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Cited by 882

The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.

The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France

Lee, Jonathan, Lee, Janghyuk, Feick, Lawrence·2001·Journal of Services Marketing
DOI 10.1108/08876040110381463
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Abstract

The main objective of customer satisfaction programs is to increase customer retention rates. In explaining the link between customer satisfaction and loyalty, switching costs play an important role and provide useful insight. For example, the presence of switching costs can mean that some seemingly loyal customers are actually dissatisfied but do not defect because of high switching costs. Thus, the level of switching costs moderates the link between satisfaction and loyalty. The purposes of this paper are: to examine the moderating role of switching costs in the customer satisfaction‐loyalty link; and to identify customer segments and then analyze the heterogeneity in the satisfaction‐loyalty link among the different segments. An empirical example based on the mobile phone service market in France indicates support for the moderating role of switching costs. Managerial implications of the results are discussed.

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Cites

Show all 7 references

Research works printed but not linked: 29

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Cited by

Metadata

Authors
Lee, J., Lee, J., & Feick, L.
Venue
Journal of Services Marketing
Publisher
Emerald
Published
2001-02-01
Volume
15
Issue
1
Pages
35-48
ISSN
0887-6045 (ISSN-L)
DOI
10.1108/08876040110381463
OpenAlex
W2060482351
Cited by
882
References
7
FWCI
15.68
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)

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