The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
A cost/benefit approach to understanding service loyalty
Abstract
Examines determinants of service loyalty under the assumption that consumers perform a cost/benefit analysis when deciding whether or not they want to be “regular customers”. It develops potential determinants of service loyalty based on the service quality, transaction cost, and switching cost literature, and estimates their relative influences with survey data from customers currently using banks and travel agencies. The results indicate that, in addition to service quality perceptions, transaction/switching cost factors have a significant impact on service loyalty. Implications of the results are discussed.
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Cites
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Development of a Taxonomy of Services to Gain Strategic Marketing Insights
Bowen, J. (1990) · Journal of the Academy of Marketing Science · doi:10.1177/009207039001800104 · Cited by 397
Cited by
Relationship quality as a predictor of B2B customer loyalty
Rauyruen, P., & Miller, K. E. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2005.11.006 · Cited by 1,123
"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors
Bansal, H. S. (2005) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304267928 · Cited by 975
El-Adly, M. I. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.007 · Cited by 613
The antecedents of consumer loyalty in retail banking
Lewis, B. R., & Soureli, M. (2006) · Journal of Consumer Behaviour · doi:10.1002/cb.46 · Cited by 339
Chen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269
Metadata
- Authors
- Lee, M., & Cunningham, L. F.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2001-04-01
- Volume
- 15
- Issue
- 2
- Pages
- 113-130
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W1971461319
- Cited by
- 452
- References
- 6
- FWCI
- 11.95
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
