articleTop 1% cited
Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes
Journal of Business Research · 2002 · Vol. 55(6) · pp. 441–450
Michael A. Jones✉(University of Tennessee at Chattanooga)David L. Mothersbaugh(University of Alabama)Sharon E. Beatty(University of Alabama)
Customer Service Quality and LoyaltyConsumer Behavior in Brand Consumption and IdentificationConsumer Retail Behavior StudiesSunk costsLoyaltyCLARITYConceptualizationDifferential (mechanical device)Variable costMarketingCost driverConsistency (knowledge bases)Business
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903
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47
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99%
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References
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A National Customer Satisfaction Barometer: The Swedish Experience
Journal of Marketing · 1992 · 4,727 citations
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