The Satisfaction of Change

How Knowledge and Innovation Overcome Loyalty in Decision-Making Processes

  • Manlio Del Giudice
  • Maria Rosaria Della Peruta

Table of contents

  1. Front Matter
    Pages i-xiii
  2. Manlio Del Giudice, Maria Rosaria Della Peruta
    Pages 1-11
  3. Manlio Del Giudice, Maria Rosaria Della Peruta
    Pages 13-60
  4. Manlio Del Giudice, Maria Rosaria Della Peruta
    Pages 61-98
  5. Manlio Del Giudice, Maria Rosaria Della Peruta
    Pages 121-130
  6. Back Matter
    Pages 131-138

About this book


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. It is a useful and effective tool for online businesses, their main managerial and strategic implications, and the adaptability to existing contexts. 


Customer theory script theory consumers consumer purchase shopping experience switching costs theory digital markets online shopping Digital economy e-commerce shopping script B2B consumer behavior virtual platforms

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

Bibliographic information