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Assessing service quality, switching costs and customer loyalty in home-delivery services in Taiwan

Chou, Pin-fenn; Lu, Chin-shan - In: Transport reviews : TR 29 (2009) 6, pp. 741-758

Persistent link: https://www.econbiz.de/10003914416

Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal

Li, Chia-Ying - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 370-393

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Customer loyalty development : the role of switching costs

Stan, Valentina; Caemmerer, Barbara; Cattan-Jallet, Roxane - In: The journal of applied business research 29 (2013) 5, pp. 1541-1554

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Retaining customers after service failure recoveries : a contingency model

Wang, Kai-yu; Hsu, Li-chun; Chih, Wen-hai - In: Managing service quality : MSQ ; an international journal 24 (2014) 4, pp. 318-338

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Uncovering the real effect of switching costs on the satisfaction-loyalty association : the critical role of involvement and relationship benefits

Dagger, Tracey S.; David, Meredith E. - In: European journal of marketing : EJM 46 (2012) 3/4, pp. 447-468

Persistent link: https://www.econbiz.de/10009535672

The combined effect of product returns experience and switching costs on B2B customer re-purchase intent

Russo, Ivan; Confente, Ilenia; Gligor, David M.; … - In: The journal of business & industrial marketing 32 (2017) 5, pp. 664-676

Persistent link: https://www.econbiz.de/10011692481

Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing

Kamble, Aakash Ashok; Walvekar, Shubhangi - In: International journal of business information systems : … 32 (2019) 1, pp. 56-72

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The role of switching cost in the e-service recovery framework among banking customers

Jose, Ajay; Mathew, Sonia; Rejikumar G.; Chacko, Dony Peter - In: International journal of quality and service sciences 14 (2022) 1, pp. 86-109

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Nachhaltiger Kundenwert bei Dienstleistungen zwischen L- und C-Nutzen

Bieger, Thomas; Boksberger, Philipp E.; Laesser, Christian - In: Werte schaffen : Perspektiven einer …, (pp. 143-164). 2003

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Segmentierung von Kundendienstleistungen auf investiven Märkten : dargestellt am Beispiel von Personal Computern

Bauche, Kai - 1994

Viele Unternehmen nutzen bestehende Umsatz- und Gewinnmöglichkeiten im Kundendienst bislang nicht konsequent genug aus. Voraussetzung für eine umfassende Ausschöpfung dieser Potentiale ist eine differenzierte und zielgruppengerechte Servicepolitik. Bisher existierten jedoch kaum geeignete...

Persistent link: https://www.econbiz.de/10011963073

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