Customer Switching Patterns in Competitive and Noncompetitive Service Industries

By I. Roos, Bo Edvardsson, Anders Gustafsson. 2004

174 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/53acc248194759552f589b6d85979dddd3d86e03

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. Jenny van Doorn
2. Peter C. Verhoef
3. Katherine N. Lemon
4. Ruth N. Bolton
5. C. Noblet
6. John Th⊘gersen

In Organizational Behavior and Human Resource Management

1. Jenny van Doorn
2. Peter C. Verhoef
3. Ruth N. Bolton
4. Katherine N. Lemon

In Strategy and Management

1. Peter C. Verhoef

Citations in the corpus

• Critical Incidents and the Impact of Satisfaction on Customer Share (2008, background): “Another group of studies links CIs and behavioral consequences (Gardial, Flint, and Woodruff 1996; Keaveney 1995; Roos, Edvardsson, and Gustafsson 2004), and a related literature stream in services marketing examines how recovering from a service failure affects satisfaction and loyalty intentions…”