How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis

By Markus Blut, Carly Frennea, Vikas Mittal, David L. Mothersbaugh. 2015

164 citations recorded by the source corpus.

Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows that: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial switching costs enhance it.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/8051a535ece980debdc60accdf3127857769e6cc

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In Information Systems and Management

1. John G. Lynch
2. Donald R. Lehmann

In Organizational Behavior and Human Resource Management

1. Donald R. Lehmann
2. John G. Lynch

In Sociology and Political Science

1. John G. Lynch
2. Eric T. Bradlow
3. Donald R. Lehmann
4. Joel Huber

Citations in the corpus

• Reflections on the replication corner: In praise of conceptual replications (2015, background): “J. Consumer Research Tested moderation of automatic phonetic symbolism effects across adults and children Blut et al. (2015) How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis Burnham et al. (2003),…”