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Relationships and individuals' bank switching behavior

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References

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1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1981Credit Rationing in Markets with Imperfect Information12,762 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
1994The Benefits of Lending Relationships: Evidence from Small Business Data5,434 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1995Relationship Lending and Lines of Credit in Small Firm Finance3,641 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1995Relationship Marketing in Consumer Markets: Antecedents and Consequences1,757 cited
1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality

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1,185 cited

1983Emerging perspectives on services marketing1,018 cited

Cited by

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2018An integrative framework for customer switching behavior71 cited
2007Online Consumers' Switching Behavior65 cited
2011Customer satisfaction and universal banks: an empirical study51 cited
2010The Power of Self-Efficacy Change During Service Provision: Making Your Customers Feel Better About Themselves Pays Off50 cited
2011Factors affecting customer loyalty in Pakistan47 cited
2019Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type43 cited
2017Consumers’ switching motivations and intention in the case of bank mergers: a cross-cultural study41 cited
2013The Influence of Overall Satisfaction and Trust on Customer Loyalty40 cited
2015Customer defection in retail banking38 cited
2017Banking Products: You Can Take Them with You, So Why Don’t You?35 cited
2016Endogenous credit standards and aggregate fluctuations34 cited
2020Personalized pricing for customer retention: Theory and evidence from mobile communication31 cited