When consumers switch service providers they incur various costs ranging from time spent … 展开

Cost-benefit models of behavior suggest that consumers engage in activities if the perceived benefits outweigh the perceived costs (e.g., Stigler, 1961). All else being equal, higher per… 展开

Standard scale development procedures (i.e., Churchill, 1979, Gerbing and Anderson, 1988, Nunnally, 1978) were followed in the development of the multidimensiona… 展开

Results of two studies support the proposed dimensionality of switching costs and the generalizability of the factor structure across service industries. The multidimensiona… 展开

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Repurchase intentions were measured using a 10-point scale, while all other constructs were … 展开

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EW Anderson
Cross-category variation in customer satisfaction and retention
Mark Lett, 5 (199… 展开