The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage
Abstract
Purpose: The study attempts to chart out the role of switching costs in the interrelationships between perceived value, perceived service quality, customer satisfaction, and customer retention. The mediating role of switching costs as well as its direct impact is explored among customers of mobile telephone service providers in India. Design/methodology/approach: The conceptual model is developed based on the existing literature and then the model is validated through the analysis of data collected from customers of mobile services in India. Findings: The mediating role of switching costs is found to have adequate statistical support and the other direct linkages are also found to be valid. The findings suggest that service firms may benefit from pursuing a combined strategy of increasing customer satisfaction and switching costs both independently and in tandem, depending upon the product‐market characteristics. Originality/value: The study extends the knowledge about customer retention by bringing in switching costs as a part of the network of relationship involving perceived value, perceived service quality, and customer satisfaction.
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Citations
Cites
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Developing buyer-seller relationships
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987) · Journal of Marketing · doi:10.1177/002224298705100202 · Cited by 9,139
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Switching barriers and repurchase intentions in services
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00024-5 · Cited by 1,571 · cited 4×
“The direct positive effect of SC on CR has been confirmed in many empirical studies ( Jones et al., 2000; Ranaweera and Prabhu, 2003; Bansal and Taylor, 1999).”
BackgroundMethodInfluential
Cited by
Jeong, Y., & Kim, S. (2019) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-02-2019-0101 · Cited by 326
A SLR on Customer Dropout Prediction
Sobreiro, P., Martinho, D. D. S., Alonso, J. G., & Berrocal, J. (2022) · IEEE Access · doi:10.1109/access.2022.3146397 · Cited by 8
Metadata
- Authors
- Edward, M., & Sahadev, S.
- Venue
- Asia Pacific Journal of Marketing and Logistics
- Publisher
- Emerald
- Published
- 2011-06-14
- Volume
- 23
- Issue
- 3
- Pages
- 327-345
- ISSN
- 1355-5855 (ISSN-L)
- OpenAlex
- W2015864932
- Cited by
- 256
- References
- 11
- FWCI
- 20.00
- 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.
