The Positive and Negative Effects of Switching Costs on Relational Outcomes

By Michael A. Jones, Kate L. Reynolds, David L. Mothersbaugh, S. Beatty. 2007

530 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/ebc80c51d68395376857f358a0416c4b1184fcf4

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Citations in the corpus

Feeling The Urge: Affect in Impulsive and Compulsive Buying (2012, background): “More recently, researchers have addressed impulsive buying as a stimulating and emotionally charged experience related to high emotion and spontaneity wherein the rapidness of the behavior precludes thoughtful deliberation of alternatives or consequences (Jones et al. 2003; Rook 1987).”
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, background): “Some authors consider two dimensions, namely “affective” and “highsacrifice(calculative) commitment”(Fullerton2003 ;H arrison-Walker 2001; Jones et al. 2007 ).”
The Influence of Reward Program Membership and Commitment on Hotel Loyalty (2011, methodology): “Social switching costs involve the “potential loss of personal relationships that customers have developed with a service or retail firm and its employees” (Jones et al., 2007, p. 337).”
Are middlemen facilitators or barriers to improve smallholders' welfare in rural economies? Empirical evidence from Ethiopia (2016, background): “In addition, social networks may lead to lockin effects (Jones et al., 2007).”
Antecedents and Outcomes of Hospitality Loyalty (2016, background): “Switching costs can have negative connotations, such as feeling “locked in” to a provider (Jones et al., 2007), which may reduce the strength of their bond with loyalty.”
Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining (2009, background): “If so, managers should think about raising the switching costs of these customers, especially strengthening the provider-customer relationship in the affective dimension (Jones et al., 2007).”
An Extension of the Four-Stage Loyalty Model: The Critical Role of Positive Switching Barriers (2012, methodology): “, value, quality), overall affective experiences, intentions, or behavioral outcomes has been supported by much empirical research in consumer behavior (Deci & Ryan, 1985; Han, 2009; Han et al., 2011; Jones et al., 2007; Wortman, 1975).”
A Coal in the Heart: Self-Relevance as a Post-Exit Predictor of Consumer Anti-Brand Actions (2011, background): “These were developed on the basis of two pretests and prior literature on negative relationships and actions (Fournier 1998; Grégoire and Fisher 2006, 2008; Hirschman 1970; Jones et al. 2007).”
Satisfaction with service recovery: Perceived justice and emotional responses (2009, background): “In other contexts, moreover, when studying the impact of emotions on behavioral intentions, Jones et al. (2007) suggest that negative emotions areweighedmore heavily than positive emotions.”
Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan (2012, background): “…perceived value have been proposed as antecedents of loyalty (e.g., Wieringa & Verhoef, 2007; Patterson & Smith, 2003; Burnham et al., 2003; Jones et al., 2000, 2002, 2007) and these variables are also taken as driving force of competitive advantage and corporate success (Landrum &…”
Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage (2011, background): “Some research studies in fact hints at ways of managing SC in tandem with increasing levels of SQ, PV, and CS (Burnham et al., 2003; Jones et al., 2007; Ranaweera and Prabhu, 2003).”