Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers

Harvard business review

(1994) · Journal of the American Dietetic Association · doi:10.1016/0002-8223(94)92216-0 · Cited by 46,726

Judgment under Uncertainty: Heuristics and Biases: Biases in judgments reveal some heuristics of thinking under uncertainty.

Tversky, A., & Kahneman, D. (1974) · Science · doi:10.1126/science.185.4157.1124 · Cited by 28,810

Judgment under Uncertainty: Heuristics and Biases

Tversky, A., & Kahneman, D. (1975) · Utility, Probability, and Human Decision Making · doi:10.1007/978-94-010-1834-0_8 · Cited by 22,650

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

A conceptual model of service quality and its implications for future research

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645

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

Advances in Consumer Research

(2025) · doi:10.53555/acr.v2i2 · Cited by 13,486

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

The structure of coping

Pearlin, L. I., & Schooler, C. (1978) · Journal of Health and Social Behavior · doi:10.2307/2136319 · Cited by 7,791 · cited 1×

Elaborating customer loyalty: exploring loyalty to wine retailers

Rundle-Thiele, S. R. (2005) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2004.11.002 · Cited by 91

Switching experience, customer satisfaction, and switching costs in the ICT industry

Matzler, K., Ströbl, A., Thurner, N., & Füller, J. (2015) · Journal of service management · doi:10.1108/josm-04-2014-0101 · Cited by 98

Why you should stop predicting customer churn and start using uplift models

Devriendt, F., Berrevoets, J., & Verbeke, W. (2021) · Information Sciences · doi:10.1016/j.ins.2019.12.075 · Cited by 90

Impact of experience on emotional well-being and loyalty

Baloğlu, Ş., Busser, J. A., & Cain, L. (2018) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2019.1527269 · Cited by 101

Faster Deliveries and Smarter Order Assignments for an On-Demand Meal Delivery Platform

Mao, W., Ming, L., Rong, Y., Tang, C. S., & Zheng, H. (2019) · Journal of Operations Management · doi:10.1002/joom.1354 · Cited by 94

The impact of customer relationship characteristics on customer switching behavior

López, J. P. M., Redondo, Y. P., & Olivan, F. J. S. (2006) · Managing Service Quality · doi:10.1108/09604520610711909 · Cited by 90

Betrayal? Relationship quality implications in service recovery

Holloway, B. B., Wang, S., & Beatty, S. E. (2009) · Journal of Services Marketing · doi:10.1108/08876040910985861 · Cited by 90

Discovering behavioral segments in the mobile phone market

Kımıloğlu, H., Nasir, V. A., & Nasır, S. (2010) · Journal of Consumer Marketing · doi:10.1108/07363761011063303 · Cited by 89

Service Encounter Emotional Value

Bailey, J. J., Gremler, D. D., & McCollough, M. A. (2001) · Services Marketing Quarterly · doi:10.1300/j396v23n01_01 · Cited by 88

New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link

Nagengast, L., Evanschitzky, H., Blut, M., & Rudolph, T. J. (2014) · Journal of Retailing · doi:10.1016/j.jretai.2014.04.001 · Cited by 93

How technical and functional service quality drive consumer happiness

Keyser, A. D., & Larivière, B. (2014) · Journal of service management · doi:10.1108/josm-04-2013-0109 · Cited by 87

How switching costs affect subscriber loyalty in the Turkish mobile phone market: An exploratory study

Aydın, S., & Özer, G. (2006) · Journal of Targeting Measurement and Analysis for Marketing · doi:10.1057/palgrave.jt.5740176 · Cited by 88

Brand Service Quality, Satisfaction, Trust and Preference as Predictors of Consumer Brand Loyalty in the Retailing Industry

Chinomona, R., Mahlangu, D., & Pooe, D. R. I. (2013) · Mediterranean Journal of Social Sciences · doi:10.5901/mjss.2013.v4n14p181 · Cited by 86

Does supply chain agility create customer value and satisfaction for loyal B2B business and B2C end-customers?

Gligor, D. M., Bozkurt, S., Gölgeci̇, İ., & Maloni, M. J. (2020) · International Journal of Physical Distribution & Logistics Management · doi:10.1108/ijpdlm-01-2020-0004 · Cited by 97

Investigating user switching intention for mobile instant messaging application: Taking WeChat as an example

Peng, X., Zhao, Y. C., & Zhu, Q. (2016) · Computers in Human Behavior · doi:10.1016/j.chb.2016.06.054 · Cited by 85

A Systematic Mapping Study on Customer Loyalty and Brand Management

Tartaglione, A. M., Cavacece, Y., Russo, G. M., & Granata, G. (2019) · Administrative Sciences · doi:10.3390/admsci9010008 · Cited by 84

Customer engagement in sales promotion

Kaveh, A., Nazari, M., van der Rest, J.-P. I., & Mira, S. A. (2020) · Marketing Intelligence & Planning · doi:10.1108/mip-11-2019-0582 · Cited by 96

Suppliers' willingness to end unprofitable customer relationships

Helm, S., Rolfes, L., & Günter, B. (2006) · European Journal of Marketing · doi:10.1108/03090560610648101 · Cited by 84

Examining Brand Equity Antecedent/Consequence Relationships

Broyles, S. A., Schumann, D. W., & Leingpibul, T. (2009) · The Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679170204 · Cited by 84

Factors affecting Jordanian consumer loyalty toward cellular phone brand

Hawary, S. I. S. A., & Harahsheh, S. A. M. (2014) · International Journal of Economics and Business Research · doi:10.1504/ijebr.2014.060372 · Cited by 83

Customer switching resistance (CSR)

N’Goala, G. (2007) · International Journal of Service Industry Management · doi:10.1108/09564230710826278 · Cited by 83

Exploring the relationship among affective loyalty, perceived benefits, attitude, and intention to use co‐branded products

Liu, M. T., Chu, R., Wong, I. A., Zúñiga, M. Á., Meng, Y., & Pang, C. (2012) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/13555851211259025 · Cited by 83

Impact of contextual factors, brand loyalty and brand switching on purchase decisions

Shukla, P. (2009) · Journal of Consumer Marketing · doi:10.1108/07363760910976600 · Cited by 82

Hotel loyalty programs: how valuable is valuable enough?

Xie, L. (., & Chen, C. (2013) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2012-0145 · Cited by 82

Extreme gradient boosting trees with efficient Bayesian optimization for profit-driven customer churn prediction

Liu, Z., Jiang, P., Bock, K. W. D., Wang, J., Zhang, L., & Niu, X. (2023) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2023.122945 · Cited by 81

Investigating the complex drivers of loyalty in e‐commerce settings

Kassim, N. M., & Salaheldin, S. I. (2009) · Measuring Business Excellence · doi:10.1108/13683040910943054 · Cited by 81

An integrative framework for customer switching behavior

Mosavi, S. M., Sangari, M. S., & Keramati, A. (2018) · Service Industries Journal · doi:10.1080/02642069.2018.1428955 · Cited by 81

Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings

Wirtz, J., Xiao, P., Chiang, J., & Malhotra, N. K. (2014) · Journal of Retailing · doi:10.1016/j.jretai.2014.07.002 · Cited by 81

Antecedents of Customer Loyalty at Telecomm Sector

Agha, A. A., Rashid, A., Rasheed, R., Khan, S., & Khan, U. (2021) · Turkish Online Journal of Qualitative Inquiry · Cited by 80

For better or for worse?

Ranaweera, C., & Menon, K. (2013) · European Journal of Marketing · doi:10.1108/ejm-06-2011-0295 · Cited by 85

Analysis of the role of complaint management in the context of relationship marketing

Álvarez, L. S., Casielles, R. V., & Martín, A. M. D. (2010) · Journal of Marketing Management · doi:10.1080/02672571003719088 · Cited by 79

B2B purchase engagement: Examining the key drivers and outcomes in professional services

Nyadzayo, M. W., Casidy, R., & Thaichon, P. (2019) · Industrial Marketing Management · doi:10.1016/j.indmarman.2019.11.007 · Cited by 86

Success factors driving consumer reuse intention of mobile shopping application channel

Tseng, T. H., Lee, C. T., Huang, H.-T., & Yang, W. (2021) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-08-2020-0309 · Cited by 94

The Effect of Destination Image on Destination Loyalty: An Application In Alanya

Artuğer, S., Çetinsöz, B. C., & Kılıç, İ. (2013) · European Journal of Business and Management · Cited by 77

Incorporating sequential information into traditional classification models by using an element/position-sensitive SAM

Prinzie, A. A., & den Poel, D. V. (2005) · Decision Support Systems · doi:10.1016/j.dss.2005.02.004 · Cited by 77

Understanding Frequent Switching Patterns

Roos, I., & Gustafsson, A. (2007) · Journal of Service Research · doi:10.1177/1094670507303232 · Cited by 79

Satisfaction and repurchase behavior in a business-to-business setting: Investigating the moderating effect of manufacturer, company and demographic characteristics

Paulssen, M., & Birk, M. M. (2007) · Industrial Marketing Management · doi:10.1016/j.indmarman.2007.05.011 · Cited by 77

Customers’ preferences for new technology-based self-services versus human interaction services in hotels

Kattara, H., & El-Said, O. (2013) · Tourism and Hospitality Research · doi:10.1177/1467358413519261 · Cited by 65

How does corporate association influence consumer brand loyalty? Mediating role of brand identification

Fatma, M., Khan, I. M., & Rahman, Z. (2016) · Journal of Product & Brand Management · doi:10.1108/jpbm-07-2015-0932 · Cited by 77

Including high-cardinality attributes in predictive models: A case study in churn prediction in the energy sector

Moeyersoms, J., & Martens, D. (2015) · Decision Support Systems · doi:10.1016/j.dss.2015.02.007 · Cited by 76

Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness

Aksoy, L., Keiningham, T. L., Buoye, A., Larivière, B., Williams, L., & Wilson, I. (2015) · Journal of Business Research · doi:10.1016/j.jbusres.2015.06.033 · Cited by 81

Understanding consumer’ switching intention toward traceable agricultural products: Push‐pull‐mooring perspective

Nguyen, T. H. N., Yeh, Q.-J., & Huang, C.-Y. (2021) · International Journal of Consumer Studies · doi:10.1111/ijcs.12733 · Cited by 63

A typology of customer‐service provider relationships: the role of relational factors in classifying customers

Coulter, R. A., & Ligas, M. (2004) · Journal of Services Marketing · doi:10.1108/08876040410557267 · Cited by 74

Service Performance—Loyalty Intentions Link in a Business-to-Business Context: The Role of Relational Exchange Outcomes and Customer Characteristics

Briggs, E., & Grisaffe, D. B. (2009) · Journal of Service Research · doi:10.1177/1094670509345683 · Cited by 74

Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability

Larivière, B. (2008) · Journal of Service Research · doi:10.1177/1094670508319092 · Cited by 73

A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres

Howat, G., Crilley, G., & McGrath, R. (2008) · Managing Leisure · doi:10.1080/13606710802200829 · Cited by 73

PLS–SEM in business promotion strategies. A multigroup analysis of mobile coupon users using MICOM

Carranza, R., Díaz, E., Martín-Consuegra, D., & Fernández-Ferrín, P. (2020) · Industrial Management & Data Systems · doi:10.1108/imds-12-2019-0726 · Cited by 72

A study of festival switching intentions, festival satisfaction, festival image, festival affective impacts, and festival quality

Wu, H., & Ai, C.-H. (2015) · Tourism and Hospitality Research · doi:10.1177/1467358415610375 · Cited by 78

Churn prediction of mobile and online casual games using play log data

Kim, S., Choi, D., Lee, E., & Rhee, W. (2017) · PLoS ONE · doi:10.1371/journal.pone.0180735 · Cited by 75

Brand value and firm performance nexus: Further empirical evidence

Yeung, M. C. H., & Ramasamy, B. (2007) · Journal of Brand Management · doi:10.1057/palgrave.bm.2007.4 · Cited by 72

A mediating and multigroup analysis of customer loyalty

Berjoyo, A. P., Moreno, C., & Castro, I. (2016) · European Management Journal · doi:10.1016/j.emj.2016.07.006 · Cited by 79

Influences of IT substitutes and user experience on post-adoption user switching: An empirical investigation

Ye, C., Seo, D., Desouza, K., Sangareddy, S. R. P., & Jha, S. (2008) · J. Assoc. Inf. Sci. Technol. · doi:10.1002/asi.20921 · Cited by 100

Actual and ideal-self congruence and dual brand passion

Astakhova, M. N., Swimberghe, K., & Wooldridge, B. R. (2017) · Journal of Consumer Marketing · doi:10.1108/jcm-10-2016-1985 · Cited by 70

Exploring mindful consumption, ego involvement, and social norms influencing second-hand clothing purchase

Zahid, N. M., Khan, J., & Meng, T. (2022) · Current Psychology · doi:10.1007/s12144-021-02657-9 · Cited by 76

Profit-driven weighted classifier with interpretable ability for customer churn prediction

Jiang, P., Liu, Z., Abedin, M. Z., Wang, J., Yang, W., & Dong, Q. (2024) · Omega · doi:10.1016/j.omega.2024.103034 · Cited by 70

Technology Readiness in the E-Insurance Industry: An Exploratory Investigation and Development of an Agent Technology E-Consumption Model

Taylor, S. A., Celuch, K. G., & Goodwin, S. A. (2002) · RePEc: Research Papers in Economics · Cited by 70

Relationship Glue: Customers and Marketers Co-Creating a Purchase Experience

Rajah, E., Marshall, R., & Nam, I. (2008) · ACR North American Advances · Cited by 70

Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality

Bei, L., & Shang, C.-F. (2005) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2004.07.002 · Cited by 69

Switching Cost and Customers Loyalty in the Mobile Phone Market:the Nigerian Experience

Oyeniyi, O., & Abiodun, A. J. (2010) · Covenant University Repository (Covenant University) · Cited by 69

Operations & supply chain management: principles and practice

Petropoulos, F., Akkermans, H. A., Akşin, O. Z., Ali, I., Babai, M. Z., Barbosa‐Póvoa, A. P., Battaïa, O., Besiou, M., Boysen, N., Brammer, S. J., et al. (2025) · International Journal of Production Research · doi:10.1080/00207543.2025.2555531 · Cited by 88

Influences of Customer Differences of Loyalty, Perceived Risk and Category Experience on Customer Satisfaction Ratings

Johnson, M. S., Garbarino, E., & Sivadas, E. (2006) · International Journal of Market Research · doi:10.1177/147078530604800508 · Cited by 68

Experience Marketing: An Empirical Investigation

Ismail, A. R. (2011) · Journal of Relationship Marketing · doi:10.1080/15332667.2011.599703 · Cited by 67

Trust as a key factor in successful relationships between consumers and retail service providers

Casielles, R. V., Álvarez, L. S., & Martín, A. M. D. (2005) · Service Industries Journal · doi:10.1080/0264206042000302423 · Cited by 67

Brand bank attachment to loyalty in digital banking services: mediated by psychological engagement with service platforms and moderated by platform types

Levy, S. (2022) · International Journal of Bank Marketing · doi:10.1108/ijbm-08-2021-0383 · Cited by 66

Online Consumers' Switching Behavior

Li, D., Browne, G. J., & Wetherbe, J. C. (2007) · Journal of Electronic Commerce in Organizations · doi:10.4018/jeco.2007010102 · Cited by 66

Why do customers switch? More satiated or less satisfied

Park, J.-Y., & Jang, S. S. (2014) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.11.007 · Cited by 66

A quest for destination loyalty by profiling loyal travelers

Tasci, A. D. A. (2016) · Journal of Destination Marketing & Management · doi:10.1016/j.jdmm.2016.04.001 · Cited by 66

Consumer Behavior towards Decision Making and Loyalty to Particular Brands

Oke, A. O., Kamolshotiros, P., Popoola, O. Y., Ajagbe, M. A., & Olujobi, O. J. (2016) · International Review of Management and Marketing · Cited by 66

Examining the impact of experiential value on emotions, self-connective attachment, and brand loyalty in Korean family restaurants

Kim, M., & Stepchenkova, S. O. (2017) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2017.1418699 · Cited by 66

The Effects of Service and Consumer Product Knowledge on Online Customer Loyalty

Xu, D. J., Benbasat, I., & Cenfetelli, R. T. (2011) · Journal of the Association for Information Systems · doi:10.17705/1jais.00279 · Cited by 65

The influence of customer loyalty on small island economies: an empirical and exploratory study

Ozuem, W., Thomas, T., & Lancaster, G. (2015) · Journal of Strategic Marketing · doi:10.1080/0965254x.2015.1011205 · Cited by 64

From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery

Chih, W., Wang, K., Hsu, L., & Cheng, I.-S. (2011) · Service Industries Journal · doi:10.1080/02642069.2010.531267 · Cited by 64

Improving customer retention in financial services using kinship network information

Benoit, D. F., & den Poel, D. V. (2012) · Expert Systems with Applications · doi:10.1016/j.eswa.2012.04.016 · Cited by 64

Customer retention measurement in the UAE banking sector

Kassim, N. M., & Souiden, N. (2007) · Journal of Financial Services Marketing · doi:10.1057/palgrave.fsm.4760040 · Cited by 64

The Effect of Service Quality on Customer Loyalty within the Context of Ski Resorts

Kyle, G. T., Theodorakis, N. D., Karageorgiou, A., & Lafazani, M. (2010) · Journal of Park and Recreation Administration · Cited by 64

Customer win-back: the role of attributions and perceptions in customers’ willingness to return

Pick, D., Thomas, J. S., Tillmanns, S., & Krafft, M. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0453-6 · Cited by 64

Relational switching costs, satisfaction and commitment

Vasudevan, H., Gaur, S. S., & Shinde, R. K. (2006) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/13555850610703281 · Cited by 63

Barriers to repeat patronage: the impact of spectator constraints

Pritchard, M. P., Funk, D. C., & Alexandris, K. (2009) · European Journal of Marketing · doi:10.1108/03090560910923283 · Cited by 65

Segmenting Festival Visitors Using Psychological Commitment

Lee, J., & Kyle, G. T. (2013) · Journal of Travel Research · doi:10.1177/0047287513513168 · Cited by 63

The Strategic Role of the Salesperson in Reducing Customer Defection in Business Relationships

Johnson, J. T., Barksdale, H. C., & Boles, J. S. (2001) · Journal of Personal Selling and Sales Management · doi:10.1080/08853134.2001.10754263 · Cited by 63

Experiential quality, experiential psychological states and experiential outcomes in an unmanned convenience store

Wu, H., Ai, C.-H., & Cheng, C. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.07.003 · Cited by 68

Market share and price rigidity

Isaac Kleshchelski, Y., & Nicolas Vincent, Z. (2009) · Journal of Monetary Economics · doi:10.1016/j.jmoneco.2009.02.006 · Cited by 62

The effect of online shopping festival promotion strategies on consumer participation intention

Chen, C., & Li, X. (2020) · Industrial Management & Data Systems · doi:10.1108/imds-11-2019-0628 · Cited by 65

A narrative review and meta-analysis of service interaction quality: new research directions and implications

Ranjan, K. R., Sugathan, P., & Rossmann, A. (2015) · Journal of Services Marketing · doi:10.1108/jsm-01-2014-0029 · Cited by 65

Modeling consumer switching behavior in social network games by exploring consumer cognitive dissonance and change experience

Yong, L., Li, H., Xu, X., Kostakos, V., & Heikkilä, J. (2016) · Industrial Management & Data Systems · doi:10.1108/imds-05-2015-0170 · Cited by 61

Why Consumers Switch Energy Suppliers: The Role of Individual Attitudes

Xiao-ping, H., & Reiner, D. M. (2017) · The Energy Journal · doi:10.5547/01956574.38.6.hxia · Cited by 61

Systematic review of the elements and service standards of delightful service

Wang, J. C., Wang, Y., & Tai, Y.-F. (2016) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2014-0400 · Cited by 60

Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty

Ou, W., Shih, C., Chen, C.-Y., & Tseng, C.-W. (2011) · Service Industries Journal · doi:10.1080/02642069.2010.531268 · Cited by 63

Technology as an Enabler of the Global Branding of Retail Financial Services

Wright, A. L. (2002) · Journal of International Marketing · doi:10.1509/jimk.10.2.83.19535 · Cited by 59

Self-congruity and flow as antecedents of attitude and loyalty towards a theme park brand

Fu, X., Kang, J., & Tasci, A. D. A. (2017) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2017.1343704 · Cited by 59

Identifying the key issues for measuring loyalty

Russell‐Bennett, R., & Bove, L. L. (2001) · QUT ePrints (Queensland University of Technology) · Cited by 58

Factors Contributing to Customer Loyalty Towards Telecommunication Service Provider

Amin, S. M., Ahmad, U. N. U., & Hui, L. S. (2012) · Procedia - Social and Behavioral Sciences · doi:10.1016/j.sbspro.2012.03.192 · Cited by 58

Moderating effects of marketing communication and financial consideration on customer attitude and intention to purchase Islamic banking products

Hoque, M. E., Hashim, N. M. H. N., & Azmi, M. H. B. (2018) · Journal of Islamic marketing · doi:10.1108/jima-01-2017-0005 · Cited by 58

Does usage level of online services matter to customers’ bank loyalty?

Levy, S. (2014) · Journal of Services Marketing · doi:10.1108/jsm-09-2012-0162 · Cited by 66

Mediating roles of commitment and corporate image in the formation of customer loyalty

Kaur, H., & Soch, H. (2013) · Journal of Indian Business Research · doi:10.1108/17554191311303376 · Cited by 61

The Impact of Product and Service Quality on Brand Loyalty

Reich, A. Z., McCleary, K. W., Tepanon, Y., & Weaver, P. A. (2005) · Journal of Foodservice Business Research · doi:10.1300/j369v08n03_04 · Cited by 57

How Customer Personality Traits Influence Brand Loyalty in the Coffee Shop Industry: The Moderating Role of Business Types

Kim, S., Kim, M., & Holland, S. (2017) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2017.1324340 · Cited by 57

Consumer attitude towards sales promotion techniques: a multi-country study

Fam, K., Brito, P. Q., Gadekar, M., Richard, J., Jargal, U., & Liu, W. (2019) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-01-2018-0005 · Cited by 57

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Beneke, J. H., hayworth, C., hobson, R., & mia, Z. (2012) · Acta Commercii · doi:10.4102/ac.v12i1.129 · Cited by 56

Is Customization Fruitful in Industrialized Homebuilding Industry?

Nahmens, I., & Bindroo, V. (2011) · Journal of Construction Engineering and Management · doi:10.1061/(asce)co.1943-7862.0000396 · Cited by 56

Customer-Base Service Provider——Difference between Switcher and Stayer

Liu, J. (2003) · Journal of Gannan Normal University

Differences between stayers, switchers, and heavy switchers

Moreira, A. C., Silva, P. M., & Moutinho, V. (2016) · Marketing Intelligence & Planning · doi:10.1108/mip-07-2015-0128 · Cited by 16

Retrospective: why do customers switch? The dynamics of satisfaction versus loyalty

Mittal, B. (2016) · Journal of Services Marketing · doi:10.1108/jsm-07-2016-0277 · Cited by 55

Satisfaction, loyalty and word of mouth within the customer base of a utility provider: differences between stayers, switchers and referral switchers

von Wangenheim, F., & Bayón, T. (2004) · Journal of Consumer Behaviour · doi:10.1002/cb.135 · Cited by 135

Switching barriers in business‐to‐business services: a qualitative study

Yanamandram, V., & White, L. (2006) · International Journal of Service Industry Management · doi:10.1108/09564230610656980 · Cited by 187