Customer Responses to Switching Costs: A Meta-Analytic Investigation of the Moderating Influence of Culture

Pick, Doreén; Eisend, Martin

doi:10.1509/jim.15.0139

Cited by 44 publications

(42 citation statements)

References 71 publications

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“…The dataset confirming our assumption about the moderating role was played by the switching cost and the results were consistent with previous studies related to the interplay between switching cost and customer loyalty (e.g. Blut et al, 2015;El-Manstrly, 2016;Kacen & Lee, 2002;Kaura et al, 2015;Pick & Eisend, 2016). On another hand, the high cost of changing the service provider such as penalties and other charges are preventing customers from changing the service provider if the quality of service and the customers are satisfied, which will be reflected by the high-level customers loyalty.…”

Section: H34supporting

confidence: 91%

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Harazneh¹,

Adaileh²,

Thbeitat³

et al. 2020

10.5267/j.msl

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This study investigates the impacts of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. The study also studies though the role of switching cost as a moderate variable. Lack of studies in the field of quality in Jordanian telecommunication is the main reason for this investigation. The study investigates the impacts based on the employees' point of views in Aqaba special economic zone authority (ASEZA). Therefore, the study uses statistical data gathered through a questionnaire distributed to the employees of ASEZA. Thus, statistical methods are used to analyze the data collected and the hypotheses are tested. The study results show that there was a direct positive impact of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. In addition, the moderator model (Switching cost) has significant positive impacts on enhancing the relationship between service quality and customer satisfaction towards customer loyalty.

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Section: H34supporting

confidence: 91%

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Harazneh¹,

Adaileh²,

Thbeitat³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…636-664, © 2019 and created new categories for those variables that appeared in at least three studies. To code these variables and to assign them to broader categories, the procedure applied in other meta-analyses was followed (e.g., Pick and Eisend 2016): highly related variables were combined into composite constructs referring to one type of antecedent with a consistent influence on user response toward digital piracy. To that end, the definitions and measurement models of the variables were carefully examined to ensure that only variables from the same nomological network were combined.…”

Section: Methods Data Collection and Codingmentioning

confidence: 99%

Explaining Digital Piracy: A Meta-Analysis

Eisend

2019

Information Systems Research

Self Cite

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Please scroll down for article-it is on subsequent pagesWith 12,500 members from nearly 90 countries, INFORMS is the largest international association of operations research (O.R.) and analytics professionals and students. INFORMS provides unique networking and learning opportunities for individual professionals, and organizations of all types and sizes, to better understand and use O.R. and analytics tools and methods to transform strategic visions and achieve better outcomes. For more information on INFORMS, its publications, membership, or meetings visit http://www.informs.org INFORMATION SYSTEMS RESEARCHAbstract. Many studies have investigated why users engage in digital piracy. The theoretical explanations are particularistic, and the empirical findings are fragmented, sometimes divergent, and reveal unexplained variations of effects. Managers and academics have thus had little guidance on how to explain and combat digital piracy. To help fill this gap, the present meta-analysis synthesizes past research on digital piracy and accumulates 1,373 effect sizes from 174 studies collected in 36 countries. The meta-analysis identifies the key drivers of users' engagement in digital piracy and tests a new, comprehensive model that integrates all prior theoretical perspectives-social influence and control, outcome evaluation, dilemma solving, and reinforcement. The model explains 42%-53% of the variance in digital piracy attitudes, intentions, and behaviors and identifies the reinforcement perspective as the strongest theory. A moderator analysis shows that the influence of key drivers varies with cultural dimensions linked to the theoretical perspectives-individualism moderates social influence and control variables, masculinity moderates dilemma-solving variables, and uncertainty avoidance moderates reinforcement variables. These findings provide guidance for future digital piracy research and also have managerial implications in terms of possible revisions to antipiracy measures.

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“…Without considering country differences, we implicitly assume that our theory is generalizable across countries (Burgess and Steenkamp 2006). We therefore consider the moderating influence of economic country variables, because economic differences (e.g., income level) are known to influence customer behavior in various countries (Pick and Eisend 2016). More specifically, the international marketing literature has discussed GDP per capita to be related to customers' purchasing power and preferences (Berry et al 2010).…”

Section: Moderating Effects Of Country Characteristicsmentioning

confidence: 99%

“…Hox (2010) recommended this approach as it is unlikely that samples reporting multiple measurements are independent of one another. Similar to Eisend (2016) andBabić Rosario et al (2016), we used hierarchical linear modeling software to calculate a random-effects model that differentiates between effect size level (level 1) and study level (level 2). We treated the reliability-adjusted correlations as dependent variables and regressed them on the moderators on levels 1 and 2.…”

Section: Moderator Analysismentioning

confidence: 99%

Technology readiness: a meta-analysis of conceptualizations of the construct and its impact on technology usage

Blut

Wang

2019

J. of the Acad. Mark. Sci.

320

197

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The technology readiness (TR) index aims to better understand people's propensity to embrace and use cutting-edge technologies. The initial TR construct considers four dimensions-innovativeness, optimism, insecurity, and discomfort-that collectively explain technology usage. The present meta-analysis advances understanding of TR by reexamining its dimensionality, and investigating mediating mechanisms and moderating influences in the TR-technology usage relationship. Using data from 193 independent samples extracted from 163 articles reported by 69,263 individuals, we find that TR is best conceptualized as a two-dimensional construct differentiating between motivators (innovativeness, optimism) and inhibitors (insecurity, discomfort). We observe strong indirect effects of these dimensions on technology usage through mediators proposed by the quality-value-satisfaction chain and technology acceptance model. The results suggest stronger relationships for motivators than for inhibitors, but also that these TR dimensions exert influence through different mediators. Further, the moderator results suggest that the strength of TR-technology usage relationships depends on the technology type (hedonic/utilitarian), examined firm characteristics (voluntary/mandatory use; firm support), and country context (gross domestic product; human development). Finally, customer age, education, and experience are related to TR. These findings enhance managers' understanding of how TR influences technology usage.

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Customer Responses to Switching Costs: A Meta-Analytic Investigation of the Moderating Influence of Culture

Cited by 44 publications

References 71 publications

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Explaining Digital Piracy: A Meta-Analysis

Technology readiness: a meta-analysis of conceptualizations of the construct and its impact on technology usage

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