search query: @indexterm SWITCHING COSTS / total: 15
reference: 8 / 15
| Author: | Keaveney, S. M. Parthasarathy, M. |
| Title: | Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors |
| Journal: | Journal of the Academy of Marketing Science
2001 : FALL, VOL. 29:4, p. 374-390 |
| Index terms: | CUSTOMERS SWITCHING COSTS CONSUMER BEHAVIOUR FACTOR ANALYSIS ATTITUDES DEMOGRAPHY |
| Language: | eng |
| Abstract: | This manuscript reports results of two field studies, conducted among two randomly selected samples of online service users, that investigate the degree to which selected behavioral (information that customers used when making the online service decision, their service usage), attitudinal (risk-taking propensity), and demographic (in come and education) factors are effective in discriminating between continuers and switchers. The research in Study 1 is replicated in Study 2 and extended to consider additional attitudinal factors of satisfaction and involvement. Implications for managers and researchers are discussed. |
SCIMA