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A firm's post-adoption behavior: loyalty or switching costs?
Park, Jun-Gi,Park, Kijun,Lee, Jungwoo Emerald Group Publishing Limited 2014 INDUSTRIAL MANAGEMENT & DATA SYSTEMS - Vol.114 No.2
<B>Purpose</B> - This study aims to investigate the influences of loyalty and switching costs toward a firm's overall post-adoption behavior in using information system. <B>Design/methodology/approach</B> - A research model is developed around two constructs found in the literature - loyalty and switching costs - that are most critical in firms' decisions on continued use of the same IS service providing company. It is empirically tested using a survey of IT decision makers in total 102 companies in South Korea. Partial least squares method is used to assess the relationships specified in research model. <B>Findings</B> - The findings suggest that both loyalty and switching costs have positive influences on the continuous intention to use and the inattentiveness of alternatives. <B>Research limitations/implications</B> - Findings are based on a single point cross-sectional survey. To further investigate the continuance of specific IT service firms, triangulation will be necessary with longitudinal and qualitative data concerning the process of decision-making, including political and contractual situation. <B>Originality/value</B> - The study fills the research gap in studying post-adoption behavior at the firm level by empirically testing the duality of loyalty and switching costs.