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Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry

Pei-Yu Sharon Chen, Lorin M. Hitt. Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry. Information Systems Research, 13(3):255-274, 2002. [doi]

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