Investigating Structural Relationships Between Service Quality, Switching Costs, and Customer Satisfaction
نویسندگان
چکیده
Recent research has increasingly examined customer switching costs in regards to antecedents and relational outcomes. This study extends current research by testing a framework for understanding the underlying relationships between perceived service quality, switching costs, and customer satisfaction with a service provider. The findings of this study suggest that there is a significant and positive relationship between service quality and switching costs. Perceived switching costs, however, do not appear to lead to customer dissatisfaction. Furthermore, the relationships between service quality, switching costs, and customer satisfaction vary across satisfied vs. dissatisfied consumers.
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