Punitive switching costs and behavioral responses in the context of contractual services
Yi-Fei Chuang, Cong-Minh Dinh and Wei-Min Lu
| Year of publication: |
2023
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|---|---|
| Authors: | Chuang, Yi-Fei ; Dinh, Cong-Minh ; Lu, Wei-Min |
| Published in: |
Management research review. - Bingley : Emerald, ISSN 2040-8277, ZDB-ID 2538372-3. - Vol. 46.2023, 11, p. 1559-1584
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| Subject: | Alternative attractiveness | Contractual service | Emotion regulation | Negative emotions | Negative word-of-mouth | Punitive switching costs | Service lock-in | Service recovery | Stimulus-organism-response | Switching intention | Emotion | Wechselverhalten | Switching behaviour | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/MRR-07-2022-0474 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014430793