Please use this identifier to cite or link to this item:
|Title:||Online customer retention: The resistance to change perspective||Authors:||Gupta, S.
Resistance to change
Status quo bias
Willingness to pay more
|Issue Date:||2007||Citation:||Gupta, S.,Kim, H.,Hong, N.E. (2007). Online customer retention: The resistance to change perspective. ICIS 2007 Proceedings - Twenty Eighth International Conference on Information Systems. ScholarBank@NUS Repository.||Abstract:||Many academics and practitioners have reiterated the importance of online customer retention in order to ensure long-term profitability. For this reason, a number of studies have identified various means and ends of developing customer retention with a greater emphasis on creating customer loyalty. However, retaining customers, especially in Internet, is very difficult because of the low search cost and low switching cost. This study offers a new conceptual framework for retaining online customers based on theoretical foundations from status quo bias theory. Particularly, this study considers online customer retention from the perspective of customer resistance to change. The empirical study of an Internet bookstore, conducted through an online survey reveals that trust, relative attractiveness and switching costs together influence customer resistance to change. This study mainly contributes by identifying another approach for retaining online customers, i.e. by creating resistance to change.||Source Title:||ICIS 2007 Proceedings - Twenty Eighth International Conference on Information Systems||URI:||http://scholarbank.nus.edu.sg/handle/10635/42670|
|Appears in Collections:||Staff Publications|
Show full item record
Files in This Item:
There are no files associated with this item.
checked on Jan 26, 2023
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.