CoChat
Sign Up
Cited by 1,828Customer Service Quality and LoyaltyCustomer churn and segmentationService and Product Innovation

Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context

Lam, Shun Y., Shankar, Venkatesh, Erramilli, M. Krishna, Murthy, Bvsan·2004·Journal of the Academy of Marketing Science
DOI 10.1177/0092070304263330
Open this paper in CoChat — free account

Integrity signals

Registry

Crossref · 10.1177/0092070304263330

Cites

64 of 64 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

  • Lam et al. (2004) conceptualize value as a cognition-based construct and suggest perceived value influences customer loyalty through a cognition-affect-behavior model.

    “Lam et al. (2004) conceptualize value as a cognition-based construct and suggest perceived value influences customer loyalty through a cognition-affect-behavior model.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Lam et al. 2004

  • Lam et al. (2004) suggest that switching decisions may involve loyalty benefits that have to be given up when the relationship with the service provider ends.

    “Lam et al. (2004, p. 297) suggest that switching decisions 'may involve loyalty benefits that have to be given up by a customer when his or her relationship with the service provider ends.'”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Lam et al. 2004

  • Lam et al. (2004) predict higher switching costs when customers have developed well-known routines and procedures for dealing with a certain organization, which we consider confidence benefits.

    “In particular, Lam et al. (2004) predict higher switching costs when customers have developed well-known routines and procedures for dealing with a certain organization, which we consider confidence benefits.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Lam et al. 2004

  • Higher switching costs reduce the likelihood that customers leave the organization.

    “Switching costs also are associated with customer loyalty: Higher switching costs reduce the likelihood that customers leave the organization (Blut et al. 2015; Lam et al. 2004; Pick and Eisend 2014).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Lam et al. 2004

  • Lam et al. (2004) consider switching costs independent of the PV/RQ perspective; Scheer et al. (2010) support a bidimensional model with separate paths from benefit-based dependence and cost-based dependence to loyalty.

    “Lam et al. (2004) consider switching costs independent of the PV/RQ perspective; Scheer et al. (2010) support a bidimensional model, with separate paths from benefit-based dependence (i.e., relational benefits) versus cost-based dependence (i.e., switching costs) to loyalty.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Lam et al. 2004

Cites

Flagged first, then by citations

Cited by

Sorted by citations

Related

Authors
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B.
Affiliations
  • Nanyang Technological University (SG)
  • University of Maryland, College Park (US)
ORCID
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2004-07-01
Volume
32
Issue
3
Pages
293-311
ISSN
  • 0092-0703 (ISSN-L)
  • 0000-0000
DOI
10.1177/0092070304263330
OpenAlex
W2002843259
Cited by
1,828
References
64
Citations by year
2026: 21 · 2025: 28 · 2024: 71 · 2023: 76 · 2022: 64 · 2021: 101 · 2020: 98 · 2019: 108 · 2018: 104 · 2017: 110 · 2016: 118 · 2015: 134 · 2014: 151 · 2013: 129 · 2012: 111
FWCI
50.50
Type
journal article
Language
en
Open access
closed
Locations
Journal of the Academy of Marketing Science (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 › Customer churn and segmentation
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Keywords
customer value, customer satisfaction, customer loyalty, switching costs, business-to-business services, mediation, reciprocal effects, courier services

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review