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More on the role of switching costs in service markets: A research note

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References

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2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

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865 cited

2002Beyond valence in customer dissatisfaction849 cited

1998Recovering and Learning from Service Failure727 cited

Cited by

2013The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge70 cited
2015Securing business-to-business relationships: The impact of switching costs68 cited
2017Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context67 cited
2017Customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in Bangladesh mobile telecommunications market53 cited
2018The impact of customer inclusion in firm governance on customers' commitment and voice behaviors48 cited
2018The impact of switching costs on customer complaint behavior and service recovery evaluation47 cited
2017The combined effect of product returns experience and switching costs on B2B customer re-purchase intent46 cited
2023Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction44 cited
2020Service Captivity: No Choice, No Voice, No Power43 cited
2015Understanding B2B customer loyalty in the mobile telecommunication industry: a look at dedication and constraint38 cited
2023Understanding green loyalty: A literature review based on bibliometric-content analysis35 cited
2018Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking32 cited
2019Assessing the implementation of Sustainable Development Goals through switching cost29 cited
2015Complaints management and bank risk profile27 cited
2014Customer Dissatisfaction Responses to Restaurant Service Failures: Insights Into Noncomplainers From a Relational Perspective26 cited
2019The influence of goal attainment and switching costs on customers’ staying intentions26 cited