Purpose – The purpose of this paper is to uncover the dimensions that form the construct of switching barriers for retail banking customers in the Chilean banking industry. Design/methodology/approach – The investigation was divided into three stages: Stage 1: literature and existing...

Purpose – This paper aims to propose a finite‐mixture brand‐choice model, which relaxes the common dichotomous assumption in market segmentation based on consumer loyalty. The model can be used to estimate the optimal number of consumer segments and capture both across‐ and...

Purpose – The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions. Design/methodology/approach – Data were gathered on distributive, procedural, interpersonal, informational justices and...

Purpose – The purpose of this paper is to examine the conditions under which US consumers, known for their “green” skepticism, are more (less) likely to respond favorably to a firm's environmental initiative in today's marketplace. Design/methodology/approach – The research paper...

Purpose – Consumers are increasingly connected to each other through electronic devices. Consequently, the potential for online retailer (hereafter, e‐tailer) initiated communications delivered through electronic media to inspire viral‐like e‐WOM processes among consumers is also...

Purpose – Customer engagement is a concept that has emerged recently to capture customers' total set of behavioral activities toward a firm. The purpose of this paper is to study the effect of customer engagement behaviors on perceived relationship benefits and relationship outcomes....