Development of an instrument measuring user satisfaction of the human-computer interface
CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Quality information and knowledge
Quality information and knowledge
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
The antecedents of consumers' loyalty toward internet service providers
Information and Management
A theory of application service provider (ASP) use from a client perspective
Information and Management
The role played by perceived usability, satisfaction and consumer trust on website loyalty
Information and Management
MIS Quarterly
Analyzing the media usage behavior of telework groups: acontingency approach
IEEE Transactions on Systems, Man, and Cybernetics, Part C: Applications and Reviews
Can affective factors contribute to explain continuance intention of web-based services?
Proceedings of the 11th International Conference on Electronic Commerce
Understanding the role of gender in bloggers' switching behavior
Decision Support Systems
Information and Management
Information Systems Research
What is the most important factor in switching blogs?
International Journal of Web Based Communities
Pull-and-suck effects in Taiwan mobile phone subscribers switching intentions
Telecommunications Policy
'Migrating to a new virtual world': Exploring MMORPG switching through human migration theory
Computers in Human Behavior
Computers in Human Behavior
User switching of information technology: A theoretical synthesis and empirical test
Information and Management
In or Out: An Integrated Model of Individual Knowledge Source Choice
Journal of Organizational and End User Computing
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Internet portals have long been using email services to attract new members and retain existing customers. Recent announcements by major Internet portals of increases in email storage capacity demonstrate this strategy. It is, however, uncertain how people react to such announcements. We wished to understand the mechanisms associated with users' intention to switch their current email service provider. Key variables pertaining to customer satisfaction with email service, attractive alternatives, and switching cost were examined to explain the dynamics of switching. An empirical study based on 1408 survey responses confirmed the importance of user satisfaction for service continuation. The variables attractive alternatives and continuity cost also demonstrated strong association with intention to switch. We found that the variable attractive alternatives moderated the relationship between customer satisfaction and intention to switch, but a moderating effect of switching cost was not found. Our investigation indicated that the findings of extant studies on the dynamics of service switching or re-purchase also apply to email services.