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- W2015629182 abstract "Purpose – There have been mixed results regarding the impacts of satisfaction, service quality and service value on consumer loyalty. The purpose of this paper is to investigate the moderating effects of switching costs between the three antecedents and consumer loyalty via four loyalty dimensions, i.e. repurchase intentions, appreciating behavior, complaining behavior, and price‐increase tolerance.Design/methodology/approach – A conceptual framework is developed where the canonical correlations among the antecedents and components of consumer loyalty are analyzed. Three hypothesis sets are proposed and tested based on 12 service industries in Hong Kong markets.Findings – The findings provide strong evidence of the moderating effects on repurchase preference, but only partial support on the other three loyalty dimensions.Practical implications – The above findings enable managers to adjust their strategies in response to varying levels of switching costs among services, which affect the relationships betw..." @default.
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- W2015629182 date "2009-05-08" @default.
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- W2015629182 title "The role of switching costs on service loyalty: a canonical correlation analysis" @default.
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- W2015629182 doi "https://doi.org/10.1108/17561390910956305" @default.
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