Evanschitzky, HeinerHeinerEvanschitzkyNagengast, LianeLianeNagengastBlut, MarkusMarkusBlutRudolph, ThomasThomasRudolph2023-04-132023-04-132013-07-06https://www.alexandria.unisg.ch/handle/20.500.14171/88983Existing studies on the moderating role of switching costs on the relationship between satisfaction and loyalty are inconclusive. A meta-analysis and four empirical studies reveal that the moderating effect follows an inverted u-shape. The satisfaction-loyalty link is strongest for medium switching costs-levels and weaker for low and high switching costs-levels.enconference paper