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A Note on Service Switching: Evidence From Cloud Storage Services

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dc.contributor.authorGoode, Sigi
dc.date.accessioned2015-12-10T23:35:31Z
dc.date.issued2015
dc.date.updated2015-12-10T11:42:19Z
dc.description.abstractCloud file hosting is a popular online service. However, significant competition between providers and the ease with which customers can move between providers places pressure on customer retention. In this study, we adapted a service-switching model to understand how users move between these online cloud services. We applied this model in a survey of 158 users of cloud storage services and found a significant positive relationship between usefulness, satisfaction, and service quality. Negative relationships were found between satisfaction, service quality, and switching behaviors. Interestingly, we found that the number of service provider alternatives does not affect model outcomes.
dc.identifier.issn1533-2969
dc.identifier.urihttp://hdl.handle.net/1885/69887
dc.publisherBest Business Books
dc.sourceServices Marketing Quarterly
dc.titleA Note on Service Switching: Evidence From Cloud Storage Services
dc.typeJournal article
local.bibliographicCitation.issue2
local.bibliographicCitation.lastpage172
local.bibliographicCitation.startpage153
local.contributor.affiliationGoode, Sigi, College of Business and Economics, ANU
local.contributor.authoruidGoode, Sigi, u9404841
local.description.embargo2037-12-31
local.description.notesImported from ARIES
local.identifier.absfor080609 - Information Systems Management
local.identifier.ariespublicationa383154xPUB2150
local.identifier.citationvolume36
local.identifier.doi10.1080/15332969.2015.1014240
local.identifier.scopusID2-s2.0-84929250043
local.type.statusPublished Version

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