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Customer inertia marketing · Study

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ArticleCustomer inertia marketing

Conor M. Henderson2020

Article2020

Customer inertia marketing

Conor M. Henderson · Lena Steinhoff · Colleen M. Harmeling · Robert W. Palmatier

73 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Decision-Making and Behavioral Economics Consumer Market Behavior and Pricing

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1974Judgment under Uncertainty: Heuristics and Biases 1975Judgment under Uncertainty: Heuristics and Biases 1990Experimental Tests of the Endowment Effect and the Coase Theorem 2000Experimental Tests of the Endowment Effect and the Coase Theorem 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

Cited by

2022Effects of inertia and switching costs on customer retention: a study of budget hotels in China 2022Better or Worse? Effects of online promotion habits on customer value: An empirical study 2022Do shoppers choose the same brand on the next trip when facing the same context? An empirical investigation in FMCG retailing 2022Extension and customer reaction on sharing economy platforms: The role of customer inertia 2023

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2016The effects of customer equity drivers on loyalty across services industries and firmsarticle · 12 shared references 2020An emerging theory of loyalty program dynamicsarticle · 11 shared references 2009How to Make Switching Costlyarticle · 11 shared references 2017Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing contextarticle · 11 shared references 2010How Complementarity and Substitution Alter the Customer Satisfaction–Repurchase Linkarticle · 10 shared references 2014New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Linkarticle · 10 shared references

Details

Year2020

Typearticle

Published2020-09-03

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations73

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s11747-020-00744-0

openalex_workW3083240935

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Do individuals' resist green home investment decisions? An empirical study from status quo bias and inertia perspective