Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes
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Customers who enjoy social benefits due to friendly relations with employees often express loyalty toward a particular employee, which makes it harder to switch.
“Similarly, customers who enjoy social benefits due to friendly relations with employees often express loyalty toward a particular employee (Bove and Johnson 2006; Palmatier et al. 2007), which makes it harder to switch (Jones et al. 2002).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Jones et al. 2002
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- Authors
- Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E.
- Affiliations
- University of Tennessee at Chattanooga (US)
- University of Alabama (US)
- Corresponding author
- Jones, Michael A
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2002-06
- Volume
- 55
- Issue
- 6
- Pages
- 441-450
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2077640793
- Cited by
- 909
- References
- 40
- Citations by year
- 2026: 9 · 2025: 24 · 2024: 42 · 2023: 31 · 2022: 35 · 2021: 51 · 2020: 37 · 2019: 34 · 2018: 39 · 2017: 42 · 2016: 45 · 2015: 75 · 2014: 62 · 2013: 62 · 2012: 56
- FWCI
- 24.40
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Business Research (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 › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
- Keywords
- switching costs, customer loyalty, uncertainty costs, setup costs, sunk costs, repurchase intention, customer retention, banks, hairdressers, industry differences, multidimensional scale
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