{"id":"https://openalex.org/W2142201425","doi":"https://doi.org/10.1145/1666420.1666454","title":"Is stickiness profitable for electronic retailers?","display_name":"Is stickiness profitable for electronic retailers?","publication_year":2010,"publication_date":"2010-03-01","ids":{"openalex":"https://openalex.org/W2142201425","doi":"https://doi.org/10.1145/1666420.1666454","mag":"2142201425"},"language":"en","primary_location":{"id":"doi:10.1145/1666420.1666454","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1666420.1666454","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5115883499","display_name":"Lin Lin","orcid":"https://orcid.org/0000-0002-4891-1458"},"institutions":[{"id":"https://openalex.org/I186143895","display_name":"Lehigh University","ror":"https://ror.org/012afjb06","country_code":"US","type":"education","lineage":["https://openalex.org/I186143895"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Lin Lin","raw_affiliation_strings":["Lehigh University, Bethlehem, PA"],"affiliations":[{"raw_affiliation_string":"Lehigh University, Bethlehem, PA","institution_ids":["https://openalex.org/I186143895"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006784495","display_name":"Paul Jen\u2010Hwa Hu","orcid":"https://orcid.org/0000-0002-4981-895X"},"institutions":[{"id":"https://openalex.org/I223532165","display_name":"University of Utah","ror":"https://ror.org/03r0ha626","country_code":"US","type":"education","lineage":["https://openalex.org/I223532165"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Paul Jen-Hwa Hu","raw_affiliation_strings":["University of Utah","University of Utah,"],"affiliations":[{"raw_affiliation_string":"University of Utah","institution_ids":["https://openalex.org/I223532165"]},{"raw_affiliation_string":"University of Utah,","institution_ids":["https://openalex.org/I223532165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077260842","display_name":"Olivia R. Liu Sheng","orcid":"https://orcid.org/0000-0002-5263-2726"},"institutions":[{"id":"https://openalex.org/I223532165","display_name":"University of Utah","ror":"https://ror.org/03r0ha626","country_code":"US","type":"education","lineage":["https://openalex.org/I223532165"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Olivia R. Liu Sheng","raw_affiliation_strings":["University of Utah","University of Utah,"],"affiliations":[{"raw_affiliation_string":"University of Utah","institution_ids":["https://openalex.org/I223532165"]},{"raw_affiliation_string":"University of Utah,","institution_ids":["https://openalex.org/I223532165"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5061866803","display_name":"Johnny Lee","orcid":"https://orcid.org/0000-0003-4993-654X"},"institutions":[{"id":"https://openalex.org/I7863295","display_name":"Villanova University","ror":"https://ror.org/02g7kd627","country_code":"US","type":"education","lineage":["https://openalex.org/I7863295"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Johnny Lee","raw_affiliation_strings":["Villanova University"],"affiliations":[{"raw_affiliation_string":"Villanova University","institution_ids":["https://openalex.org/I7863295"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5115883499"],"corresponding_institution_ids":["https://openalex.org/I186143895"],"apc_list":null,"apc_paid":null,"fwci":6.7276,"has_fulltext":false,"cited_by_count":96,"citation_normalized_percentile":{"value":0.96139904,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":100},"biblio":{"volume":"53","issue":"3","first_page":"132","last_page":"136"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11161","display_name":"Consumer Market Behavior and Pricing","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11161","display_name":"Consumer Market Behavior and Pricing","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9980999827384949,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9921000003814697,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.6363089680671692},{"id":"https://openalex.org/keywords/session","display_name":"Session (web analytics)","score":0.6357522010803223},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6125038862228394},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.5898451209068298},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5616015791893005},{"id":"https://openalex.org/keywords/holy-grail","display_name":"Holy Grail","score":0.553808331489563},{"id":"https://openalex.org/keywords/web-site","display_name":"Web site","score":0.5141180157661438},{"id":"https://openalex.org/keywords/competition","display_name":"Competition (biology)","score":0.4994487762451172},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.4660208225250244},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.45641475915908813},{"id":"https://openalex.org/keywords/e-commerce","display_name":"E-commerce","score":0.45234596729278564},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3955705165863037},{"id":"https://openalex.org/keywords/commerce","display_name":"Commerce","score":0.33452385663986206},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.30616331100463867},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.16758152842521667},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.09697309136390686},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.09178578853607178}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6363089680671692},{"id":"https://openalex.org/C2779182362","wikidata":"https://www.wikidata.org/wiki/Q17126187","display_name":"Session (web analytics)","level":2,"score":0.6357522010803223},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6125038862228394},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5898451209068298},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5616015791893005},{"id":"https://openalex.org/C2781270358","wikidata":"https://www.wikidata.org/wiki/Q5885594","display_name":"Holy Grail","level":2,"score":0.553808331489563},{"id":"https://openalex.org/C2984519610","wikidata":"https://www.wikidata.org/wiki/Q35127","display_name":"Web site","level":3,"score":0.5141180157661438},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.4994487762451172},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.4660208225250244},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.45641475915908813},{"id":"https://openalex.org/C78597825","wikidata":"https://www.wikidata.org/wiki/Q484847","display_name":"E-commerce","level":2,"score":0.45234596729278564},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3955705165863037},{"id":"https://openalex.org/C54750564","wikidata":"https://www.wikidata.org/wiki/Q26643","display_name":"Commerce","level":1,"score":0.33452385663986206},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.30616331100463867},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.16758152842521667},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.09697309136390686},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.09178578853607178},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1666420.1666454","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1666420.1666454","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.4000000059604645,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W1575968398","https://openalex.org/W1968856997","https://openalex.org/W1982214937","https://openalex.org/W1994099982","https://openalex.org/W2128857864","https://openalex.org/W2132159329","https://openalex.org/W2151987718","https://openalex.org/W2154384880","https://openalex.org/W2992310966","https://openalex.org/W3123898547","https://openalex.org/W3124721031","https://openalex.org/W3125517498","https://openalex.org/W4230906481","https://openalex.org/W6771166131"],"related_works":["https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W2469901228","https://openalex.org/W2123217435","https://openalex.org/W2141148255","https://openalex.org/W3113150333","https://openalex.org/W2277816436","https://openalex.org/W3015043872","https://openalex.org/W1988526719"],"abstract_inverted_index":{"Introduction":[0],"Is":[1],"stickiness":[2,10,31,42,46,66,83,264,284,364,387,397,417],"the":[3,13,78,92,112,117,154,203,256,260,281,290,297,304,314,321,361,378,428],"Holy":[4],"Grail":[5],"for":[6,106,285],"e-tailing?":[7],"In":[8,344],"general,":[9],"refers":[11],"to":[12,53,57,72,111,133,142,217,219,230,244,295,319,359,377],"amount":[14],"of":[15,82,94,115,227,263,269,283,292,306,316,323,390,406],"time":[16,37],"a":[17,21,25,35,58,123,224,354,410],"person":[18],"spends":[19],"on":[20,236,327],"Web":[22,59,190,238,251],"site":[23,41,191,239],"during":[24,409],"visiting":[26,97,293,325,350,400,411],"session":[27,30,386,396,401],"(such":[28,39],"as,":[29,40],")":[32],"or":[33],"over":[34],"specified":[36],"period":[38],").":[43],"Zauberman":[44],"equates":[45],"and":[47,50,69,108,130,140,169,176,241,278,288,311,365,382,403,421],"\"within-site":[48],"lock-in\"":[49],"uses":[51],"it":[52],"approximate":[54],"visitors'":[55,309,391],"loyalty":[56,229],"site.":[60],"The":[61],"conventional":[62],"wisdom":[63],"suggests":[64],"that":[65,159,214],"is":[67,153,215,274],"crucial":[68],"can":[70],"contribute":[71],"e-tailers'":[73,372],"bottom":[74,373],"lines":[75],"considerably.":[76],"However,":[77,334],"direct":[79,271],"economic":[80,272],"impacts":[81,273],"have":[84,234,339],"not":[85],"been":[86],"duly":[87],"examined":[88,340],"empirically,":[89],"particularly":[90,312],"from":[91,161],"perspective":[93],"consumers'":[95],"within-session":[96,349,392],"behaviors.":[98,393],"E-tailing":[99],"offers":[100],"an":[101,367],"exciting":[102],"global":[103],"virtual":[104],"channel":[105],"marketing":[107],"exchanges.":[109],"According":[110],"U.S.":[113],"Department":[114],"Commerce,":[116],"e-retailing":[118],"industry":[119],"has":[120],"grown":[121],"at":[122,210],"29%":[124],"compounded":[125],"annual":[126],"rate":[127,206],"between":[128,363],"2000":[129],"2004,":[131],"amounting":[132],"$81":[134],"billion":[135,145],"in":[136,138,178,187,265],"sales":[137],"2005":[139],"projected":[141],"reach":[143],"$144":[144],"by":[146,149,202,212,248,353,380,384],"2010.":[147],"Accompanied":[148],"this":[150,179,345],"impressive":[151],"growth":[152],"increasingly":[155,253],"fierce":[156],"market":[157],"competition":[158],"results":[160],"greatly":[162],"reduced":[163],"search":[164],"costs,":[165],"diminished":[166],"product/service":[167],"differentiation,":[168],"rapidly":[170],"eroding":[171],"customer":[172,228],"loyalty.":[173],"To":[174],"survive":[175],"excel":[177],"highly":[180],"competitive":[181],"market,":[182],"e-tailers":[183],"must":[184],"be":[185],"effective":[186,237],"converting":[188],"their":[189,250],"visitors":[192,247],"into":[193],"paying":[194],"customers.":[195],"Such":[196],"conversions":[197],"are":[198],"challenging,":[199],"as":[200,223,331],"manifested":[201],"dismal":[204],"conversion":[205],"(for":[207],"example,":[208],"estimated":[209],"2.3%":[211],"e-tailing.com)":[213],"likely":[216],"continue":[218],"decline.":[220],"Stickiness":[221],"serves":[222],"common":[225],"indicator":[226],"e-tailers.":[231],"Accordingly,":[232],"firms":[233],"focused":[235],"design":[240],"business":[242,261,286,328],"strategies":[243],"\"lock":[245],"in\"":[246],"making":[249],"sites":[252],"sticky.":[254],"Despite":[255],"salient":[257],"beliefs":[258],"about":[259],"value":[262],"e-tailing,":[266],"empirical":[267],"evidence":[268],"its":[270],"surprisingly":[275],"limited.":[276],"Moe":[277,381],"Fader":[279,383],"discuss":[280],"importance":[282,305],"profits":[287],"advocate":[289],"use":[291,315,348],"behaviors":[294,310,326],"investigate":[296,423],"relationship.":[298,431],"Straub":[299],"et":[300],"al.":[301],"also":[302],"highlight":[303],"analyzing":[307],"prominent":[308],"suggest":[313],"click-stream":[317],"data":[318],"examine":[320,360],"effects":[322,342],"essential":[324],"outcomes,":[329],"such":[330],"online":[332],"purchases.":[333],"few":[335],"(if":[336],"any)":[337],"studies":[338],"these":[341],"empirically.":[343],"study,":[346],"we":[347],"behaviors,":[351],"recorded":[352],"designated":[355],"client-side":[356],"monitoring":[357],"program,":[358],"relationship":[362],"conversion,":[366,420],"outcome":[368],"metric":[369],"directly":[370],"affecting":[371],"lines.":[374],"We":[375,394,413],"respond":[376],"call":[379],"examining":[385],"through":[388],"analyses":[389],"measure":[395],"using":[398],"both":[399],"duration":[402],"total":[404],"number":[405],"pages":[407],"accessed":[408],"session.":[412],"empirically":[414],"test":[415],"whether":[416,424],"significantly":[418],"affects":[419],"further":[422],"product":[425],"category":[426],"moderates":[427],"focal":[429],"stickiness--conversion":[430]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":16},{"year":2022,"cited_by_count":9},{"year":2021,"cited_by_count":8},{"year":2020,"cited_by_count":9},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":9},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":6},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":5}],"updated_date":"2026-03-24T08:02:53.985720","created_date":"2025-10-10T00:00:00"}
