New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link

Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

“…Several researchers have classified switching costs into different categories (Burnham et al 2003;Jones et al 2002;Patterson and Smith, 2003), however the most accepted categorization is proposed by Burnham et al (2003) (see also Nagengast et al 2014):…”

“…Empirical studies about the moderating role of switching costs on the satisfaction-repurchase behavior relationship are inconclusive (Nagengast et al 2014). Indeed, several studies showed positive moderating effects (Petterson, 2004;Yang and Peterson, 2004), other find negative moderating effects (Jones et al 2000;Peterson and Smith, 2003;Stan et al 2013) or no significant moderating effect (Burnham et al 2003;Lam et al 2004) of switching costs on the relationship between satisfaction and repurchase behavior.…”

“…According to our knowledge, little is known about the direct effect of switching costs on customer loyalty and even less about its moderating effect. This work is also motivated by the finding that studies on the moderating effect of switching costs show inconsistent findings (Nagengast et al 2014). However, as outlined by is given."…”

“…Contrary to this, procedural switching costs result from "negative sources" of constraints (search time, travel costs) and represent "negative switching costs" (see also Nagengast et al 2014). …”

“…2000). In contrast, under low switching costs, it is easy for customers to switch and that they are free in their purchase decisions (Zeithammer and Thomadsen, 2013;Nagengast et al 2014). …”