Factors influencing the likelihood of customer defection: The role of consumer knowledge

By A. J. Capraro, Susan M. Broniarczyk, Rajendra K. Srivastava. 2003

211 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/83e41b0d27018537e734f04b24f4fac2f7c45e73

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In Marketing

In Organizational Behavior and Human Resource Management

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Citations in the corpus

The Diffusion of Services (2009, background): “Attrition rates are influenced by customer satisfaction (Bolton 1998), competitive pressure (Oliver 1999), switching costs (Burnham, Frels, and Mahajan 2003), and customer information on alternatives (Capraro, Broniarczyk, and Srivastava 2003).”
Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism (2016, methodology): “…to friends and relatives This website is my first choice when I intend to purchase tourism products I clearly have a preference for this website over others in the same business area 0.90 0.85 0.85 105.4 88.1 90.9 0.90 0.75 Garbarino and Johnson (1999), Capraro et al. (2003) and Srinivasan et al.”
The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction–loyalty relationship (2011, background): “However, our findings oppose those of previous studies in marketing, which often focus on consumers’ subjective knowledge as market expertise and find a negative moderating effect on the satisfaction-loyalty relationship (Capraro et al., 2003; Cooil et al., 2007; Evanschitzky and Wunderlich, 2006; T”
The relationship between satisfaction and loyalty: A mediator analysis (2014, result): “Although research contains extensive analysis of AA within the satisfaction–loyalty relationship (Wang, 2009), results are inconsistent with regard to its moderating effect on repurchase intention (Capraro et al., 2003).”
Online consumer retention: contingent effects of online shopping habit and online shopping experience (2007, methodology): “More specifically, we assessed the significance of the change in the R 2 , using the following formula (Carte & Russell, 2003):”