The influence of satisfaction, trust and switching barriers on customer retention in a continuous
arietepurchasing tting
期刊名称： International Journal of Service Industry Management
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作者： Chatura Ranaweera,Jaideep Prabhu
作者机构： School of Business, Wilfrid Laurier University, Waterloo, Ontario,
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年份： 2003年
期号： 第4期
aupair关键词： Purchasing;Customer retention;Services;Trust
512什么意思
摘要：Adopts a holistic approach that examines the combined effects of satisfaction, trust and switchin
g barriers on customer retention in a continuous purchasing tting. Argues that such an approach helps uncover hitherto neglected effects on retention and, in the process, unveils more cost effective ways of retaining customers. Drawing on this framework develops veral hypothes regarding the main and interaction effects of customer satisfaction, trust and switching barriers on retention. Tests the hypothes on data from a large‐scale mail survey of fixed line telephone urs in the UK, finding that both customer satisfaction and trust have strong positive effects on customer retention. Contrary to some asrtions in the literature, however, finds that the effect of trust on retention is weaker than that of satisfaction.
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