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The Impact of Service Characteristics on the Switching Costs–Customer Loyalty Link · Study

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The Impact of Service Characteristics on the Switching Costs–Customer Loyalty Link

Markus Blut, Sharon E. Beatty, Heiner Evanschitzky, Christian Brock

2014-05-17articleJournal of Retailing144 citationsgreen

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

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Citations in this library

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References

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1979Prospect Theory: An Analysis of Decision under Risk

1988Prospect theory: An analysis of decision under risk

1994The Commitment-Trust Theory of Relationship Marketing

1985A Conceptual Model of Service Quality and Its Implications for Future Research

1985From Intentions to Actions: A Theory of Planned Behavior

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2015To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?

2023Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness

2019The role of customer engagement facets on the formation of attitude, loyalty and price perception

2014New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link

2020Buyer dependence in B2B relationships: The role of supplier investments, commitment form, and trust

2017Why are Generation Y consumers the most likely to complain and repurchase?

2015Securing business-to-business relationships: The impact of switching costs

Details

Year2014

Typearticle

VenueJournal of Retailing

Languageen

Files0 public / 0

Identifiers

doi10.1016/j.jretai.2014.04.003

openalex_workW2003146859

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