Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs

By Simon Bell, Seigyoung Auh, Karen Smalley. 2005

580 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/1f146f4b947a0314aa01483ce99d4745646dece7

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. J. Sweeney
2. Joffre Swait
3. Markus Blut
4. Fernando Jaramillo
5. Sergio Román
6. Meredith E. David
7. François A. Carrillat
8. C. Camarero

In Organizational Behavior and Human Resource Management

1. Fernando Jaramillo
2. Jay P. Mulki
3. Markus Blut
4. Sergio Román
5. Meredith E. David
6. François A. Carrillat
7. Joffre Swait
8. C. Camarero

Citations in the corpus

• How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis (2015, background): “…Reynolds, Noble, and Harrison (2012) x Journal of Service Research 13 576 13 Beerli et al. (2004) x x European Journal of Marketing 14 514 14 Bell, Auh, and Smalley (2005) x Journal of the Academy of Marketing Science 15 432 15 Bernhardt, Donthu, and Kennett (2000) x Journal of Business…”
• The Impact of Value Congruence on Consumer-Service Brand Relationships (2008, background): “In line with Bell, Auh, and Smalley (2005), we take a behavioral intention perspective of loyalty rather than a behavioral loyalty perspective.”