Strathprints logo
Strathprints Home | Open Access | Browse | Search | User area | Copyright | Help | Library Home | SUPrimo

How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings

Woisetschlager, D. M. and Lentz, P. and Evanschitzky, H. (2011) How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings. Journal of Business Research, 64 (8). pp. 800-808. ISSN 0148-2963

Full text not available in this repository. (Request a copy from the Strathclyde author)

Abstract

While existing literature acknowledges positive effects of satisfaction and economic switching barriers for building customer loyalty, studies analyzing interactions of these antecedents reveal mixed findings. Prior research does not consider, as antecedents of switching barriers, either habits or social ties that result from shared service-usage within a family or community. This paper contributes to the literature, first, by replicating the effects of satisfaction, economic switching barriers, and their interaction with customer loyalty and word-of-mouth of subscribers to a contractual service. Second, the study empirically tests the role of social ties as a social switching barrier. Third, the study introduces and tests the effects of habits as a precursor of economic and social switching barriers. Results reveal significant positive effects of satisfaction, economic switching barriers, and social ties on customer loyalty and word-of-mouth. Additionally, economic switching barriers and social ties interact significantly with satisfaction and habits act as a precursor of economic switching barriers and social ties.

Item type: Article
ID code: 40726
Keywords: quality, repurchase intentions, costs, behavior, performance, market, loyalty, social ties, outcomes, habits, model, switching barriers, contractual relationships, satisfaction, context, economic switching barriers, customer loyalty, contractual service settings, Marketing. Distribution of products, Marketing
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
Depositing user: Pure Administrator
Date Deposited: 03 Aug 2012 14:23
Last modified: 27 Mar 2014 10:23
URI: http://strathprints.strath.ac.uk/id/eprint/40726

Actions (login required)

View Item