Journal Article10.1108/09564239810238848
On the relationship between perceived service quality, service loyalty and switching costs
TL;DR: In this paper, a theoretical framework for service loyalty consisting of three dimensions: preference loyalty, price indifference loyalty, and dissatisfaction response is developed, and the role of service quality and switching costs as antecedents to these types of service loyalty is investigated.
read more
Abstract: In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and dissatisfaction response is developed. We subsequently focus on the role of service quality and switching costs as antecedents to these types of service loyalty. The results of an empirical study of a large sample of customers from five different service industries provide support for service loyalty as a three‐dimensional construct. Moreover, we find that the influence of service quality on service loyalty varies significantly per industry and that, hence, findings from one industry cannot be generalised to other industries. Furthermore, we establish that in industries characterised by relatively low switching costs, customers will be less loyal as compared to service industries with relatively high switching costs.
read more
Chat with Paper
AI Agents for this Paper
Find similar papers on Google Scholar, PubMed and Arxiv
Write a critical review of this paper
Analyze citations of this paper to find unaddressed research gaps
Citations
Understanding household switching behavior in the retail electricity market
TL;DR: In this article, the authors argue that poor relationship management and a lack of economic benefits are two critical barriers to consumer switching in the Danish retail electricity market and discuss the managerial implications for both electricity suppliers and policy makers.
99
Linkages of retailer personality, perceived quality and purchase intention with retailer loyalty: A study of Indian non-food retailing
TL;DR: In this article, the authors explore the linkages among retailer personality, perceived quality, purchase intention and store loyalty, and find that the extent of indirect impact of retailer personality on retailer loyalty is greater than direct impact.
97
Application of Monte Carlo AHP in ranking dental quality attributes
Tsuen-ho Hsu,Frank F. C. Pan +1 more
TL;DR: This model extends the applications of both AHP and the Monte Carlo simulation in service industry management, and proves its ability in clearly prioritizing critical attributes, in that it greatly sharpens the effectiveness of the decision-making process.
93
Harnessing social media platforms to measure customer-based hotel brand equity
TL;DR: In this article, the authors describe their work on the analysis of the different components of brand equity and their relations in hotels, using data extracted from social media platforms, and achieve a greater degree of confidence in their findings as they have access to a far greater quantity of reviews spanning any given timeframe.
88
Service quality in healthcare institutions: establishing the gaps for policy action
TL;DR: It was showed that patient expectations were not being met during medical treatment, and perceived service quality was rated lower than expectations for all variables in the study.
References
•Book
Understanding Attitudes and Predicting Social Behavior
Icek Ajzen,Martin Fishbein +1 more
- 17 Mar 1980
TL;DR: In this paper, the author explains "theory and reasoned action" model and then applies the model to various cases in attitude courses, such as self-defense and self-care.
31.1K
•Posted Content
Competitive Strategy: Techniques for Analyzing Industries and Competitors
TL;DR: Porter as mentioned in this paper presents a comprehensive structural framework and analytical techniques to help a firm to analyze its industry and evolution, understand its competitors and its own position, and translate this understanding into a competitive strategy to allow the firm to compete more effectively to strengthen its market position.
15.9K
The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
11.5K
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
10.5K
Customer Loyalty: Toward an Integrated Conceptual Framework:
TL;DR: In this paper, customer loyalty is viewed as the strength of the relationship between an individual's relative attitude and repeat patronage, and the relationship is mediated by social norms and situational factors.
7.2K