{"title":"Online Switching Cost's Antecedents and Effects on e-Loyalty: A Case From the Online Booking Market","authors":"Xin Chen, Jinwen Tang","doi":"10.1002/jtr.70028","DOIUrl":null,"url":null,"abstract":"<div>\n \n <p>Online switching costs (OSC) significantly influence customer behavior, yet few studies have explored e-loyalty mechanisms from this perspective. This study examines OSC's antecedents—provider heterogeneity, extent of modification, and alternative experiences—and their role in triggering e-loyalty through perceived value and e-satisfaction in the Chinese online hotel booking market, using structural equation modeling. Analysis of 289 valid questionnaires with AMOS software reveals that only the extent of modification positively affects OSC, whereas provider heterogeneity and alternative experiences do not. On the other hand, OSC positively influences e-loyalty, both directly and indirectly, with perceived value and e-satisfaction acting as significant moderators (indirectly). These findings enhance our understanding of OSC's role in e-loyalty development. This study contributes significantly by extending and refining the existing frameworks on customer loyalty and switching costs.</p>\n </div>","PeriodicalId":51375,"journal":{"name":"International Journal of Tourism Research","volume":"27 3","pages":""},"PeriodicalIF":4.1000,"publicationDate":"2025-05-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Tourism Research","FirstCategoryId":"91","ListUrlMain":"https://onlinelibrary.wiley.com/doi/10.1002/jtr.70028","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
Online switching costs (OSC) significantly influence customer behavior, yet few studies have explored e-loyalty mechanisms from this perspective. This study examines OSC's antecedents—provider heterogeneity, extent of modification, and alternative experiences—and their role in triggering e-loyalty through perceived value and e-satisfaction in the Chinese online hotel booking market, using structural equation modeling. Analysis of 289 valid questionnaires with AMOS software reveals that only the extent of modification positively affects OSC, whereas provider heterogeneity and alternative experiences do not. On the other hand, OSC positively influences e-loyalty, both directly and indirectly, with perceived value and e-satisfaction acting as significant moderators (indirectly). These findings enhance our understanding of OSC's role in e-loyalty development. This study contributes significantly by extending and refining the existing frameworks on customer loyalty and switching costs.
期刊介绍：
International Journal of Tourism Research promotes and enhances research developments in the field of tourism. The journal provides an international platform for debate and dissemination of research findings whilst also facilitating the discussion of new research areas and techniques. IJTR continues to add a vibrant and exciting channel for those interested in tourism and hospitality research developments. The scope of the journal is international and welcomes research that makes original contributions to theories and methodologies. It continues to publish high quality research papers in any area of tourism, including empirical papers on tourism issues. The journal welcomes submissions based upon both primary research and reviews including papers in areas that may not directly be tourism based but concern a topic that is of interest to researchers in the field of tourism, such as economics, marketing, sociology and statistics. All papers are subject to strict double-blind (or triple-blind) peer review by the international research community.
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