Bases of e-store loyalty: Perceived switching barriers and satisfaction

Journal of Business Research

Volumn 59, Issue 2, 2006, Pages 214-224

  Balabanis, George ^a   Reynolds, Nina ^b   Simintiras, Antonis ^b  

^a CITY UNIVERSITY   (United Kingdom)

^b SWANSEA UNIVERSITY   (United Kingdom)

Author keywords

E store loyalty; Satisfaction; Switching barriers

Indexed keywords

EID: 30344459136     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2005.06.001     Document Type: Article

References (71)

1. Yannis J. Bakos Reducing buyer search costs: Implications for electronic marketplaces Manag Sci 43 12 1997 1676-1692
2. Richard G. Barlow You can't buy loyalty, but you can rent-to-own Colloquy 6 4 1998 http://www.colloquy.com/fmionline/past_issues/v6i4/ v6i4_publisher.asp
3. Josee Bloemer Ko de Ruyter On the relationship between store image, store satisfaction and store loyalty Eur J Mark 32 5/6 1998 499-513
4. Ruth N. Bolton P.K. Kannan Matthew D. Bramlet Implications of loyalty program membership and service experiences for customer retention and value J Acad Mark Sci 28 1 2000 95-108
5. Thomas A. Burnham Judy K. Frels Vijay Mahajan Consumer switching costs: a typology, antecedents, and consequences J Acad Mark Sci 31 2 2003 109-126
6. Business Wire Internet gets in touch with its feminine side Business wire 1999 November 17, www.businesswire.com
7. Pei-Yu (Sharon) Chen Lorin M. Hitt Measuring switching costs and the determinants of customer retention in internet-enabled businesses: A study of the online brokerage industry Inf Syst Res 13 3 2002 255-274
8. Colloquy From evolution to revolution: Frequency marketing comes of age 7(1) 1999 http://www.colloquy.com/fmionline/past_issues/v7i1/ v7i1_evolution.asp
9. Colloquy Clicking points: Online world embraces e-frequency 7(2) 1999 http://www.colloquy.com/fmionline/past_issues/v7i2/ v7i2_clickingpoints.asp
10. Colloquy Web Loyalty Report Card 8(4) 2000 http://www.colloquy.com/ fmionline/past_issues/v8i4/webloyalty_intro.asp
11. CyberAtlas E-commerce - color it green cyberatlas.internet.com. 2002 [June 12]
12. Alan S. Dick Kunal Basu Customer loyalty: Toward an integrated conceptual framework J Acad Mark Sci 22 2 1994 99-113
13. Peter R. Dickson Marketing management 2nd edition 1997 The Dryden Press Forth Worth
14. Economist Frictions in cyberspace Economist 1999 November 20
15. Ernst L.L.P. Young Global online retailing Ernst & Young special report 2000
16. Fuat Firat Gender and consumption: Transcending the feminine? Janeen Arnold Costa Gender issues and consumer behavior 1993 Sage Thousand Oaks, CA 205-228
17. Claes Fornel A national customer satisfaction barometer: The Swedish experience J Mark 56 1992 6-21 [Winter]
18. Forrester Research Managing customer profitability 2000 forrester.com [January 2, 2000]
19. Marcel Gommans Krish S. Krishman Katrin B. Scheffold From brand loyalty to e-loyalty: A conceptual framework J Econ Soc Res 3 1 2001 43-59
20. Jill Griffin Michael W. Lowenstein Customer win-back: How to recapture lost customers- and keep them loyal 2001 Jossey-Bass San Francisco
21. Jill Griffin Micheil W. Lowenstein Winning back a lost customer Direct Mark 64 3 2001 49-66
22. Gregroy R. Heim Kingshuk K. Sinha Operational drivers of customer loyalty in electronic retailing: An empirical analysis of electronic food retailers Manuf Serv Oper Manag 3 3 2001 264-271
23. Donna L. Hoffman Thomas P. Novak How to acquire customers on the web Harv Bus Rev 2000 179-188 [May-June]
24. Abeer Y. Hogue Gerald L. Lohse An information search cost perspective for designing interfaces for electronic commerce J Mark Res 36 3 1999 387-395
25. Ganesh Jaishankar Mark J. Arnold Kristy E. Reynolds Understanding the customer base of service providers: An examination of the differences between switchers and stayers J Mark 64 3 2000 65-88
26. Cathy Johnson Brian P. Mathews The influence of experience on service expectations Int J Serv Ind Manag 8 4 1997
27. Eric J. Johnson Steven Bellamn Gerald L. Lohse Cognitive lock-in and the power law of practice J Mark 67 2 2003 62-75
28. Eric J. Johnson Wendy W. Moe Peter S. Fader Steven Bellamn Gerald L. Lohse On the depth and dynamics of online search behavior Manag Sci 50 3 2004 299-308
29. Michael A. Jones David L. Mothersbaugh Sharon E. Beatty Switching barriers and repurchase intentions in services J Retail 76 2 2000 259-274
30. Michael A. Jones David L. Mothersbaugh Sharon E. Beatty Why customers stay: Measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes J Bus Res 55 2002 441-450
31. Thomas O. Jones W. Earl Sasser Jr. Why satisfied customers defect Harv Bus Rev 1995 88-99 [November-December]
32. Jupiter Communications Web bonus programs are not enough to get customer loyalty in the Web http://www.jup.com/ 2000
33. Susan M. Keaveny Customer switching behavior in service industries: An exploratory study J Mark 59 1995 71-82 [April]
34. Katherine N. Lemon Will you still love me tomorrow: Dynamic developments in service quality and customer retention Adv Consum Res 23 1996 11
35. Gerard Macintosh Lawrence S. Lockshin Retail relationships and store loyalty: A multi-level perspective Int J Res Mark 14 5 1997 487-497
36. Haim Mano Richard L. Oliver Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction J Consum Res 20 1993 451-466 [December]
37. Mintel. UK vs. US Online Shopping - June 2001. Mintel Report. 2001. www.Mintel.com
38. Banwari Mittal A comparative analysis of four scales of involvement Psychol Mark 12 1995 663-682
39. Banwari Mittal Myung-Soo Lee A causal model of consumer involvement J Econ Psychol 10 1989 363-389 [Novemver]
40. Paul Muter Paula Maurutto Reading and skimming from computer screens and books: The paperless office revisited? Behav Inf Technol 10 4 1991 257-266
41. Terence Oliva Richard L. Oliver Ian MacMillan A catastrophe model for developing service satisfaction strategies J Mark 56 1992 83-95 [July]
42. Richard L. Oliver Cognitive, affective, and attribute bases of the satisfaction response J Consum Res 20 1993 418-430 [December]
43. Richard L. Oliver Whence consumer loyalty? J Mark 63 1999 33-44 [Special Issue]
44. Richard L. Oliver Raymond R. Burke Expectation processes in satisfaction formation: A field study J Serv Res 1 3 1999 196-225
45. Richard L. Oliver Russell S. Winer A framework for the formation and structure of consumer expectations: Review and propositions J Econ Psychol 8 4 1987 469-502
46. Svein Ottar Olsen Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty J Acad Mark Sci 30 3 2002 240-249
47. Cele Otnes Mary Ann McGrath Perceptions and realities of male shopping behaviour J Retail 77 1 2001 111-139
48. Paul G. Patterson Tasman Smith A cross-cultural study of switching barriers and propensity to stay with service providers J Retail 79 2003 107-120
49. Chatura Ranaweera Jaideep Prabhu On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth J Target Meas Anal Mark 12 1 2003 82-90
50. Rebecca K. Ratner Barbara E. Khan Daniel Kahneman Choosing less-preferred experiences for the sake of variety J Consum Res 26 1 1999 33-56
51. Davis J. Reibstein What attracts customer to online stores, and what keeps them coming back? J Acad Mark Sci 30 4 2002 465-473
52. Frederick F. Reichheld Learning from customer defections Harv Bus Rev 1996 56-69 [March-April]
53. Frederick F. Reichheld Phil Schefter E-loyalty: Your secret weapon on the web Harv Bus Rev 2000 105-113
54. Kirsty A. Reynolds Sharon E. Beatty Customer benefits and company consequences of customer-salesperson relationships in retailing J Retail 75 1 1999 11-32
55. Sharyn Rundle-Thiele Rebekah Bennett A brand for all seasons? A discussion of brand loyalty approaches and their applicability for different markets J Prod Brand Manag 10 1 2001 25-38
56. Roland T. Rust Katherine N. Lemon Valerie A. Zeithaml Driving customer equity: How customer lifetime value is reshaping corporate strategy 2000 The Free Press NY
57. Rajan Sambandam Kenneth R. Lord Switching behavior in automobile markets: A consideration-sets model J Acad Mark Sci 23 1 1995 57-65
58. Venkatesh Shankar Amy K. Smith Arvind Rangaswamy Customer satisfaction and loyalty in online and offline environments Int J Res Mark 20 2003 153-175
59. Byron Sharp Anne Sharp Loyalty programs and their impact on repeat-purchase loyalty patterns Int J Res Mark 14 5 1997 473-486
60. M. Joseph Sirgy A. Coskum Samli A path analytic model of store loyalty involving self-concept, store image, geographic loyalty and socioeconomic status J Acad Mark Sci 13 1985 265-291 [Summer]
61. Allan D. Smith Loyalty and e-marketing issues Q J Electron Commerce 3 2 2002 149-162
62. Ellen Reid Smith E-loyalty: How to keep customers coming back to your web site 2000 HarperCollins
63. Michael D. Smith The impact of shopbots on electronic markets J Acad Mark Sci 30 4 2002 446-454
64. Srini S. Srinivasan Rolph Anderson Kishore Ponnavolu Customer loyalty in e-commerce: An exploration of its antecedents and consequences J Retail 78 2002 41-50
65. David M. Szymanski Richard T. Hise E-satisfaction: An initial examination J Retail 76 3 2000 309-322
66. Mark Uncles Gilles Laurent Editorial Int J Res Mark 14 5 1997 399-404
67. US Department of Commerce United States Department of Commerce News US Census Bureau www.census.gov/estats. 2002 May 30
68. Hans C.M. van Trijp Wayne D. Hoyer J. Jeffrey Inman Why switch? Product category-level explanations for true variety-seeking behavior J Mark Res 33 1996 281-292 [August]
69. Charles R. Weiser Championing the customer Harv Bus Rev 1995 113-116 [November-December]
70. Whichonline Annual internet survey www.which.net. 2002 accessed on May 4, 2003
71. Valarie A. Zeithaml Service quality, profitability, and the economic worth of customers: What we know and what we need to learn J Acad Mark Sci 28 1 2000 67-85