"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors

Bansal, H. S.

doi:10.1177/0092070304267928

Cited by 975Customer Service Quality and LoyaltyConsumer Market Behavior and PricingConsumer Behavior and Marketing Influence

"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

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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. 2005

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Authors: Bansal, H. S.
Affiliations: Wilfrid Laurier University (CA)
Corresponding author: Bansal, H. S.
Venue: Journal of the Academy of Marketing Science
Publisher: Springer Science and Business Media LLC
Published: 2005-01-01
Volume: 33
Issue: 1
Pages: 96-115
ISSN: 0092-0703 (ISSN-L)
DOI: 10.1177/0092070304267928
OpenAlex: W2150045357
Cited by: 975
References: 101
Citations by year: 2026: 71 · 2025: 99 · 2024: 82 · 2023: 96 · 2022: 68 · 2021: 82 · 2020: 54 · 2019: 55 · 2018: 39 · 2017: 40 · 2016: 38 · 2015: 50 · 2014: 42 · 2013: 38 · 2012: 33
FWCI: 15.15
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 › Consumer Market Behavior and Pricing
Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords: service provider switching, customer switching, migration models, switching intention, moderating effect

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"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors

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