A contingency model of behavioural intentions in a services context

Paul G. Patterson

88 citations0/0 files storedEuropean Journal of Marketing

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

Abstract

Numerous studies have shown customer satisfaction to be the crucial antecedent of perhaps the most important constructs in marketing – loyalty and customer retention. However the satisfaction→customer retention linkage is not as simple as it might first seem. This study examines the impact of switching barriers as potential moderators of the satisfaction→customer retention linkage. The results show that across each industry studied, the satisfaction→repeat purchase link is stronger under conditions of low switching barriers, and weaker when switching barriers are perceived to be higher, thus supporting a contingency model of customer retention.

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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 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment 1992A National Customer Satisfaction Barometer: The Swedish Experience 1990Zero defections: quality comes to services.1958Social Behavior as Exchange 2006Social Exchange Theory

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2014New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link 2012An Extension of the Four-Stage Loyalty Model: The Critical Role of Positive Switching Barriers 2012Modeling customer satisfaction and loyalty: survey data versus data mining 2012Interactions and consequences of inertia and switching costs 2007Customer retention measurement in the UAE banking sector 2009Contingency variables for customer share of visits to full-service restaurant

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