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Interactions and consequences of inertia and switching costs

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References

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723 cited

2002The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter?721 cited

1994Consumer satisfaction and perceived quality: Complementary or divergent constructs?719 cited

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2022Effects of inertia and switching costs on customer retention: a study of budget hotels in China33 cited
2014A firm's post-adoption behavior: loyalty or switching costs?32 cited
2015The effect of justice in the history of loyalty: A study in failure recovery in the retail context28 cited
2017Unlocking behaviors of long-term service consumers: the role of action inertia27 cited
2015An agency theory scale for financial services26 cited
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