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Reasons for Switching Service Providers
16 references·0 citing·51 second hop
Reasons for Switching Service Providers (2012)Reasons for Switching Service ProvidersThe Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The Effects of Customer Satis…"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors (2004)"Migrating" to New Service Pr…Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors (2001)Customer Switching Behavior i…An investigation into the switching process in retail banking services (2001)An investigation into the swi…Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers (2000)Understanding the Customer Ba…On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)On the Profitability of Long-…Word‐of‐mouth communication in the service marketplace (1999)Word‐of‐mouth communication i…The Service Provider Switching Model (SPSM) (1999)The Service Provider Switchin…Switching Processes in Customer Relationships (1999)Switching Processes in Custom…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…A typology of retail failures and recoveries (1993)A typology of retail failures…The theory of planned behavior (1991)The theory of planned behaviorThe Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …The Framing of Decisions and the Psychology of Choice (1981)The Framing of Decisions and …Free Competition and the Optimal Amount of Fraud (1973)Free Competition and the Opti…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Judgment under Uncertainty: Heuristics and Biases (1974)Prospect Theory: An Analysis of Decision under Risk (1979)Perception of Risk (1987)Prospect theory: An analysis of decision under risk (1988)Toward a Theory of Situation Awareness in Dynamic Systems (1995)Framing Processes and Social Movements: An Overview and Assessment (2000)Coefficient Alpha and the Internal Structure of Tests (1951)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy: Toward a unifying theory of behavioral change. (1977)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Commitment-Trust Theory of Relationship Marketing (1994)The Process of Customer Engagement: A Conceptual Framework (2008)Customer engagement, buyer‐seller relationships, and social media (2012)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)Alternative Ways of Assessing Model Fit (1992)Service Quality, Trust, Specific Asset Investment, and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Framework (2006)The Positive and Negative Effects of Switching Costs on Relational Outcomes (2007)Remanufacturing for the Circular Economy: An Examination of Consumer Switching Behavior (2016)Judgment under Uncertainty: Heuristics and Biases (1975)Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context (2005)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Marketing Research (1970)Partnering as a Focused Market Strategy (1991)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Understanding Customer Experience Throughout the Customer Journey (2016)The Evolution of Cooperation (1981)The Role of Market Forces in Assuring Contractual Performance (1981)Evaluating the Potential of Interactive Media through a New Lens: Search versus Experience Goods (1998)
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References

  • 1991The theory of planned behavior90,729 cited
  • 1981The Framing of Decisions and the Psychology of Choice17,834 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1973Free Competition and the Optimal Amount of Fraud3,943 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
  • 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
  • 2000Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers1,305 cited
  • 2004"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors973 cited
  • 1993A typology of retail failures and recoveries871 cited
  • 2001Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors527 cited
  • 1999Word‐of‐mouth communication in the service marketplace476 cited
  • 1999The Service Provider Switching Model (SPSM)

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419 cited
  • 1999Switching Processes in Customer Relationships314 cited
  • 2001An investigation into the switching process in retail banking services273 cited
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