This study extends the body of literature concerning service switching, complaint handling, dependence and commitment by investigating why dissatisfied B2B customers do not switch service providers. Specifically, it develops and tests a social exchange-based model examining how dissatisfied, but...

Purpose – This study aims to examine leader–follower interdependence from a different perspective to learn whether variations in the market leader (ML)’s level of market strength require followers to pursue different strategies Literature investigating this interdependence largely focuses...

The literature argues that the alternative outcomes of a customer either ending or continuing a struggling relationship not only depend on the determinant factors or switching barriers, but also on the essential nature of the relationship. This paper adapts a broad social exchange framework to...