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

Woisetschläger, David M.; Lentz, Patrick; Evanschitzky, Heiner

doi:10.1016/j.jbusres.2010.10.007

Cited by 115 publications

(92 citation statements)

References 42 publications

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“…Anderson and Srinivasan, 2003;Lin and Wang, 2006). Woisetschläger et al (2011) empirically found positive linkages between satisfaction and WOM and between satisfaction and repurchase intention in the context of newspaper subscription. Chang and Chen (2008) found that repurchase intention is determined by e-satisfaction.…”

Section: Satisfactionmentioning

confidence: 94%

Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing

2014

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2014),"Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet", Internet Research, Vol. 24 Iss 5 pp. 608-628 http://dx.If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to understand what drives customers' behavioral loyalty and explore the relationship between intentional and behavioral loyalty in the context of e-tailing. Design/methodology/approach -Based on the theory of reasoned action and the recency-frequencymonetary value model, this study proposes a research model to explore the relationships among satisfaction, switching cost, intentional loyalty (i.e. word of mouth (WOM) and repurchase intention), and behavioral loyalty (i.e. purchase frequency and monetary value). Data collected from 266 respondents in the context of e-tailing are tested against the research model using a partial least squares (PLS) approach. Findings -The results indicate that both satisfaction and switching cost are positively related to intentional loyalty (i.e. WOM and repurchase intention), and that the relationship of satisfaction with intentional loyalty outweighs that of switching cost. Additionally, while repurchase intention significantly associates with purchase frequency and monetary value, a relatively small portion of the variance in both purchase frequency and monetary value are explained. More importantly, WOM is unrelated to both purchase frequency and monetary value. The insignificance of WOM and the low predictability of repurchase intention indicate that the relationship between intentional and behavioral loyalty is weak in e-tailing context. Originality/value -This study provided empirical evidence to support the weak relationship between intentional and behavioral customer loyalty in the context of e-tailing. The findings provide several important theoretical and practical implications for e-tailing customer relationship management.

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Section: Satisfactionmentioning

confidence: 94%

Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing

2014

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“…Thereby, given that self-reported measures of purchase behavior usually do not perfectly correspond to actual purchase behavior, switching costs may show differential effects for actual behavior compared to selfreported purchase intentions (Blut, Evanschitzky, Vogel, & Ahlert, 2007;Blut et al, 2015;Chebat, Davidow, & Borges, 2011;Wirtz, Xiao, Chiang, & Malhotra, 2014;Woisetschläger, Lentz, & Evanschitzky, 2011).…”

Section: Introductionmentioning

confidence: 99%

Securing business-to-business relationships: The impact of switching costs

Blut

Evanschitzky

Backhaus

et al. 2016

Industrial Marketing Management

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While the relationship marketing literature acknowledges the importance of switching costs for increasing customer retention, little is known about its relevance in industrial markets. In particular, it is unclear whether switching costs, and associated dimensions, impact on behavioral outcomes of buyer-seller relationships in business-to-business (B2B) markets. In order to contribute to theory development in this important area, our research first explores the dimensions of switching costs for the B2B domain and also tests the relative impact of these dimensions on business customers' actual purchase behavior. Results suggest that switching costs in B2B settings are a multi-faceted construct, including (i) procedural, (ii) financial, and (iii) relational switching costs. Moreover, we find relational switching costs to be most important for securing B2B buyer-seller relationships since they impact a customer's (a) share-of-wallet, (b) cross-buying behavior, and (c) actual switching behavior. While procedural switching costs only influence share-of-wallet, financial switching costs solely impact customer's cross-buying behavior. These findings contribute to a better understanding on how to secure B2B buyer-seller relationships.

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“…Therefore, customer retention is a key topic for service provider companies because it is associated with an increase in revenue and reduction in cost (Woisetschläger, Lentz, & Evanschitzky, 2011). Gustafsson, Johnson, and Roos (2005) affirmed that strategies related to relational practice may vary considerably depending on which factors are driving customer retention.…”

Section: Introductionmentioning

confidence: 99%

Perceived Value, Reputation, Trust, and Switching Costs as Determinants of Customer Retention

Milan

Eberle

Bebber

2015

Journal of Relationship Marketing

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In service companies, maintenance and expansion of relational exchanges reinforce customer retention as a differentiator from the competition. In this research we developed and tested a theoretical model considering perceived value, service provider reputation, trust, and switching costs as determinants of customer retention. After that, a survey was done, and analysis of the results was performed using structural equation modeling with a sample of 269 client companies of corporate health plans. The contributions of the specified theoretical model, considering its uniqueness, proved that perceived value positively influences service provider reputation, service provider reputation has a direct impact on trust and switching costs, switching costs are configured as determinants of customer retention, and customer retention is positively influenced by service provider reputation in a relational context.

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

Cited by 115 publications

References 42 publications

Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing

Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing

Securing business-to-business relationships: The impact of switching costs

Perceived Value, Reputation, Trust, and Switching Costs as Determinants of Customer Retention

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