Customer perceived value, satisfaction, and loyalty: The role of switching costs

Keywords

Customer satisfaction, Business, Marketing, Loyalty business model, Customer delight

References

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• The Services challenge : integrating for competitive advantageJohn A. Czepiel, Carole Congram, Jim Shanahan — 1987
• E-LOYALTY: YOUR SECRET WEAPON ON THE WEBFrederick F. Reichheld, Phil Schefter — 2003
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• SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml — 1988
• Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information TechnologyFred D. Davis — 1989
• Competitive Strategy: Techniques for Analyzing Industries and CompetitorsMichael E. Porter — 1980
• Whence Consumer Loyalty?Richard L. Oliver — 1999
• Why Satisfied Customers DefectThomas O. Jones — 1996
• Technological Incompatibility, Endogenous Switching Costs and Lock-InBegoña García Mariñoso — 2003
• The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations.Reuben M. Baron, David A. Kenny — 1986
• Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce MetricsSarv Devaraj, Ming Fan, Rajiv Kohli — 2002
• The Economics of Organization: The Transaction Cost ApproachOliver E. Williamson — 1981
• Consumer Trust, Value, and Loyalty in Relational ExchangesDeepak Sirdeshmukh, Jagdip Singh, B.A. Sabol — 2002
• The Behavioral Consequences of Service QualityValarie A. Zeithaml, Leonard L. Berry, A. Parasuraman — 1996
• The Antecedents and Consequences of Customer Satisfaction for FirmsEugene W. Anderson, Mary W. Sullivan — 1993
• Evaluating structural equation models with unobservable variables and measurement error.Claes Fornell, David F. Larcker — 1981
• Customer value: The next source for competitive advantageRobert B. Woodruff — 1997
• Service quality, profitability, and the economic worth of customers: What we know and what we need to learnValarie A. Zeithaml — 2000

Cited by

• The factors driving online shopping in Saudi Arabia: Regional and behavioral differences among womenT Al-maghrabi, Charles Dennis — 2009
• Investigating the Role of Network Exteranlities and Perceived Value in User Loyalty Toward a SNS Site: Integrating Network Externalities and VTSL ModelYoojung Kim, Jaejung Kang, Boo-Yun Cho — 2013
• LoyalTracker: Visualizing Loyalty Dynamics in Search EnginesLucélia Maria da Silva Rafael — 2014
• Analysis Of The Congruency Between Brand Personality With Self Image And Service Quality To Build Customer Satisfaction And Loyalty In Hotel Sector (A Case Study In D’season Hotel Surabaya)Nelloh Liza, Goh Alexander Fleming, Mulia Johanes Abdi — 2012
• An Empirical Study of E-Loyalty Development Process from the E-Service Quality Experience: Testing the Etaliq ScaleHonglei Li, Cemal Tevrizci, Nnanyelugo Aham-Anyanwu — 2014
• The relationship between brand perceptions and brand satisfaction on skin care productsJih Yi Goh, Ee Fang Tan, Swed Xue Tiyu — 2013
• The relationship of perceived value, customer satisfaction and brand loyalty of smartphone: The moderating effect of gender among youthM. Lim — 2013
• The impact of employees' customer orientation and service orientation behaviours on customers' service evaluationChanaka Jayawardhena, Andrew M. Farrell, Ankit Sharma — 2008
• The Impact of Different Types of Satisfaction on C2C Platform LoyaltyQian Huang, Robert M. Davison — 2011
• The effect of electronic customer relationship on customer satisfaction a study in web banking in Saudi ArabiaFattheia H. Abdulfattah — 2012
• Customer loyalty in an online retailing environment in the NetherlandsJ.J.M. Claessen — 2013
• El efecto red como herramienta de marketing social en el contexto de la agenda 21 localJosé M. Barrutia, Carmen Etxebarria Miguel — 2011
• The influence of brand image towards overall satisfaction and loyalty intention in the context of local caramelized coffee manufacturing industryWendy Seng Teen Ngo — 2012
• Assessing the Disruptive Potential of Space Technology Concepts: Development and Application of an Evaluation MethodDimitrios A. Giannoulas, Egbert Jan van der Veen — 2012
• Mix flexibiliteit en volume flexibiliteit in een build-to-order omgevingO R van der Kooi — 2011
• User Acceptance of Short Messaging Services: The Convergence of Marketing and MIS ViewsOfir Turel, Alexander Serenko, Nick Bontis — 2005
• Relative Advantage and Perceived Usefulness: The Adoption of Competing ICTsYouwei Wang, Darren Meister, Yinglei Wang — 2008
• Relationship Quality: Its Antecedents and Consequence in the Context of Retailer-Supplier Relationship in BangladeshMohammed Tareque Aziz — 2012
• Wahrgenommener Wert sozialer Netzwerkdienste aus Sicht der BenutzerDanny Pannicke, Rüdiger Zarnekow, Florian Steinberg — 2013
• Nuevas tecnologías y psicología del consumo. El boca a boca y el papel de las redes socialesMaría Pilar Martínez‐Ruiz, Francisco José Palací Descals — 2012

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