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Analysing firms' failures as determinants of consumer switching intentions

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References

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2,256 cited

1995Why Satisfied Customers Defect2,226 cited

2000No Pain, No Gain: A Critical Review of the Literature on Signaling Unobservable Product Quality2,159 cited

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2009Contingency variables for customer share of visits to full-service restaurant63 cited
2015A narrative review and meta-analysis of service interaction quality: new research directions and implications61 cited
2016Consumer anger: a label in search of meaning57 cited
2014First-class airline travellers' perception of luxury goods and its effect on loyalty formation52 cited
2015The three-stage model of service consumption45 cited
2017Relative Contributions of Product Quality and Service Quality in the Automobile Industry45 cited
2019Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type43 cited
2012Service Quality and Customer Satisfaction40 cited
2019Shine bright like a star: Hotel performance and guests’ expectations based on star ratings40 cited
2016Research on customer switching behavior in the service industry38 cited