Understanding online customers' ties to merchants: The moderating influence of trust on the relationship between switching costs and e-loyalty

European Journal of Information Systems

Volumn 23, Issue 2, 2014, Pages 185-204

  Carter, Michelle ^a   Wright, Ryan ^b   Thatcher, Jason Bennett ^c   Klein, Richard ^d  

^a UNIVERSITY OF NEBRASKA AT OMAHA   (United States)

^b UNIVERSITY OF MASSACHUSETTS   (United States)

^c CLEMSON UNIVERSITY   (United States)

^d FLORIDA INTERNATIONAL UNIVERSITY   (United States)

Author keywords

customer loyalty; electronic business strategies; electronic commerce; switching costs; trust

Indexed keywords

ELECTRONIC COMMERCE; SALES; SWITCHING;

CUSTOMER LOYALTY; CUSTOMER TRUST; ELECTRONIC BUSINESS; ONLINE BUSINESS; ONLINE CUSTOMERS; SWITCHING COSTS; TRAVEL SERVICES; TRUST;

COSTS;

EID: 84896758458     PISSN: 0960085X     EISSN: 14769344     Source Type: Journal    
DOI: 10.1057/ejis.2012.55     Document Type: Article

References (84)

1. AYDIN S, Ö ZER G and ARASIL Ö (2005) Customer loyalty and the effect of switching costs as a moderator variable: a case in the Turkish mobile phone market. Marketing Intelligence and Planning 23(1), 89-103.
2. BAKOS Y and BRYNJOLFSSON E (2000) Bundling and competition on the Internet. Marketing Science 19(1), 63-82.
3. BART Y, VENKATESH S, SULTAN F and URBAN GL (2005) Are the drivers and role of online trust the same for all web sites and consumers? A large scale exploratory empirical study. Journal of Marketing 69(October), 133-152.
4. BENAMATI JS, FULLER MA, SERVA MA and BAROUDI J (2010) Clarifying the integration of trust and TAM in e-commerce environments: implications for systems design and management. IEEE Transactions on Engineering Management 57(3), 380-393.
5. BENDAPUDI N and BERRY LL (1997) Customers' motivations for maintaining relationships with service providers. Journal of Retailing 73(1), 15-37.
6. BHATTACHERJEE A (2002) Individual trust in online firms: scale development and initial test. Journal of Management Information Systems 19(1), 211-241.
7. BURNHAM TA, FRELS JK and MAHAJAN V (2003) Consumer switching costs: a typology, antecedents, and consequences. Journal of the Academy of Marketing Science 31(2), 109-126.
8. BUTCHER K, SPARKS B and O'CALLAGHAN F (2001) Evaluative and relational influences on service loyalty. International Journal of Service Industry Management 12(4), 310-327.
9. CENFETELLI RT and BASSELLIER G (2009) Interpretation of formative measurement in information systems research. MIS Quarterly 33(4), 689-707.
10. CHANG HH and CHEN SW (2008) The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior 24(6), 2927-2944.
11. CHEN P-Y and HITT LM (2002) Measuring switching costs and the determinants of customer retention in Internet-enabled businesses: a study of the online brokerage industry. Information Systems Research 13(3), 255-274.
12. CHIN WW (1998) Issues and opinion on structural equation modeling. MIS Quarterly 22(1), vii-xvi.
13. CHIN WW (2010) Issues and opinion on structural equation modeling. MIS Quarterly 22(1), vii.
14. CHIN WW, MARCOLIN BL and NEWSTED PR (2003) A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research 14(2), 189-217.
15. CHOW S and HOLDEN R (1997) Toward an understanding of loyalty: the moderating role of trust. Journal of Managerial Issues 9(3), 275-298.
16. COHEN J (1988) Statistical Power Analysis for the Behavioral Sciences. Lawrence Erlbaum Associates, Hillsdale, NJ.
17. CROSBY LA, EVANS KR and COWLES D (1990) Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing 54(3), 68-81.
18. CYR D (2008) Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems 24(4), 47-72.
19. CYR D, HASSANEIN K, HEAD M and IVANOV A (2007) The role of social presence in establishing loyalty in e-service environments. Interacting with Computers 19(1), 43-56.
20. DIAMANTOPOULOS A (2008) Formative indicators: introduction to the special issue. Journal of Business Research 61(12), 1201-1202.
21. DONEY PM and CANNON JP (1997) An examination of the nature of trust in buyer-seller relationships. Journal of Marketing 61(2), 35-51.
22. DOWLLING G and UNCLES M (1997) Do customer loyalty programs really work? Sloan Management Review 38(4), 71-82.
23. EDWARDS JR (2001) Multidimensional constructs in organizational behavior research: an integrative analytical framework. Organizational Research Methods 4(2), 144-192.
24. ERDFELDER E, FAUL F and BUCHNER A (1996) GPOWER: a general analysis program. Behavioural Research Methods, Instruments, & Computers 28(2), 1-11.
25. EVANSCHITZKY H, IYER GR, PLASSMANN H, NIESSING J and MEFFERT H (2006) The relative strength of affective commitment in securing loyalty in service relationships. Journal of Business Research 59(12), 1207-1213.
26. FORNELL C and LARCKER DF (1981) Evaluating structural equations models with unobservable variables and measurement error. Journal of Marketing Research 18(1), 39-50.
27. FULLERTON G (2003) When does commitment lead to loyalty? Journal of Service Research 5(4), 333-344.
28. GASSON S (2003) The impact of e-commerce technology on the air travel industry. In Annals of Cases on Information Technology (KHOSROW-POUR M, Ed), IGI Publishing, Hershey, PA.
29. GEFEN D (2002) Customer loyalty in e-commerce. Journal of the Association for Information Systems 3(1), 27-51.
30. GEFEN D, KARAHANNA E and STRAUB DW (2003a) Inexperience and experience with online stores: the importance of TAM and trust. IEEE Transactions on Engineering Management 50(3), 307-321.
31. GEFEN D, KARAHANNA E and STRAUB DW (2003b) Trust and TAM in online shopping: an integrated model. MIS Quarterly 27(1), 51-91.
32. GRANADOS N, GUPTA A and KAUFFMAN RJ (2012) Online and offline demand and price elasticities: evidence from the air travel industry. Information Systems Research 23(1), 164-181.
33. GWINNER K, GREMLER D and BITNER MJ (1998) Relational benefits in service industries: the customer's perspective. Journal of the Academy of Marketing Science 26(2), 101-114.
34. HAIR Jr. JF, ANDERSON RE, TATHAM RL and BLACK WC (1998) Multivariate Data Analysis with Readings. Prentice-Hall, Englewood Cliffs, NJ.
35. HAIR Jr. JF, RINGLE CM and SARSTEDT M (2011) PLS-SEM: indeed a Silver Bullet. Journal of Marketing Theory & Practice 19(2), 139-151.
36. HARMAN HH (1967) Modern Factor Analysis. University of Chicago, Chicago.
37. JARVENPAA SL, TRACTINSKY N and VITALE M (2000) Consumer trust in an Internet store. Information Technology and Management 1(1-2), 45-71.
38. JAYACHANDRAN S, SHARMA S, KAUFMAN P and RAMAN P (2005) The role of relational information process and technology use in customer relationship management. Journal of Marketing 69(4), 177-192.
39. JONES MA, MOTHERSBAUGH DL and BEATTY SE (2000) Switching barriers and repurchase intentions in services. Journal of Retailing 76(2), 259-274.
40. J öRESKOG KG and GOLDBERGER AS (1975) Estimation of a model with multiple indicators and multiple causes of a single latent variable. Journal of the American Statistical Association 70(351), 631-639.
41. JOSHI AW and ARNOLD SJ (1997) The impact of buyer dependence on buyer opportunism in buyer-supplier relationships: the moderating role of relational norms. Psychology and Marketing 14(8), 823-845.
42. KIM D (2008) Self-perception based versus transference-based trust determinants in computer-mediated transactions: a cross-cultural comparison study. Journal of Management Information Systems 24(4), 13-45.
43. KIM D and BENBASAT I (2006) The effects of trust-assuring arguments on consumer trust in internet stores: application of Toulmin's model of argumentation. Information Systems Research 17(3), 286-300.
44. KIM DJ, FERRIN DL and RAO HR (2009) Trust and satisfaction, two stepping stones for successful e-commerce relationships: a longitudinal exploration. Information Systems Research 20(2), 237-257.
45. KLEIN R and RAI A (2009) Interfirm strategic information flows in logistics supply chain relationships. MIS Quarterly 33(4), 735-762.
46. KLINE RB (2004) Beyond Significance Testing: Reforming Data Analysis Methods in Behavioral Research. American Psychological Association: Washington, DC.
47. KUTNER MH (2005) Applied Linear Statistical Models. McGraw-Hill, New York.
48. LAM SY, SHANKAR V, ERRAMILLI MK and MURTHY B (2004) Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Academy of Marketing Science 32(3), 293-311.
49. LAW KS and WONG CS (1999) Multidimensional constructs in structural equation analysis: an illustration using the job perception and job satisfaction constructs. Journal of Management 25(2), 143-160.
50. LIM KH, SIA CL, LEE MKO and BENBASAT I (2006) Do I trust you online, and if so, will I buy? An empirical study of two trust-building strategies. Journal of Management Information Systems 23(2), 233-266.
51. LIN F-R, LO Y-P and SUNG Y-W (2006) Effects of switching cost, trust, and information sharing on supply chain performance for B2B e-commerce: a multi-agent simulation study, 2006. HICSS '06. Proceedings of the 39th Annual Hawaii International Conference on System Sciences Vol. 6, p. 105b, 4-7 January. IEEE Conference Publications. Washington, DC.
52. LINDELL MK and WHITNEY DJ (2001) Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology 86(1), 114-121.
53. LOWRY PB, VANCE A, MOODY G, BECKMAN B and READ A (2008) Explaining and predicting the impact of branding alliances and web site quality on initial consumer trust of e-commerce web sites. Journal of Management Information Systems 24(4), 199-224.
54. LUARN P and LIN HH (2003) A customer loyalty model for e-service context. Journal of Electronic Commerce Research 4(4), 156-167.
55. MACCALLUM RC and BROWNE MW (1993) The use of causal indicators in covariance structure models: some practical issues. Psychological Bulletin 114(3), 533-541.
56. MARCOULIDES GA and SAUNDERS C (2006) PLS: a silver bullet. MIS Quarterly 30(2), iii-ix.
57. MAYER RC, DAVIS JH and SCHOORMAN FD (1995) An integration model of organizational trust. Academy of Management Review 20(3), 709-734.
58. MCKNIGHT DH and CHERVANY NL (2001) What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce 6(2), 33-57.
59. MCKNIGHT DH, CHOUDHURY V and KACMAR C (2002) Developing and validating trust measures for e-commerce: an integrative typology. Information Systems Research 13(3), 334-359.
60. MEAD KM (2002) OIG Comments of DOT Study of Air Travel Services. Office of the Secretary of the Inspector General, Washington, DC.
61. MORGAN RM and HUNT SD (1994) The commitment-trust theory of relationship marketing. Journal of Marketing 58(3), 20-38.
62. OLIVER RL (1999) Whence consumer loyalty? The Journal of Marketing 63(4), 33-44.
63. PAVLOU PA (2002) Institution-based trust in interorganizational exchange relationships: the role of online b2b marketplaces on trust formation. Journal of Strategic Information Systems 23(9), 19-48.
64. PENNINGTON R, WILCOX HD and GROVER V (2003) The role of system trust in business-to-consumer transactions. Journal of Management Information Systems 20(3), 197-226.
65. PETTER S, STRAUB DW and RAI A (2007) Specifying formative constructs in information systems research. MIS Quarterly 31(4), 623-656.
66. PODSAKOFF PM and ORGAN DW (1986) Self-reports in organizational research: problems and prospects. Journal of Management 12(4), 69-82.
67. POLITES GL, ROBERTS N and THATCHER J (2012) Conceptualizing models using multidimensional constructs: a review and guidelines for their use. European Journal of Information Systems 21(1), 22-48.
68. QURESHI I, FANG Y, RAMSEY E, MCCOLE P, IBBOTSON P and COMPEAU D (2009) Understanding online customer repurchasing intention and the mediating role of trust-an empirical investigation in two developed countries. European Journal of Information Systems 18(3), 205-222.
69. RAY S, KIM S and MORRIS JG (2012) Online users' switching costs: their nature and formation. Information Systems Research 23(1), 197-213.
70. RINGLE C, WENDE S and WILL A (2005) SmartPLS 2.0. University of Hamburg: Hamburg, Germany.
71. SAPARITO PA, CHEN CC and SAPIENZA HJ (2004) The role of relational trust in bank-small firm relationships. Academy of Management Journal 47(3), 400-410.
72. SERVA MA, BENAMATI J and FULLER MA (2005) Trustworthiness in B2C e-commerce: an examination of alternative models. The DATABASE for Advances in Information Systems 36(3), 89-108.
73. SHAPIRO C and VARIAN HR (1999) Information Rules: A Strategic Guide to the Network Economy. Harvard Business School Press, Boston, MA.
74. SHARMA N and PATTERSON PG (2000) Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services. International Journal of Service Industry Management 11(5), 470-490.
75. SRINIVASAN SS, ANDERSON R and PONNAVOLU K (2002) Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing 78(1), 41-50.
76. THATCHER JB and GEORGE JF (2004) Commitment, trust, and social involvement: an exploratory study of antecedents to web shopper loyalty. Journal of Organizational and Electronic Commerce 14(4), 243-268.
77. THATCHER JB, MCKNIGHT DH, BAKER EW, ARSAL R and ROBERTS N (2011) The role of trust in post-adoption it exploration: an empirical examination of knowledge management systems. IEEE Transactions on Engineering Management 58(1), 56-70.
78. VANCE A, ELIE-DIT-COSAQUE C and STRAUB DW (2008) Examining trust in information technology artifacts: the effects of system quality and culture. Journal of Management Information Systems 24(4), 73-100.
79. WANG W and BENBASAT I (2008) Attributions of trust in decision support technologies: a study of recommendation agents for e-commerce. Journal of Management Information Systems 24(4), 249-276.
80. WETZELS M, ODEKERKEN-SCHRODER G and VAN OPPEN C (2009) Using pls path modeling for assessing hierarchical construct models: guidelines and empirical illustration. MIS Quarterly 33(1), 177-195.
81. WHITTEN D and LEIDNER D (2006) Bringing it back: an analysis of the decision to backsource or switch vendors. Decision Sciences 37(4), 605-621.
82. WOLD H (1985) Partial least squares. In Encyclopedia of Statistical Sciences (KOTZ and JOHNSON NL, Ed), pp 581-591, Wiley, New York.
83. WRIGHT RT, CAMPBELL DE, THATCHER JB and ROBERTS N (2012) Operatio-nalizing multidimensional constructs in structural equation modeling: recommendation for IS research. Communications of the Association for Information Systems 30: Article 23, http://aisel.aisnet.org/cais/vol30/iss1/23.
84. ZINS AH (2001) Relative attitudes and commitment in customer loyalty models. International Journal of Service Industry Management 12(3), 269-294.