Why on‐line customers remain with a particular e‐retailer: An integrative model and empirical evidence

Why on‐line customers remain with a particular e‐retailer: An integrative model and empirical... This article formulates and empirically tests a conceptual framework that considers the antecedents of switching barriers and overall satisfaction, and their roles as drivers of customer retention in on‐line settings. To test the proposed hypotheses, structural equation modeling based on data obtained from a large on‐line retailing store in Taiwan is used. The results suggest that perceived switching costs and community building exert the greatest impact on repurchase intentions through switching barriers and overall satisfaction. Furthermore, relational orientations significantly moderate the link between switching barriers and repurchase intentions. Finally, the theoretical and practical implications of the findings are discussed. © 2006 Wiley Periodicals, Inc. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Psychology & Marketing Wiley

Why on‐line customers remain with a particular e‐retailer: An integrative model and empirical evidence

Psychology & Marketing, Volume 23 (5) – May 1, 2006

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Publisher
Wiley
Copyright
© 2006 Wiley Periodicals, Inc.
ISSN
0742-6046
eISSN
1520-6793
DOI
10.1002/mar.20121
Publisher site
See Article on Publisher Site

Abstract

This article formulates and empirically tests a conceptual framework that considers the antecedents of switching barriers and overall satisfaction, and their roles as drivers of customer retention in on‐line settings. To test the proposed hypotheses, structural equation modeling based on data obtained from a large on‐line retailing store in Taiwan is used. The results suggest that perceived switching costs and community building exert the greatest impact on repurchase intentions through switching barriers and overall satisfaction. Furthermore, relational orientations significantly moderate the link between switching barriers and repurchase intentions. Finally, the theoretical and practical implications of the findings are discussed. © 2006 Wiley Periodicals, Inc.

Journal

Psychology & MarketingWiley

Published: May 1, 2006

References

  • A three‐component model of customer commitment to service providers
    Bansal, Bansal; Irving, Irving; Taylor, Taylor
  • Consumer switching costs: A typology, antecedents, and consequences
    Burnham, Burnham; Frels, Frels; Mahajan, Mahajan
  • The antecedents of consumers' loyalty toward Internet Service Providers
    Chiou, Chiou
  • Customer value, satisfaction, loyalty, and switching costs: An illustration from a business‐to‐business service context
    Lam, Lam; Shankar, Shankar; Erramilli, Erramilli; Murthy, Murthy
  • Customer satisfaction: A meta‐analysis of empirical evidence
    Szymanski, Szymanski; Henard, Henard

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