A cross-cultural study of switching barriers and propensity to stay with service providers

Patterson, Paul G.; Smith, Tasman

doi:10.1016/s0022-4359(03)00009-5

Cited by 515Customer Service Quality and LoyaltyConsumer Market Behavior and PricingCustomer churn and segmentation

A cross-cultural study of switching barriers and propensity to stay with service providers

Patterson, Paul G., Smith, Tasman·2003·Journal of Retailing

DOI 10.1016/s0022-4359(03)00009-5

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Two different perspectives emerge in explaining customer inertia as classification of switching barriers.
“In the service marketing literature, two different perspectives emerge in explaining customer inertia as classification of switching barriers (Patterson and Smith 2003; White and Yanamandram 2004; Yanamandram and White 2006).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Patterson and Smith 2003

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Authors: Patterson, P. G., & Smith, T.
Affiliations: UNSW Sydney (AU)
Thammasat University (TH)
Corresponding author: Patterson, Paul G.
ORCID: Patterson, Paul G.
Venue: Journal of Retailing
Publisher: Elsevier BV
Published: 2003-01
Volume: 79
Issue: 2
Pages: 107-120
ISSN: 0022-4359 (ISSN-L)
DOI: 10.1016/s0022-4359(03)00009-5
OpenAlex: W1980355260
Cited by: 515
References: 76
Citations by year: 2026: 4 · 2025: 7 · 2024: 20 · 2023: 12 · 2022: 25 · 2021: 35 · 2020: 20 · 2019: 18 · 2018: 21 · 2017: 29 · 2016: 25 · 2015: 34 · 2014: 38 · 2013: 21 · 2012: 35
FWCI: 14.32
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Journal of Retailing (publishedVersion)
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 › Consumer Market Behavior and Pricing
Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Keywords: switching barriers, switching costs, customer retention, service loyalty, cross-cultural comparison, search costs, functional risk, social bonds, customer satisfaction, retail services

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