Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry

By Pei-yu Chen, Lorin M. Hitt. Information systems research, 2002

795 citations recorded by the source corpus.

Subfields: Management Science and Operations Research, Marketing, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/7f18ca34ffdfeecf3a74c4dc0c24bc8052abff9e

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In Management Science and Operations Research

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Citations in the corpus

Generating brand awareness in Online Social Networks (2015, background): “Alpha ranged from 0.892 to 0.962, which is an indication of high reliability for the six constructs (Chen & Hitt, 2002).”
The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator (2008, background): “Chen and Hitt (2002) claim that systems usage a useful predictor of customers’ switching behavior.”
Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective (2014, background): “Yet, they often face a basic challenge about how to acquire and retain customers, especially those focused on business-toconsumer (B2C) e-commerce (Bolton, Kannan, & Bramlett, 2000; Chen & Hitt, 2002; Jones, Mothersbaugh, & Beatty, 2000; Keaveney & Parthasarathy, 2001; Tsai & Huang, 2007).”
What Keeps the E-Banking Customer Loyal? A Multigroup Analysis of the Moderating Role of Consumer Characteristics on E-Loyalty in the Financial Service Industry. (2006, positive): “The preeminent importance of retaining customers is supported by several studies [Chen et al. 2002], confirming the relevance of customers' loyalty to a firm's profitability.”
Review: IT-Dependent Strategic Initiatives and Sustained Competitive Advantage: A Review and Synthesis of the Literature (2005, background): “The preemption barrier to erosion received some research attention early on (Clemons 1986; Dos Santos and Peffers 1995), but, with few notable exceptions demonstrating that firms have considerable control over their ability to create ITbased switching costs and harness them to the retention of custo”
Investigating user resistance to information systems implementation: a status quo bias perspective (2009, background): “While switching benefits imply utility associated with switching to a new alternative, switching costs refer to the disutility associated with switching (Chen and Hitt 2002).”
What drives mobile commerce?: An empirical evaluation of the revised technology acceptance model (2005, background): “As Chen and Hitt and Plouffe et al. pointed out, consumers must deal with non-negligible costs in switching between different brands of products or relative services in various markets.”
Shackled to the Status Quo: The Inhibiting Effects of Incumbent System Habit, Switching Costs, and Inertia on New System Acceptance (2012, background): “Individual (as opposed to organizational or group) level inertia has received scant attention in the IS literature (see Chen and Hitt 2002; Gupta et al. 2007; Kim and Kankanhalli 2009; Kim 2009; Kim et al. 2005; Lending and Straub 1997), and the term lacks conceptual clarity.”