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


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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

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

    DOI

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

    DIMENSIONS

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