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A cross-cultural study of switching barriers and propensity to stay with service providers · Study

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ArticleA cross-cultural study of switching barriers and propensity to stay with service providers

Paul G. Patterson2003

Article2003

A cross-cultural study of switching barriers and propensity to stay with service providers

Paul G. Patterson · Tasman Smith

515 citations·0/0 files stored·Journal of Retailing

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Customer Service Quality and Loyalty Consumer Market Behavior and Pricing Customer churn and segmentation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1990Comparative fit indexes in structural models.1994The Commitment-Trust Theory of Relationship Marketing 1983Culture's Consequences: International Differences in Work-Related Values.1999Whence Consumer Loyalty?1994Customer Loyalty: Toward an Integrated Conceptual Framework 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment 1962Power-Dependence Relations

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2006Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice 2009New Challenges to International Marketing 2005Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs 2008A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses 2015Building, measuring, and profiting from customer loyalty

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Details

Year2003

Typearticle

Published2003-01-01

VenueJournal of Retailing

ISSN-L0022-4359

Languageen

Citations515

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0022-4359(03)00009-5

openalex_workW1980355260

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