Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry

Han, Heesup; Kim, Wansoo; Hyun, Sunghyup Sean

doi:10.1016/j.ijhm.2010.11.006

Cited by 202 publications

(201 citation statements)

References 76 publications

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“…Empirically, this finding is consistent with the opinion of Heesup Han et al, (2010) that states that a high cost plays an important role in switching barrier. It means that the higher cost causes a higher switching barrier.…”

Section: The Role Of Cost Variable On Switching Barrier Variablesupporting

confidence: 91%

Variables That Take Role on the Consumer Switching Intention toward Minimarket (Study on Indomaret and Alfamart at Kabupaten Jember)

Yulisetiarini¹

2013

IOSR-JBM

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Section: The Role Of Cost Variable On Switching Barrier Variablesupporting

confidence: 91%

Variables That Take Role on the Consumer Switching Intention toward Minimarket (Study on Indomaret and Alfamart at Kabupaten Jember)

Yulisetiarini¹

2013

IOSR-JBM

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“…Baumard, André, and Sperber (2013) state that competence of company's service excellence mutuality interactions in the built environment of cooperation, in which individuals are able to benefit from such cooperation. While Hana, Kim and Hyun (2011) states that the competence to company's service excellence mutuality interactions in the built environment of cooperation, where individuals can mutually benefit and yield control, choice and punishment from the perspective of a mutuality, where the exchange is a perception among contributions and distributions, mutual aid as the perception of costs and benefits, as a punishment perceptions between losses and compensation. And supported by Johnsen and Lee (2012) which states on the perspective of the customer and supplier relationships in the exploration stage is still vulnerable, at times reflect the behavior and priorities evolve, respectively, while the stable phase may contribute to the mutual and balanced relationship.…”

Section: Resultsmentioning

confidence: 99%

Building a Mutualistic Relationship Marketing to Mediate Between the Competence of Service to the Company's Performance

Marsudi¹

2017

jmk

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This study develops a new theoretical approach to solve differences between customer service competence and firm performance. This new concept is called mutuality collegiate relation. Mutuality collegiate relation is established from relational interaction, belief, intimacy, and equality of power. It is then related and tested its relationship with firm performance. Variables in this research include transactional service competence, after sales service competence, and customer retention program. Empirical data is collected by distributing questionnaires to 105 active shariah micro financial institutions in East Java, Indonesia. The sampling method is a purposive sampling technique. The study shows that seven of nine hypotheses are accepted while the remaining two hypotheses are rejected. By using the structural equation modeling procedure, these results conclude that mutuality collegiate relation has significantly and positively affected firm performance.

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“…In this study, customer switching intention refers to product switching intention which indicates the willingness of a customer to give up his current smartphone product, even from existing brand to another. Han et al, (2011) indicate that switching intention, customer retention, repurchase intention, and customer loyalty are all related. Whereas retention, repurchase intention and loyalty represent favorable outcome for the company, switching intention presents unfavorable outcomes.…”

Section: Switching Intentionmentioning

confidence: 96%

The Effect of Cognitive Dissonance on External Information Search and Consumer Complaint Responses

Demirgüneş¹,

Avcilar²

2017

IJBA

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The cost of influencing a new customer rapidly increases and exceeds the cost of retaining existing customer. Thus, companies tend to be more concerned with customer retention. Keeping their current market share is one of the important tasks for companies. Understanding why customers complain and switch from one company to another help companies to retain their customers. One of the reasons consumers engage in negative responses can result from dissonance experienced after purchase. The concept cognitive dissonance has been studied widely in the literature of consumer behavior. However, there are few studies discussing the relation between cognitive dissonance (its dimensions) and consumers' complaint responses. This study adopts the 22-item scale of Sweeney et al. (2000) in order to evaluate consumers' level of cognitive dissonance after purchasing a smartphone.This study offers three dimensions of cognitive dissonance -emotion, wisdom of purchase and concern over deal-as the predictors of external information search and consumer complaint responses. This study tests whether cognitive dissonance has significant effects on consumers' search for external information, and in turn, on consumers' complaint and switching intention. The empirical analysis was carried out based on the data gathered by 400 smartphone users, living in Ankara, the capital city of Turkey. The survey result was analyzed by using Partial Least Squares (PLS-PM) analysis method. The results reveal that when consumers feel emotional and rational inconsistencies after smartphone purchasing, they need information from external sources (such as asking friends, relatives, other stores), and this information search behavior leads to negative consumer responses as complaint and switching intention.

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Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry

Cited by 202 publications

References 76 publications

Variables That Take Role on the Consumer Switching Intention toward Minimarket (Study on Indomaret and Alfamart at Kabupaten Jember)

Variables That Take Role on the Consumer Switching Intention toward Minimarket (Study on Indomaret and Alfamart at Kabupaten Jember)

Building a Mutualistic Relationship Marketing to Mediate Between the Competence of Service to the Company's Performance

The Effect of Cognitive Dissonance on External Information Search and Consumer Complaint Responses

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