The interplay of costs, trust and loyalty in a service industry in transition: The moderating effect of smartphone adoption.
Mark de ReuverShahrokh NikouHarry BouwmanPublished in: Telematics Informatics (2015)
Keyphrases
- perceived risk
- service quality
- switching costs
- competitive market
- negative impact
- customer satisfaction
- theoretical and practical implications
- mobile devices
- electronic data interchange
- technology acceptance
- service oriented
- information systems
- service providers
- individual level
- user acceptance
- network effects
- software industry
- online services
- case study
- total cost
- online shopping
- point of sale
- customer loyalty
- telecommunications industry
- adoption decisions
- online consumer
- potential customers
- small businesses
- independent variables
- competitive advantage
- trust model
- quality of service
- electronic commerce
- management system
- web services