@article{777812,
      author = {Del Giudice, Manlio, and Della Peruta, Maria Rosaria,},
      url = {http://library.usi.edu/record/777812},
      title = {The satisfaction of change : how knowledge and innovation  overcome loyalty in decision-making processes /},
      abstract = {This book analyzes the impact of the digital economy on  customer satisfaction, shopping experience, resistance to  change, script theory, and loyalty. The model introduced  assumes that online markets have led to a redefinition of  the concepts of loyalty and shopping scripts as a way to  reduce customers' cognitive effort, by optimizing purchase  time and increasing the speed and satisfaction of the  shopping experience. It describes the utility function of  the script by retaining customer loyalty and making the  customer more reluctant to abandon his regular supplier. It  also explores the difficulty faced by the higher churn rate  on the Internet and the minimization of search costs, by  integrating more functionality to achieve the ultimate goal  of behavioral and cognitive loyalty. The authors provide an  analysis in a "digital" view of the economic theory of  switching costs and the resulting lock-in mechanisms which,  in a classical economy, are often a barrier to disloyalty.},
      doi = {https://doi.org/10.1007/978-3-319-41884-1},
      recid = {777812},
      pages = {1 online resource (xiii, 138 pages) :},
}