Jones, Michael A.

Switching barriers and repurchase intentions in services

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000) · Journal of Retailing

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 1,571

Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2002) · Journal of Business Research

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 909

Transaction-specific satisfaction and overall satisfaction: An empirical analysis

Jones, M. A., & Suh, J. (2000) · Journal of Services Marketing

Customer Service Quality and LoyaltyConsumer Behavior and Marketing Influence

Cited by 620

The impact of service failure severity on service recovery evaluations andpost‐recovery relationships

Weun, S., Beatty, S. E., & Jones, M. A. (2004) · Journal of Services Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 581

The Positive and Negative Effects of Switching Costs on Relational Outcomes

Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 446