Managerial Implications of the Model and Final Insights

  • Manlio Del Giudice
  • Maria Rosaria Della Peruta
Part of the Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth book series (DIG)


The issue addressed in this study is part of the debate on customer retention tools available to online businesses operating in business-to-business (B2B) markets and on the ability of the latter to induce in customers the creation of established purchase paths (shopping scripts) capable of increasing their loyalty through a greater and voluntary resistance to change. The limited presence of empirical analyses in the B2B sector is the strong point and the main innovation of this study. Following the analysis of the different contributions that make up the theoretical framework of the research, it was proposed to investigate the relationship between knowledge of the shopping script of online goods or services by customers and the perceived cost of switching to a potential new supplier.


Customer Satisfaction Switching Cost Customer Service Channel Level Shopping Experience 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© The Author(s) 2017

Authors and Affiliations

  • Manlio Del Giudice
    • 1
  • Maria Rosaria Della Peruta
    • 2
  1. 1.International Business AdministrationLink Campus University International Business AdministrationNaplesItaly
  2. 2.Faculty of EconomicsSecond University of Naples Faculty of EconomicsNaplesItaly

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