The DOI matches its Crossref record; the references it cites are not checked yet.
A Three-Component Model of Customer to Service Providers
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
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?
The more affectively attached consumers feel, the more likely they are to continue patronizing the service provider.
“Service literature suggests that such bonds oblige consumers to be more loyal to the same firm (Bansal, Irving, and Taylor 2004); the more affectively attached consumers feel, the more likely they are to continue patronizing the service provider (Fleming, Coffman, and Harter 2005).”
From Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services (2008) · cites this paper as Bansal, Irving, and Taylor 2004
Switching costs hold customers in business relationships regardless of their satisfaction with the service provider.
“The switching costs are acknowledged as a means for holding customers in business relationships, irrespective of their level of satisfaction with the service provider (Bansal et al. 2004; 2005; Burnham et al. 2003; Jones et al. 2002).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Bansal et al. 2004
Citations
The citation lists haven’t been fetched yet
References 63 · Cited by 934
Metadata
- Authors
- Bansal, H. S., Irving, P. G., & Taylor, S. F.
- Affiliations
- Wilfrid Laurier University (CA)
- Queen's University (CA)
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2004-07-01
- Volume
- 32
- Issue
- 3
- Pages
- 234-250
- ISSN
- 0092-0703 (ISSN-L)
- 0000-0000
- OpenAlex
- W2018713904
- Cited by
- 934
- References
- 63
- Citations by year
- 2026: 6 · 2025: 23 · 2024: 28 · 2023: 32 · 2022: 42 · 2021: 48 · 2020: 54 · 2019: 52 · 2018: 58 · 2017: 52 · 2016: 68 · 2015: 55 · 2014: 77 · 2013: 68 · 2012: 58
- FWCI
- 40.40
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › 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 commitment, service provider switching, switching intention, customer retention, three-component model of commitment, service switching
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.
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