Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context View Full Text


Ontology type: schema:ScholarlyArticle     


Article Info

DATE

2004-06

AUTHORS

Shun Yin Lam, Venkatesh Shankar, M. Krishna Erramilli, Bvsan Murthy

ABSTRACT

Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction. More... »

PAGES

293

References to SciGraph publications

  • 2000-12. Service quality, profitability, and the economic worth of customers: What we know and what we need to learn in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1988-03. On the evaluation of structural equation models in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1994-03. Customer loyalty: Toward an integrated conceptual framework in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1997-03. Customer value: The next source for competitive advantage in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • Identifiers

    URI

    http://scigraph.springernature.com/pub.10.1177/0092070304263330

    DOI

    http://dx.doi.org/10.1177/0092070304263330

    DIMENSIONS

    https://app.dimensions.ai/details/publication/pub.1063722196


    Indexing Status Check whether this publication has been indexed by Scopus and Web Of Science using the SN Indexing Status Tool
    Incoming Citations Browse incoming citations for this publication using opencitations.net

    JSON-LD is the canonical representation for SciGraph data.

    TIP: You can open this SciGraph record using an external JSON-LD service: JSON-LD Playground Google SDTT

    [
      {
        "@context": "https://springernature.github.io/scigraph/jsonld/sgcontext.json", 
        "about": [
          {
            "id": "http://purl.org/au-research/vocabulary/anzsrc-for/2008/1503", 
            "inDefinedTermSet": "http://purl.org/au-research/vocabulary/anzsrc-for/2008/", 
            "name": "Business and Management", 
            "type": "DefinedTerm"
          }, 
          {
            "id": "http://purl.org/au-research/vocabulary/anzsrc-for/2008/15", 
            "inDefinedTermSet": "http://purl.org/au-research/vocabulary/anzsrc-for/2008/", 
            "name": "Commerce, Management, Tourism and Services", 
            "type": "DefinedTerm"
          }
        ], 
        "author": [
          {
            "affiliation": {
              "alternateName": "Nanyang Technological University", 
              "id": "https://www.grid.ac/institutes/grid.59025.3b", 
              "name": [
                "Nanyang Technological University, Singapore"
              ], 
              "type": "Organization"
            }, 
            "familyName": "Lam", 
            "givenName": "Shun Yin", 
            "id": "sg:person.011017303536.67", 
            "sameAs": [
              "https://app.dimensions.ai/discover/publication?and_facet_researcher=ur.011017303536.67"
            ], 
            "type": "Person"
          }, 
          {
            "affiliation": {
              "name": [
                "University of Maryland, Maryland, USA"
              ], 
              "type": "Organization"
            }, 
            "familyName": "Shankar", 
            "givenName": "Venkatesh", 
            "id": "sg:person.010572766704.64", 
            "sameAs": [
              "https://app.dimensions.ai/discover/publication?and_facet_researcher=ur.010572766704.64"
            ], 
            "type": "Person"
          }, 
          {
            "affiliation": {
              "alternateName": "Nanyang Technological University", 
              "id": "https://www.grid.ac/institutes/grid.59025.3b", 
              "name": [
                "Nanyang Technological University, Singapore"
              ], 
              "type": "Organization"
            }, 
            "familyName": "Erramilli", 
            "givenName": "M. Krishna", 
            "id": "sg:person.010555562306.50", 
            "sameAs": [
              "https://app.dimensions.ai/discover/publication?and_facet_researcher=ur.010555562306.50"
            ], 
            "type": "Person"
          }, 
          {
            "affiliation": {
              "alternateName": "Nanyang Technological University", 
              "id": "https://www.grid.ac/institutes/grid.59025.3b", 
              "name": [
                "Nanyang Technological University, Singapore"
              ], 
              "type": "Organization"
            }, 
            "familyName": "Murthy", 
            "givenName": "Bvsan", 
            "type": "Person"
          }
        ], 
        "citation": [
          {
            "id": "https://doi.org/10.1016/s0167-8116(03)00016-8", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1003382992"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/s0167-8116(03)00016-8", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1003382992"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/s0022-4359(00)00024-5", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1003623421"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "sg:pub.10.1007/bf02723327", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1006171265", 
              "https://doi.org/10.1007/bf02723327"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "sg:pub.10.1007/bf02723327", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1006171265", 
              "https://doi.org/10.1007/bf02723327"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkg.66.1.15.18449", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1006842582"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkg.66.1.15.18449", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1006842582"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/s0022-4359(96)90014-7", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1008499854"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/0167-4870(91)90048-x", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1009093460"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "sg:pub.10.1007/bf02894350", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1015843238", 
              "https://doi.org/10.1007/bf02894350"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "sg:pub.10.1007/bf02894350", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1015843238", 
              "https://doi.org/10.1007/bf02894350"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkr.38.2.269.18845", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1021035645"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkr.38.2.269.18845", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1021035645"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1037/0022-3514.51.6.1173", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1024012146"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/s0022-4359(97)90021-x", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1026828806"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/s0022-4359(00)00028-2", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1027119458"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkr.38.1.131.18832", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1027664772"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkr.38.1.131.18832", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1027664772"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1207/s15327906mbr3003_4", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1027896451"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/0022-4359(93)90010-g", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1032288361"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1108/09564239810199923", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1035467133"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1037/0033-2909.96.1.201", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1041037589"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1177/1094670502005001006", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1047900857"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1177/1094670502005001006", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1047900857"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1016/s0065-2601(08)60318-4", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1050583142"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkr.37.2.227.18735", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1050663330"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1509/jmkr.37.2.227.18735", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1050663330"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1086/208564", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1058528151"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1086/209358", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1058528945"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1086/209571", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1058529152"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "sg:pub.10.1177/0092070300281007", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1063722053", 
              "https://doi.org/10.1177/0092070300281007"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "sg:pub.10.1177/0092070394222001", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1063722451", 
              "https://doi.org/10.1177/0092070394222001"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1287/mksc.12.2.125", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1064713278"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.1287/mksc.17.1.45", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1064713408"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1251126", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069416851"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1251411", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417094"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1251801", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417430"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1251829", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417453"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1251929", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417535"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1251999", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417587"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1252099", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417670"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1252117", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417688"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1252129", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417697"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1252256", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417800"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1252265", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417807"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/1252308", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1069417843"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3150989", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070213391"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3151641", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070213927"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3151682", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070213965"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3151985", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070214210"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3152095", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070214305"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3172490", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070216862"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.2307/3172742", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1070217089"
            ], 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://app.dimensions.ai/details/publication/pub.1074277832", 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://app.dimensions.ai/details/publication/pub.1074294924", 
            "type": "CreativeWork"
          }, 
          {
            "id": "https://doi.org/10.4135/9781452229102.n3", 
            "sameAs": [
              "https://app.dimensions.ai/details/publication/pub.1087991923"
            ], 
            "type": "CreativeWork"
          }
        ], 
        "datePublished": "2004-06", 
        "datePublishedReg": "2004-06-01", 
        "description": "Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.", 
        "genre": "research_article", 
        "id": "sg:pub.10.1177/0092070304263330", 
        "inLanguage": [
          "en"
        ], 
        "isAccessibleForFree": false, 
        "isPartOf": [
          {
            "id": "sg:journal.1052642", 
            "issn": [
              "0092-0703", 
              "1552-7824"
            ], 
            "name": "Journal of the Academy of Marketing Science", 
            "type": "Periodical"
          }, 
          {
            "issueNumber": "3", 
            "type": "PublicationIssue"
          }, 
          {
            "type": "PublicationVolume", 
            "volumeNumber": "32"
          }
        ], 
        "name": "Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context", 
        "pagination": "293", 
        "productId": [
          {
            "name": "readcube_id", 
            "type": "PropertyValue", 
            "value": [
              "8d53d8e0dae159d601d293e1d5dc9131f059f73d25111933578d569abbd7da6a"
            ]
          }, 
          {
            "name": "doi", 
            "type": "PropertyValue", 
            "value": [
              "10.1177/0092070304263330"
            ]
          }, 
          {
            "name": "dimensions_id", 
            "type": "PropertyValue", 
            "value": [
              "pub.1063722196"
            ]
          }
        ], 
        "sameAs": [
          "https://doi.org/10.1177/0092070304263330", 
          "https://app.dimensions.ai/details/publication/pub.1063722196"
        ], 
        "sdDataset": "articles", 
        "sdDatePublished": "2019-04-11T01:57", 
        "sdLicense": "https://scigraph.springernature.com/explorer/license/", 
        "sdPublisher": {
          "name": "Springer Nature - SN SciGraph project", 
          "type": "Organization"
        }, 
        "sdSource": "s3://com-uberresearch-data-dimensions-target-20181106-alternative/cleanup/v134/2549eaecd7973599484d7c17b260dba0a4ecb94b/merge/v9/a6c9fde33151104705d4d7ff012ea9563521a3ce/jats-lookup/v90/0000000001_0000000264/records_8700_00000501.jsonl", 
        "type": "ScholarlyArticle", 
        "url": "http://link.springer.com/10.1177/0092070304263330"
      }
    ]
     

    Download the RDF metadata as:  json-ld nt turtle xml License info

    HOW TO GET THIS DATA PROGRAMMATICALLY:

    JSON-LD is a popular format for linked data which is fully compatible with JSON.

    curl -H 'Accept: application/ld+json' 'https://scigraph.springernature.com/pub.10.1177/0092070304263330'

    N-Triples is a line-based linked data format ideal for batch operations.

    curl -H 'Accept: application/n-triples' 'https://scigraph.springernature.com/pub.10.1177/0092070304263330'

    Turtle is a human-readable linked data format.

    curl -H 'Accept: text/turtle' 'https://scigraph.springernature.com/pub.10.1177/0092070304263330'

    RDF/XML is a standard XML format for linked data.

    curl -H 'Accept: application/rdf+xml' 'https://scigraph.springernature.com/pub.10.1177/0092070304263330'


     

    This table displays all metadata directly associated to this object as RDF triples.

    229 TRIPLES      21 PREDICATES      75 URIs      19 LITERALS      7 BLANK NODES

    Subject Predicate Object
    1 sg:pub.10.1177/0092070304263330 schema:about anzsrc-for:15
    2 anzsrc-for:1503
    3 schema:author N2fa5ee8927424f7796c87682e9e8404e
    4 schema:citation sg:pub.10.1007/bf02723327
    5 sg:pub.10.1007/bf02894350
    6 sg:pub.10.1177/0092070300281007
    7 sg:pub.10.1177/0092070394222001
    8 https://app.dimensions.ai/details/publication/pub.1074277832
    9 https://app.dimensions.ai/details/publication/pub.1074294924
    10 https://doi.org/10.1016/0022-4359(93)90010-g
    11 https://doi.org/10.1016/0167-4870(91)90048-x
    12 https://doi.org/10.1016/s0022-4359(00)00024-5
    13 https://doi.org/10.1016/s0022-4359(00)00028-2
    14 https://doi.org/10.1016/s0022-4359(96)90014-7
    15 https://doi.org/10.1016/s0022-4359(97)90021-x
    16 https://doi.org/10.1016/s0065-2601(08)60318-4
    17 https://doi.org/10.1016/s0167-8116(03)00016-8
    18 https://doi.org/10.1037/0022-3514.51.6.1173
    19 https://doi.org/10.1037/0033-2909.96.1.201
    20 https://doi.org/10.1086/208564
    21 https://doi.org/10.1086/209358
    22 https://doi.org/10.1086/209571
    23 https://doi.org/10.1108/09564239810199923
    24 https://doi.org/10.1177/1094670502005001006
    25 https://doi.org/10.1207/s15327906mbr3003_4
    26 https://doi.org/10.1287/mksc.12.2.125
    27 https://doi.org/10.1287/mksc.17.1.45
    28 https://doi.org/10.1509/jmkg.66.1.15.18449
    29 https://doi.org/10.1509/jmkr.37.2.227.18735
    30 https://doi.org/10.1509/jmkr.38.1.131.18832
    31 https://doi.org/10.1509/jmkr.38.2.269.18845
    32 https://doi.org/10.2307/1251126
    33 https://doi.org/10.2307/1251411
    34 https://doi.org/10.2307/1251801
    35 https://doi.org/10.2307/1251829
    36 https://doi.org/10.2307/1251929
    37 https://doi.org/10.2307/1251999
    38 https://doi.org/10.2307/1252099
    39 https://doi.org/10.2307/1252117
    40 https://doi.org/10.2307/1252129
    41 https://doi.org/10.2307/1252256
    42 https://doi.org/10.2307/1252265
    43 https://doi.org/10.2307/1252308
    44 https://doi.org/10.2307/3150989
    45 https://doi.org/10.2307/3151641
    46 https://doi.org/10.2307/3151682
    47 https://doi.org/10.2307/3151985
    48 https://doi.org/10.2307/3152095
    49 https://doi.org/10.2307/3172490
    50 https://doi.org/10.2307/3172742
    51 https://doi.org/10.4135/9781452229102.n3
    52 schema:datePublished 2004-06
    53 schema:datePublishedReg 2004-06-01
    54 schema:description Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.
    55 schema:genre research_article
    56 schema:inLanguage en
    57 schema:isAccessibleForFree false
    58 schema:isPartOf Nee5c0dc2cd904efa8e779a57fab97713
    59 Nfcd2d2fef8b3424e895c6f79e0400513
    60 sg:journal.1052642
    61 schema:name Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context
    62 schema:pagination 293
    63 schema:productId Nef8813002eb846d388681ab5c9f5af29
    64 Nf5295eef280f4d758bed290dbade2bc5
    65 Nfeb5135bc7ba4bb19aeadd08a28f82d4
    66 schema:sameAs https://app.dimensions.ai/details/publication/pub.1063722196
    67 https://doi.org/10.1177/0092070304263330
    68 schema:sdDatePublished 2019-04-11T01:57
    69 schema:sdLicense https://scigraph.springernature.com/explorer/license/
    70 schema:sdPublisher Nb9d9f5029768475881aa25afd411a248
    71 schema:url http://link.springer.com/10.1177/0092070304263330
    72 sgo:license sg:explorer/license/
    73 sgo:sdDataset articles
    74 rdf:type schema:ScholarlyArticle
    75 N2fa5ee8927424f7796c87682e9e8404e rdf:first sg:person.011017303536.67
    76 rdf:rest Nbfee37c356364b66a70df8e060e1a85c
    77 N6abc588c2f0246d8a2f872fac1b38836 rdf:first N8d6a73c83e104f68bc5cc8ed3bd4c5c1
    78 rdf:rest rdf:nil
    79 N8d6a73c83e104f68bc5cc8ed3bd4c5c1 schema:affiliation https://www.grid.ac/institutes/grid.59025.3b
    80 schema:familyName Murthy
    81 schema:givenName Bvsan
    82 rdf:type schema:Person
    83 Nb9d9f5029768475881aa25afd411a248 schema:name Springer Nature - SN SciGraph project
    84 rdf:type schema:Organization
    85 Nbfee37c356364b66a70df8e060e1a85c rdf:first sg:person.010572766704.64
    86 rdf:rest Nc2e7dc0431154f50888b21f6020fc2d9
    87 Nc2e7dc0431154f50888b21f6020fc2d9 rdf:first sg:person.010555562306.50
    88 rdf:rest N6abc588c2f0246d8a2f872fac1b38836
    89 Nee5c0dc2cd904efa8e779a57fab97713 schema:volumeNumber 32
    90 rdf:type schema:PublicationVolume
    91 Nef8813002eb846d388681ab5c9f5af29 schema:name doi
    92 schema:value 10.1177/0092070304263330
    93 rdf:type schema:PropertyValue
    94 Nf2f4c9b559dc4c0392ca8b51bbb59b73 schema:name University of Maryland, Maryland, USA
    95 rdf:type schema:Organization
    96 Nf5295eef280f4d758bed290dbade2bc5 schema:name dimensions_id
    97 schema:value pub.1063722196
    98 rdf:type schema:PropertyValue
    99 Nfcd2d2fef8b3424e895c6f79e0400513 schema:issueNumber 3
    100 rdf:type schema:PublicationIssue
    101 Nfeb5135bc7ba4bb19aeadd08a28f82d4 schema:name readcube_id
    102 schema:value 8d53d8e0dae159d601d293e1d5dc9131f059f73d25111933578d569abbd7da6a
    103 rdf:type schema:PropertyValue
    104 anzsrc-for:15 schema:inDefinedTermSet anzsrc-for:
    105 schema:name Commerce, Management, Tourism and Services
    106 rdf:type schema:DefinedTerm
    107 anzsrc-for:1503 schema:inDefinedTermSet anzsrc-for:
    108 schema:name Business and Management
    109 rdf:type schema:DefinedTerm
    110 sg:journal.1052642 schema:issn 0092-0703
    111 1552-7824
    112 schema:name Journal of the Academy of Marketing Science
    113 rdf:type schema:Periodical
    114 sg:person.010555562306.50 schema:affiliation https://www.grid.ac/institutes/grid.59025.3b
    115 schema:familyName Erramilli
    116 schema:givenName M. Krishna
    117 schema:sameAs https://app.dimensions.ai/discover/publication?and_facet_researcher=ur.010555562306.50
    118 rdf:type schema:Person
    119 sg:person.010572766704.64 schema:affiliation Nf2f4c9b559dc4c0392ca8b51bbb59b73
    120 schema:familyName Shankar
    121 schema:givenName Venkatesh
    122 schema:sameAs https://app.dimensions.ai/discover/publication?and_facet_researcher=ur.010572766704.64
    123 rdf:type schema:Person
    124 sg:person.011017303536.67 schema:affiliation https://www.grid.ac/institutes/grid.59025.3b
    125 schema:familyName Lam
    126 schema:givenName Shun Yin
    127 schema:sameAs https://app.dimensions.ai/discover/publication?and_facet_researcher=ur.011017303536.67
    128 rdf:type schema:Person
    129 sg:pub.10.1007/bf02723327 schema:sameAs https://app.dimensions.ai/details/publication/pub.1006171265
    130 https://doi.org/10.1007/bf02723327
    131 rdf:type schema:CreativeWork
    132 sg:pub.10.1007/bf02894350 schema:sameAs https://app.dimensions.ai/details/publication/pub.1015843238
    133 https://doi.org/10.1007/bf02894350
    134 rdf:type schema:CreativeWork
    135 sg:pub.10.1177/0092070300281007 schema:sameAs https://app.dimensions.ai/details/publication/pub.1063722053
    136 https://doi.org/10.1177/0092070300281007
    137 rdf:type schema:CreativeWork
    138 sg:pub.10.1177/0092070394222001 schema:sameAs https://app.dimensions.ai/details/publication/pub.1063722451
    139 https://doi.org/10.1177/0092070394222001
    140 rdf:type schema:CreativeWork
    141 https://app.dimensions.ai/details/publication/pub.1074277832 schema:CreativeWork
    142 https://app.dimensions.ai/details/publication/pub.1074294924 schema:CreativeWork
    143 https://doi.org/10.1016/0022-4359(93)90010-g schema:sameAs https://app.dimensions.ai/details/publication/pub.1032288361
    144 rdf:type schema:CreativeWork
    145 https://doi.org/10.1016/0167-4870(91)90048-x schema:sameAs https://app.dimensions.ai/details/publication/pub.1009093460
    146 rdf:type schema:CreativeWork
    147 https://doi.org/10.1016/s0022-4359(00)00024-5 schema:sameAs https://app.dimensions.ai/details/publication/pub.1003623421
    148 rdf:type schema:CreativeWork
    149 https://doi.org/10.1016/s0022-4359(00)00028-2 schema:sameAs https://app.dimensions.ai/details/publication/pub.1027119458
    150 rdf:type schema:CreativeWork
    151 https://doi.org/10.1016/s0022-4359(96)90014-7 schema:sameAs https://app.dimensions.ai/details/publication/pub.1008499854
    152 rdf:type schema:CreativeWork
    153 https://doi.org/10.1016/s0022-4359(97)90021-x schema:sameAs https://app.dimensions.ai/details/publication/pub.1026828806
    154 rdf:type schema:CreativeWork
    155 https://doi.org/10.1016/s0065-2601(08)60318-4 schema:sameAs https://app.dimensions.ai/details/publication/pub.1050583142
    156 rdf:type schema:CreativeWork
    157 https://doi.org/10.1016/s0167-8116(03)00016-8 schema:sameAs https://app.dimensions.ai/details/publication/pub.1003382992
    158 rdf:type schema:CreativeWork
    159 https://doi.org/10.1037/0022-3514.51.6.1173 schema:sameAs https://app.dimensions.ai/details/publication/pub.1024012146
    160 rdf:type schema:CreativeWork
    161 https://doi.org/10.1037/0033-2909.96.1.201 schema:sameAs https://app.dimensions.ai/details/publication/pub.1041037589
    162 rdf:type schema:CreativeWork
    163 https://doi.org/10.1086/208564 schema:sameAs https://app.dimensions.ai/details/publication/pub.1058528151
    164 rdf:type schema:CreativeWork
    165 https://doi.org/10.1086/209358 schema:sameAs https://app.dimensions.ai/details/publication/pub.1058528945
    166 rdf:type schema:CreativeWork
    167 https://doi.org/10.1086/209571 schema:sameAs https://app.dimensions.ai/details/publication/pub.1058529152
    168 rdf:type schema:CreativeWork
    169 https://doi.org/10.1108/09564239810199923 schema:sameAs https://app.dimensions.ai/details/publication/pub.1035467133
    170 rdf:type schema:CreativeWork
    171 https://doi.org/10.1177/1094670502005001006 schema:sameAs https://app.dimensions.ai/details/publication/pub.1047900857
    172 rdf:type schema:CreativeWork
    173 https://doi.org/10.1207/s15327906mbr3003_4 schema:sameAs https://app.dimensions.ai/details/publication/pub.1027896451
    174 rdf:type schema:CreativeWork
    175 https://doi.org/10.1287/mksc.12.2.125 schema:sameAs https://app.dimensions.ai/details/publication/pub.1064713278
    176 rdf:type schema:CreativeWork
    177 https://doi.org/10.1287/mksc.17.1.45 schema:sameAs https://app.dimensions.ai/details/publication/pub.1064713408
    178 rdf:type schema:CreativeWork
    179 https://doi.org/10.1509/jmkg.66.1.15.18449 schema:sameAs https://app.dimensions.ai/details/publication/pub.1006842582
    180 rdf:type schema:CreativeWork
    181 https://doi.org/10.1509/jmkr.37.2.227.18735 schema:sameAs https://app.dimensions.ai/details/publication/pub.1050663330
    182 rdf:type schema:CreativeWork
    183 https://doi.org/10.1509/jmkr.38.1.131.18832 schema:sameAs https://app.dimensions.ai/details/publication/pub.1027664772
    184 rdf:type schema:CreativeWork
    185 https://doi.org/10.1509/jmkr.38.2.269.18845 schema:sameAs https://app.dimensions.ai/details/publication/pub.1021035645
    186 rdf:type schema:CreativeWork
    187 https://doi.org/10.2307/1251126 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069416851
    188 rdf:type schema:CreativeWork
    189 https://doi.org/10.2307/1251411 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417094
    190 rdf:type schema:CreativeWork
    191 https://doi.org/10.2307/1251801 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417430
    192 rdf:type schema:CreativeWork
    193 https://doi.org/10.2307/1251829 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417453
    194 rdf:type schema:CreativeWork
    195 https://doi.org/10.2307/1251929 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417535
    196 rdf:type schema:CreativeWork
    197 https://doi.org/10.2307/1251999 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417587
    198 rdf:type schema:CreativeWork
    199 https://doi.org/10.2307/1252099 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417670
    200 rdf:type schema:CreativeWork
    201 https://doi.org/10.2307/1252117 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417688
    202 rdf:type schema:CreativeWork
    203 https://doi.org/10.2307/1252129 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417697
    204 rdf:type schema:CreativeWork
    205 https://doi.org/10.2307/1252256 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417800
    206 rdf:type schema:CreativeWork
    207 https://doi.org/10.2307/1252265 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417807
    208 rdf:type schema:CreativeWork
    209 https://doi.org/10.2307/1252308 schema:sameAs https://app.dimensions.ai/details/publication/pub.1069417843
    210 rdf:type schema:CreativeWork
    211 https://doi.org/10.2307/3150989 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070213391
    212 rdf:type schema:CreativeWork
    213 https://doi.org/10.2307/3151641 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070213927
    214 rdf:type schema:CreativeWork
    215 https://doi.org/10.2307/3151682 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070213965
    216 rdf:type schema:CreativeWork
    217 https://doi.org/10.2307/3151985 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070214210
    218 rdf:type schema:CreativeWork
    219 https://doi.org/10.2307/3152095 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070214305
    220 rdf:type schema:CreativeWork
    221 https://doi.org/10.2307/3172490 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070216862
    222 rdf:type schema:CreativeWork
    223 https://doi.org/10.2307/3172742 schema:sameAs https://app.dimensions.ai/details/publication/pub.1070217089
    224 rdf:type schema:CreativeWork
    225 https://doi.org/10.4135/9781452229102.n3 schema:sameAs https://app.dimensions.ai/details/publication/pub.1087991923
    226 rdf:type schema:CreativeWork
    227 https://www.grid.ac/institutes/grid.59025.3b schema:alternateName Nanyang Technological University
    228 schema:name Nanyang Technological University, Singapore
    229 rdf:type schema:Organization
     




    Preview window. Press ESC to close (or click here)


    ...