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[SCIE] A Firm's Post-Adoption Behavior: Loyalty or Switching Costs?

Park, J.-G., Park, K., & Lee, J. (2014). A Firm's Post-Adoption Behavior: Loyalty or Switching Costs? Industrial Management & Data Systems, 114(2), 258 - 275.

Purpose – This study aims to investigate the influences of loyalty and switching costs toward a firm’s overall post-adoption behavior in using information system.
Design/methodology/approach – 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.
Findings – The findings suggest that both loyalty and switching costs have positive influences on the continuous intention to use and the inattentiveness of alternatives.
Research limitations/implications – 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.
Originality/value – 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.

Switching costs, Continued use, Information system service, Information system usage, Post-adoption behavior