The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France

By Jonathan Lee, Janghyuk Lee, Lawrence Feick. 2001

983 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/3e239e2e79a4e33cfc6a121c57d38fdf8e0ce4d0

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers (2009, background): “Asset specificity can be viewed as a type of switching cost (Burnham et al. 2003; Dick and Basu 1994; Lee et al. 2001 ), and can cause dependence on the supplier and hence discourage switching (Chiou and Droge 2006; Ganesan 1994; Joshi and Stump 1999).”
Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model (2019, background): “…it constitutes a parameter that limits the tendency of customers to switch his/her use of M-Banking from one bank to another and from using a certain mobile to another mobile, and from using one network to another (Ganguli and Roy, 2011; Lee et al., 2001; Lin and Wang, 2006; Oppong et al., 2014).”
How Effective Are Loyalty Reward Programs in Driving Share of Wallet? (2007, background): “Previous work has established that reward programs are effective in raising switching costs (de Ruyter and Wetzels 1997; Gummesson 1995; Lee et al. 2001; Reinartz and Kumar 2000).”
Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust (2017, background): “834 loyalty has been an intriguing research topic in various fields (Homburg & Giering, 2001; Lam, Shankar, Erramilli, & Murthy, 2004; Lee et al., 2001; Olsen, 2002).”
Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan (2012, background): “Similarly Lee et al. (2001) also found the strong effect of switching costs on satisfaction → loyalty among French mobile service users.”
Influencing factors on restaurant customers' revisit intention: the roles of emotions and switching barriers. (2009, background): “dissatisfied customers can be falsely regarded as loyal customers (Lee et al., 2001).”