Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
Journal of Service Theory and Practice, pp. 616-641, 2017.
PurposeThe purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a holistic model of service switching in a mobile internet setting. The model, which reflects both barriers and inducements of switching, is developed based on the “mooring” and “pull” concepts in the migration literature.Design/m...More
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