Mittal, Banwari - In: Journal of Services Marketing 30 (2016) 6, pp. 569-575
the findings of the research studies over the past two decades that deal with customer satisfaction, loyalty and switching … customer loyalty. Additionally, other drivers of switching and staying behavior have been established such as attraction of the … alternatives and switching costs, respectively. This paper points out, however, that the gains of the new research literature are …
