The relationship between satisfaction and loyalty: A mediator analysis
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Customers prefer to stay with the existing service provider instead of exploring new options.
“Thus, the customers prefer to stay with the existing service provider instead of exploring new options (Bodet 2008; Bozzo 2002; Picón et al. 2014).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Picón et al. 2014
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- Authors
- Picón, A., Castro, I., & Roldán, J. L.
- Affiliations
- Universidad de Sevilla (ES)
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2014-05
- Volume
- 67
- Issue
- 5
- Pages
- 746-751
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2001560756
- Cited by
- 215
- References
- 30
- Citations by year
- 2026: 5 · 2025: 6 · 2024: 12 · 2023: 20 · 2022: 30 · 2021: 23 · 2020: 15 · 2019: 30 · 2018: 24 · 2017: 17 · 2016: 16 · 2015: 13 · 2014: 4
- FWCI
- 22.66
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Licence
- Locations
- Journal of Business Research (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Deposito de Investigacion Universidad de Sevilla (University of Seville) (submittedVersion, cc-by-nc-nd)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
- Keywords
- customer satisfaction, customer loyalty, perceived switching costs, multiple mediation, insurance companies, antecedents of loyalty
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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