Abstract
| Language | English |
|---|---|
| Pages | 800-808 |
| Number of pages | 9 |
| Journal | Journal of Business Research |
| Volume | 64 |
| Issue number | 8 |
| DOIs | |
| Publication status | Published - Aug 2011 |
Fingerprint
Keywords
- quality
- repurchase intentions
- costs
- behavior
- performance
- market
- loyalty
- social ties
- outcomes
- habits
- model
- switching barriers
- contractual relationships
- satisfaction
- context
- economic switching barriers
- customer loyalty
- contractual service settings
Cite this
}
How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings. / Woisetschlager, D. M.; Lentz, P.; Evanschitzky, H.
In: Journal of Business Research, Vol. 64, No. 8, 08.2011, p. 800-808.Research output: Contribution to journal › Article
TY - JOUR
T1 - How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings
AU - Woisetschlager, D. M.
AU - Lentz, P.
AU - Evanschitzky, H.
PY - 2011/8
Y1 - 2011/8
N2 - While existing literature acknowledges positive effects of satisfaction and economic switching barriers for building customer loyalty, studies analyzing interactions of these antecedents reveal mixed findings. Prior research does not consider, as antecedents of switching barriers, either habits or social ties that result from shared service-usage within a family or community. This paper contributes to the literature, first, by replicating the effects of satisfaction, economic switching barriers, and their interaction with customer loyalty and word-of-mouth of subscribers to a contractual service. Second, the study empirically tests the role of social ties as a social switching barrier. Third, the study introduces and tests the effects of habits as a precursor of economic and social switching barriers. Results reveal significant positive effects of satisfaction, economic switching barriers, and social ties on customer loyalty and word-of-mouth. Additionally, economic switching barriers and social ties interact significantly with satisfaction and habits act as a precursor of economic switching barriers and social ties.
AB - While existing literature acknowledges positive effects of satisfaction and economic switching barriers for building customer loyalty, studies analyzing interactions of these antecedents reveal mixed findings. Prior research does not consider, as antecedents of switching barriers, either habits or social ties that result from shared service-usage within a family or community. This paper contributes to the literature, first, by replicating the effects of satisfaction, economic switching barriers, and their interaction with customer loyalty and word-of-mouth of subscribers to a contractual service. Second, the study empirically tests the role of social ties as a social switching barrier. Third, the study introduces and tests the effects of habits as a precursor of economic and social switching barriers. Results reveal significant positive effects of satisfaction, economic switching barriers, and social ties on customer loyalty and word-of-mouth. Additionally, economic switching barriers and social ties interact significantly with satisfaction and habits act as a precursor of economic switching barriers and social ties.
KW - quality
KW - repurchase intentions
KW - costs
KW - behavior
KW - performance
KW - market
KW - loyalty
KW - social ties
KW - outcomes
KW - habits
KW - model
KW - switching barriers
KW - contractual relationships
KW - satisfaction
KW - context
KW - economic switching barriers
KW - customer loyalty
KW - contractual service settings
UR - http://www.scopus.com/inward/record.url?scp=79956275814&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2010.10.007
DO - 10.1016/j.jbusres.2010.10.007
M3 - Article
VL - 64
SP - 800
EP - 808
JO - Journal of Business Research
T2 - Journal of Business Research
JF - Journal of Business Research
SN - 0148-2963
IS - 8
ER -