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@article{ART001373933},
author={Kim ， Joung Man and 임성택},
title={The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2009},
volume={33},
number={4},
pages={191-208}

TY - JOUR
AU - Kim ， Joung Man
AU - 임성택
TI - The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency
JO - Journal of Tourism Sciences
PY - 2009
VL - 33
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 191
EP - 208
SN - 1226-0533
AB - Recently Click-and-Mortar travel agency are suffering from difficulties in both offline and online channels. Therefore, primary strategic objective of Click-and-Mortar companies is focused on how to retain customers in offline and online channels. In this sense, I investigate to find crucial factors affecting the customer retention such as customer repurchase intention and customer e-loyalty. I found through the literature survey that the crucial factors is trust transfer, switching cost. For this research issue, I performed a field survey in which 230 valid questionnaires were collected from the Click-and-Mortar travel agency users. The study found that trust transfer and switching cost are important factors in forming customer repurchase intention and customer e-loyalty. And uncertainty cost and sunk cost in switching cost had a positive impact on e-loyalty. Lastly, applications and related limitations are discussed.
KW - Click & Mortar Switching cost Trust transfer)
DO -
UR -
ER -

Kim ， Joung Man and 임성택. (2009). The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency. Journal of Tourism Sciences, 33(4), 191-208.

Kim ， Joung Man and 임성택. 2009, "The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency", Journal of Tourism Sciences, vol.33, no.4 pp.191-208.

Kim ， Joung Man, 임성택 "The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency" Journal of Tourism Sciences 33.4 pp.191-208 (2009) : 191.

Kim ， Joung Man, 임성택. The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency. 2009; 33(4), 191-208.

Kim ， Joung Man and 임성택. "The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency" Journal of Tourism Sciences 33, no.4 (2009) : 191-208.

Kim ， Joung Man; 임성택. The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency. Journal of Tourism Sciences, 33(4), 191-208.

Kim ， Joung Man; 임성택. The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency. Journal of Tourism Sciences. 2009; 33(4) 191-208.

Kim ， Joung Man, 임성택. The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency. 2009; 33(4), 191-208.

Kim ， Joung Man and 임성택. "The Effect of Switching Costs and Trust Transfer to Customer e-Loyalty in the Click and Mortar Travel Agency" Journal of Tourism Sciences 33, no.4 (2009) : 191-208.