A firm's post-adoption behavior: Loyalty or switching costs?

Jun Gi Park, Kijun Park, Jungwoo Lee

Research output: Contribution to journalArticlepeer-review

23 Citations (Scopus)


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.

Original languageEnglish
Article number17104118
Pages (from-to)258-275
Number of pages18
JournalIndustrial Management and Data Systems
Issue number2
Publication statusPublished - 2014

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Industrial relations
  • Computer Science Applications
  • Strategy and Management
  • Industrial and Manufacturing Engineering


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