How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis

Blut, M.; Frennea, C.M.; Mittal, V.; Mothersbaugh, D.L.

Abstract

Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows that: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial switching costs enhance it.

Citation

Blut, M., Frennea, C., Mittal, V., & Mothersbaugh, D. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226-229. https://doi.org/10.1016/j.ijresmar.2015.01.001

• Journal Article Type: Article
• Online Publication Date: Feb 26, 2015
• Publication Date: 2015-06
• Deposit Date: Jun 19, 2020
• Publicly Available Date: Jun 22, 2020
• Journal: International Journal of Research in Marketing
• Print ISSN: 0167-8116
• Electronic ISSN: 1873-8001
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 32
• Issue: 2
• Pages: 226-229
• DOI: https://doi.org/10.1016/j.ijresmar.2015.01.001
• Public URL: https://durham-repository.worktribe.com/output/1268464