New Insights on the Moderating Role of Switching Costs on the Satisfaction-Loyalty Link
Journal
Advances in Consumer Research
ISSN
0098-9258
Type
conference paper
Date Issued
2012-10-04
Author(s)
Abstract
Existing studies on the moderating role of switching costs on the satisfaction-loyalty relationship are inconclusive. Based on a meta-analysis and two studies, we show that switching costs moderate this relationship in a nonlinear (inverted u-shaped) way. Explaining existing inconsistencies, our results contribute to a better understanding of the satisfaction-loyalty link.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Association for Consumer Research
Volume
Vol. 40
Start page
2
Event Title
Annual Conference of the Association for Consumer Research (ACR) 2012
Event Location
Vancouver, Canada
Event Date
04.-07.10.2012
Subject(s)
Division(s)
Eprints ID
217626