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What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain
Chuah, Stephanie Hui-wen; Marimuthu, Malliga; … - In: Journal of retailing and consumer services 36 (2017), pp. 124-136
Persistent link: https://www.econbiz.de/10011697928
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Why do satisfied customers defect? : a closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
Chuah, Stephanie Hui-wen; Rauschnabel, Philipp A.; … - In: Journal of service theory and practice : JSTP 27 (2017) 3, pp. 616-641
Persistent link: https://www.econbiz.de/10011707281
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Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
Chuah, Stephanie Hui-Wen; Rauschnabel, Philipp A.; … - In: Journal of Service Theory and Practice 27 (2017) 3, pp. 616-641
Purpose The 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...
Persistent link: https://www.econbiz.de/10014907488