Securing business-to-business relationships: The impact of switching costs

Anderson, 2000, Strengthening the satisfaction–profit chain, Journal of Service Research, 3, 107, 10.1177/109467050032001 Bagozzi, 1988, On evaluation of structural equation models, Journal of the Academy of Marketing Science, 16, 74, 10.1007/BF02723327 Barroso, 2012, Multi-dimensional analysis of perceived switching costs, Industrial Marketing Management, 41, 531, 10.1016/j.indmarman.2011.06.020 Blut, 2014, The impact of service characteristics on the switching costs–customer loyalty link, Journal of Retailing, 90, 275, 10.1016/j.jretai.2014.04.003 Blut, 2007, Switching barriers in the four-stage loyalty model, Advances in Consumer Research, 34, 726 Blut, 2015, How procedural, financial, and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis, International Journal of Research in Marketing, 10.1016/j.ijresmar.2015.01.001 Burnham, 2003, Consumer switching costs: A typology, antecedents, and consequences, Journal of the Academy of Marketing Science, 31, 109, 10.1177/0092070302250897 Chebat, 2011, More on the role of switching costs in service markets: A research note, Journal of Business Research, 64, 823, 10.1016/j.jbusres.2010.10.003 Dall'Olmo Riley, 2000, The service brand as relationships builder, British Journal of Management, 11, 137, 10.1111/1467-8551.t01-1-00156 Evanschitzky, 2012, Consequences of customer loyalty to the loyalty program and to the company, Journal of the Academy of Marketing Science, 40, 625, 10.1007/s11747-011-0272-3 Fornell, 1996, The American Customer Satisfaction Index: Nature, purpose, and findings, Journal of Marketing, 60, 70, 10.2307/1251898 Fornell, 1981, Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18, 39, 10.2307/3151312 Geiger, 2012, The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences, Industrial Marketing Management, 41, 82, 10.1016/j.indmarman.2011.11.013 Goff, 1997, The influence of salesperson selling behaviors on customer satisfaction with products, Journal of Retailing, 73, 171, 10.1016/S0022-4359(97)90002-6 Greene, 2007 Hair, 2006 Jackson, 1985, Build customer relationships that last: How close can industrial markets get to their customers — And for how long?, Harvard Business Review, 63, 120 Jones, 2000, Switching barriers and repurchase intentions in services, Journal of Retailing, 76, 259, 10.1016/S0022-4359(00)00024-5 Jones, 2002, Why customers stay: Measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes, Journal of Business Research, 55, 441, 10.1016/S0148-2963(00)00168-5 Jones, 2007, The positive and negative effects of switching costs on relational outcomes, Journal of Service Research, 9, 335, 10.1177/1094670507299382 Keaveney, 1995, Customer switching behavior in service industries: An exploratory study, Journal of Marketing, 59, 71, 10.2307/1252074 Kumar, 2008, Cross-Buying in Retailing: Drivers and Consequences, Journal of Retailing, 84, 15, 10.1016/j.jretai.2008.01.007 Mittal, 2001, Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics, Journal of Marketing Research, 38, 131, 10.1509/jmkr.38.1.131.18832 Nagengast, 2014, New insights in the moderating effect of switching costs on the satisfaction–loyalty link, Journal of Retailing, 90, 408, 10.1016/j.jretai.2014.04.001 Nunnally, 1978 Palmatier, 2006, Factors influencing the effectiveness of relationship marketing: A meta-analysis, Journal of Marketing, 70, 136, 10.1509/jmkg.70.4.136 Payne, 2001, Diagnosing customer value: Integrating the value process and relationship marketing, British Journal of Management, 12, 159, 10.1111/1467-8551.00192 Pick, 2014, Buyers' perceived switching costs and switching: A meta-analytic assessment of their antecedents, Journal of the Academy of Marketing Science, 42, 186, 10.1007/s11747-013-0349-2 Ping, 1993, The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect, Journal of Retailing, 69, 320, 10.1016/0022-4359(93)90010-G Porter, 1980 Reinartz, 2003, The impact of customer relationship characteristics on profitable lifetime duration, Journal of Marketing, 67, 77, 10.1509/jmkg.67.1.77.18589 Sengupta, 1997, Switching costs in key account relationships, Journal of Personal Selling & Sales Management, 17, 9 Spiggle, 1994, Analysis and interpretation of qualitative data in consumer research, Journal of Consumer Research, 21, 491, 10.1086/209413 Strauss, 1990 Szymanski, 2001, Customer satisfaction: A meta-analysis of the empirical evidence, Journal of the Academy of Marketing Science, 29, 16, 10.1177/0092070301291002 Verhoef, 2002, The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter?, Journal of the Academy of Marketing Science, 30, 202, 10.1177/0092070302303002 Wirtz, 2014, Contrasting the drivers of switching intent and switching behavior in contractual service settings, Journal of Retailing, 90, 463, 10.1016/j.jretai.2014.07.002 Woisetschläger, 2011, How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings, Journal of Business Research, 64, 800, 10.1016/j.jbusres.2010.10.007 Yanamandram, 2006, Switching barriers in business-to-business services: A qualitative study, International Journal of Service Industry Management, 17, 158, 10.1108/09564230610656980 Zellner, 1962, Three-stage least squares: Simultaneous estimation of simultaneous equations, Econometrica, 30, 54, 10.2307/1911287