Why do satisfied customers defect? : a closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
Stephanie Hui-Wen Chuah, Philipp A. Rauschnabel, Malliga Marimuthu, Ramayah Thurasamy and Bang Nguyen
| Year of publication: |
2017
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|---|---|
| Authors: | Chuah, Stephanie Hui-wen ; Rauschnabel, Philipp A. ; Marimuthu, Malliga ; Ramayah T. ; Bang, Nguyen |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 27.2017, 3, p. 616-641
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| Subject: | Generation Y | Customer satisfaction | Customer loyalty | Switching barriers | Mobile internet | Switching inducements | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Wechselverhalten | Switching behaviour | Kundenbindung | Customer retention | Internet | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-05-2016-0107 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011707281