Augusto de Matos, Celso; Luiz Henrique, Jorge; de Rosa, … - In: International Journal of Bank Marketing 27 (2009) 7, pp. 506-523
Purpose – The purpose of this paper is to develop and empirically test the antecedent, mediating and moderating role of switching costs on the relationship between satisfaction and loyalty. Design/methodology/approach – Competing models are proposed based on previous studies investigating...