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Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions, Positive Recommendations, and Price Tolerance1
16 references·8 citing·39 second hop
Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions, Positive Recommendations, and Price Tolerance1 (2009)Customer Satisfaction and Switching Barri…Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)Do Satisfied Customers Really…Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer Value, Satisfaction,…Consumer Switching Costs: A Typology, Antecedents, and Consequences (2003)Consumer Switching Costs: A T…The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)The Measurement of Word-of-Mo…Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Satisfaction, Repurchase Inte…Switching barriers and repurchase intentions in services (2000)Switching barriers and repurc…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Competition when Consumers have Switching Costs: An Overview with Applications to Industrial Organization, Macroeconomics, and International Trade (1995)Competition when Consumers ha…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Markets with Consumer Switching Costs (1987)Markets with Consumer Switchi…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Capturing OTT users in an emerging market: Insights on quality of OTT service and behavioral intentions through extended technology acceptance model (2024)Capturing OTT users in an eme…Delight and Commitment—Revisiting the Satisfaction-Loyalty Link (2021)Delight and Commitment—Revisi…The Hidden Chain of Branded Telecommunication Services Delivery: Value, Trust, Brand, Price Tolerance and Word of Mouth Communication Chain (2020)The Hidden Chain of Branded T…Reducing temptation to switch mobile data service providers over time (2018)Reducing temptation to switch…Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty (2017)Relationship intention and re…Examining the impact of the attractiveness of alternatives on customers’ perceptions of price tolerance: Moderation and mediation analyses (2016)Examining the impact of the a…The influence of customer satisfaction on customer price behavior: literature review and identification of research gaps (2014)The influence of customer sat…Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments (2014)Assessing the effects of sati…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Exchange and Power in Social Life. (1965)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Relationship quality as a predictor of B2B customer loyalty (2006)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures (2010)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Understanding Customer Experience Throughout the Customer Journey (2016)Diffusion of Innovations 1 (2019)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Satisfaction: a behavioral perspective on the consumer (2010)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A General Approach to Confirmatory Maximum Likelihood Factor Analysis (1969)Intraclass Reliability Estimates: Testing Structural Assumptions (1974)When to use and how to report the results of PLS-SEM (2018)Understanding Relationship Marketing Outcomes (2002)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Brave new world: service robots in the frontline (2018)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error113,385 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.42,320 cited
  • 1999Whence Consumer Loyalty?10,801 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,761 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1994Putting the Service-Profit Chain to Work3,734 cited
  • 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,290 cited
  • 2003Consumer Switching Costs: A Typology, Antecedents, and Consequences1,877 cited
  • 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context1,846 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,679 cited
  • 2000Switching barriers and repurchase intentions in services1,605 cited
  • 2001The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents1,591 cited
  • 1995Competition when Consumers have Switching Costs: An Overview with Applications to Industrial Organization, Macroeconomics, and International Trade

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1,519 cited
  • 1987Markets with Consumer Switching Costs1,469 cited
  • 2005Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay1,222 cited
  • Cited by

    • 2014Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments50 cited
    • 2021Delight and Commitment—Revisiting the Satisfaction-Loyalty Link30 cited
    • 2017Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty23 cited
    • 2018Reducing temptation to switch mobile data service providers over time22 cited
    • 2014The influence of customer satisfaction on customer price behavior: literature review and identification of research gaps18 cited
    • 2024Capturing OTT users in an emerging market: Insights on quality of OTT service and behavioral intentions through extended technology acceptance model17 cited
    • 2020The Hidden Chain of Branded Telecommunication Services Delivery: Value, Trust, Brand, Price Tolerance and Word of Mouth Communication Chain15 cited
    • 2016Examining the impact of the attractiveness of alternatives on customers’ perceptions of price tolerance: Moderation and mediation analyses10 cited