Measuring the antecedents of e-loyalty and the effect of switching costs on website

Maria Fuentes-Blasco, Irene-Gil Saura, Gloria Berenguer-Contrí and Beatriz Moliner-Velázquez

The Service Industries Journal, 2008, vol. 30, issue 11, 1837-1852

Abstract: This paper deals with the process by which electronic customer loyalty (e-loyalty) is formed. The twofold aim is to analyse e-loyalty, describing its development in terms of how it is influenced by several determinants and to study potential barriers to switching which significantly affect the repeat purchase decision. In particular, an integrating theoretical framework is proposed to determine the e-loyalty dependency of electronic service quality and perceived value, and how this last relationship can be moderated by switching costs. Results offer evidence for the important role of customer's perceptions of e-service quality and value in e-loyalty. Proposals are made of how companies that are online can use this knowledge to build marketing strategies.

Date: 2008
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060802626774 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:30:y:2008:i:11:p:1837-1852

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060802626774

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().