Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan
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Relational benefits might induce switching costs that can drive customer loyalty too.
“Furthermore, relational benefits might induce switching costs that can drive customer loyalty too (Chang and Chen 2007; Gremler and Gwinner 2015).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Chang and Chen 2007
Special treatment benefits imply better deals or lower prices for loyal customers, so if they switch, they would have to give up these benefits.
“Finally, special treatment benefits imply better deals or lower prices for loyal customers, so if they switch, they would have to give up these benefits (Chang and Chen 2007).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Chang and Chen 2007
Relational benefits often create switching costs because when people decide to leave a service provider, they also risk losing all benefits they have accrued for being loyal to that particular organization.
“Relational benefits often create switching costs because when people decide to leave a service provider, they also risk losing all benefits they have accrued for being loyal to that particular organization (Chang and Chen 2007).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Chang and Chen 2007
The citation lists haven’t been fetched yet
References 27 · Cited by 109
- Authors
- Chang, Y.-H., & Chen, F.-Y.
- Affiliations
- National Cheng Kung University (TW)
- China University of Science and Technology (TW)
- Corresponding author
- Chen, Fang-Yuan
- Venue
- Journal of Air Transport Management
- Publisher
- Elsevier BV
- Published
- 2007-03
- Volume
- 13
- Issue
- 2
- Pages
- 104-109
- ISSN
- 0969-6997 (ISSN-L)
- OpenAlex
- W2028571322
- Cited by
- 109
- References
- 27
- Citations by year
- 2025: 2 · 2024: 2 · 2023: 5 · 2022: 9 · 2021: 3 · 2020: 6 · 2019: 7 · 2018: 9 · 2017: 8 · 2016: 4 · 2015: 9 · 2014: 10 · 2013: 11 · 2012: 10
- FWCI
- 1.91
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Air Transport Management (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Economics, Econometrics and Finance › General Economics, Econometrics and Finance › Aviation Industry Analysis and Trends
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
- Keywords
- customer relationship management, switching barriers, customer loyalty, relationship benefits, airline customers, airline industry, social benefits, confidence benefits, special treatment benefits, cross-cultural comparison, Taiwan
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