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Consumer switching costs: a typology, antecedents, and consequences
The management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. A switching cost typology is developed that identifies 3 types of switching costs: 1. procedural switching costs, primarily involving the loss of time and effort, 2. financial switching costs, involving the loss of financially quantifiable resources, and 3. relational switching costs, involving psychological or emotional discomfort due to the loss of identity and the breaking of bonds. The antecedents and consequences of switching costs are examined. The results suggest that consumers' perceptions of product complexity and provider heterogeneity, their breadth of product use, and their alternative provider and switching experience drive the switching costs they perceive.Printed Journal
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | : Academy of Marketing Science |
|---|---|
| Edisi | - |
| Subjek | Brand loyalty Statistical analysis Costs Customer Satisfaction Customer Retention Customer relationship management studies |
| ISBN/ISSN | 920703 |
| Klasifikasi | - |
| Deskripsi Fisik | - |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |