SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge
16 references·10 citing·41 second hop
The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge (2013)The double-edged sword: The positive and …Stress: Appraisal and Coping (2013)Stress: Appraisal and CopingConsumer Switching Costs: A Typology, Antecedents, and Consequences (2003)Consumer Switching Costs: A T…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Shame and Guilt (2002)Shame and GuiltSwitching barriers and repurchase intentions in services (2000)Switching barriers and repurc…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…Measuring Emotions in the Consumption Experience (1997)Measuring Emotions in the Con…Are shame, guilt, and embarrassment distinct emotions? (1996)Are shame, guilt, and embarra…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…LISREL 7 : user's reference guide (1989)LISREL 7 : user's reference g…Emotion knowledge: Further exploration of a prototype approach. (1987)Emotion knowledge: Further ex…Stress, appraisal, and coping (1985)Stress, appraisal, and copingPatterns of cognitive appraisal in emotion. (1985)Patterns of cognitive apprais…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction (2023)Measuring the intention-behav…The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles (2022)The effect of service failure…Strengthening the satisfaction loyalty link: the role of relational switching costs (2021)Strengthening the satisfactio…Severe service failures and online vindictive word of mouth: The effect of coping strategies (2021)Severe service failures and o…Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory (2020)Why Service Recovery Fails? E…Does love become hate or forgiveness after a double deviation? The case of hotel loyalty program members (2020)Does love become hate or forg…The influence of goal attainment and switching costs on customers’ staying intentions (2019)The influence of goal attainm…Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety (2019)Modeling revenge and avoidanc…The impact of switching costs on customer complaint behavior and service recovery evaluation (2018)The impact of switching costs…Consumer Resistance: From Anti-Consumption to Revenge (2017)Consumer Resistance: From Ant…Emotion And Adaptation (1991)What Good Are Positive Emotions? (1998)Positive affect and the other side of coping. (2000)The job demands-resources model of burnout. (2001)Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. (2003)Prejudice, social stress, and mental health in lesbian, gay, and bisexual populations: Conceptual issues and research evidence. (2003)The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Customer engagement: the construct, antecedents, and consequences (2016)Understanding Customer Experience Throughout the Customer Journey (2016)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)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)The expression of the emotions in man and animals. (1872)Emotional Intelligence (1990)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Core affect and the psychological construction of emotion. (2003)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)lavaan : An R Package for Structural Equation Modeling (2012)Relations among emotion, appraisal, and emotional action readiness. (1989)Assessing subjective well-being: Progress and opportunities (1994)Compassion: An evolutionary analysis and empirical review. (2010)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1985Stress, appraisal, and coping31,975 cited
  • 2013Stress: Appraisal and Coping27,826 cited
  • 1989LISREL 7 : user's reference guide6,783 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1985Patterns of cognitive appraisal in emotion.4,061 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1987Emotion knowledge: Further exploration of a prototype approach.3,071 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2002Shame and Guilt2,063 cited
  • 1997Measuring Emotions in the Consumption Experience1,970 cited
  • 2003Consumer Switching Costs: A Typology, Antecedents, and Consequences1,857 cited
  • 2000Switching barriers and repurchase intentions in services1,570 cited

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

1996
Are shame, guilt, and embarrassment distinct emotions?
1,555 cited

Cited by

  • 2021Severe service failures and online vindictive word of mouth: The effect of coping strategies61 cited
  • 2020Does love become hate or forgiveness after a double deviation? The case of hotel loyalty program members54 cited
  • 2019Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety53 cited
  • 2018The impact of switching costs on customer complaint behavior and service recovery evaluation47 cited
  • 2023Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction44 cited
  • 2022The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles43 cited
  • 2020Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory37 cited
  • 2021Strengthening the satisfaction loyalty link: the role of relational switching costs34 cited
  • 2017Consumer Resistance: From Anti-Consumption to Revenge33 cited
  • 2019The influence of goal attainment and switching costs on customers’ staying intentions26 cited