All Outputs (2)

The impact of service characteristics on the switching costs–customer loyalty link (2014)
Journal Article
Blut, M., Beatty, S., Evanschitzky, H., & Brock, C. (2014). The impact of service characteristics on the switching costs–customer loyalty link. Journal of Retailing, 90(2), 275-290. https://doi.org/10.1016/j.jretai.2014.04.003

This research investigates the interrelationship between service characteristics and switching costs and makes two contributions to the service retailing literature: (1) As a means of better understanding the effectiveness of switching costs, the stu... Read More about The impact of service characteristics on the switching costs–customer loyalty link.

New Insights in The Moderating Effect of switching Costs on the Satisfaction-Repurchase Behaviour Link (2014)
Journal Article
Nagengast, L., Evanschitzky, H., Blut, M., & Rudolph, T. (2014). New Insights in The Moderating Effect of switching Costs on the Satisfaction-Repurchase Behaviour Link. Journal of Retailing, 90(3), 408-427. https://doi.org/10.1016/j.jretai.2014.04.001

Existing studies on the role of switching costs (SC) as moderator of the relationship between satisfaction and repurchase behavior are inconclusive. We attempt to explain these inconclusive findings by synthesizing an amplifying and a lock-in effect,... Read More about New Insights in The Moderating Effect of switching Costs on the Satisfaction-Repurchase Behaviour Link.