Magnus Söderlund

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The positive effect of customer satisfaction on repurchase intentions and attitudinal loyalty has been shown in numerous studies. The effect of switching barriers on these variables, however, have been subject to much less attention from researchers. In this study we propose that switching barriers can be seen as either positive or negative, and we examine(More)
This paper examines the effects of customer familiarity (i.e. the number of previous consumption-related experiences) on a) expectations prior to the consumption of a service, b) performance perceptions after the consumption, and c) satisfaction after the consumption. Data collected in a longitudinal study of a tour operator's customers who took part in a(More)
Collie eye anomaly (CEA) is a congenital, inherited ocular disorder which is widespread in herding breeds. Clinically, the two major lesions associated with CEA are choroidal hypoplasia (CH) and coloboma, and both lesions are diagnosed based on ophthalmological examination. A 7.8-kb intronic deletion in the gene encoding non-homologous end-joining factor 1(More)
The main finding in this paper is that customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects customer satisfaction in an asymmetric way. Data from customers in the airline industry suggest that it is more difficult to obtain a high level of satisfaction among high familiarity customers compared to low(More)
Measures of behavioral intentions are common as dependent variables in satisfaction research. Scholars and practitioners involved in such research, however, seem to be unaware of the existence of different intention constructs. Three constructs are examined in this paper: " intentions-as-expectations " , " intentions-as-plans " , and " intentions-as-wants(More)
The point of departure in this paper is that the tools described in relationship marketing literature are not likely to provide us with a sufficiently rich understanding of why strong consumer-commercial object relationships emerge. The paper explores the following factors derived from research on commitment: satisfaction of high-level needs, effort,(More)
This paper explores the notion of transaction-specific satisfaction as a gain/loss situation in relation to cumulative satisfaction prior to the most recent transaction. The empirical results from an experiment in a service setting indicate that loss aversion is at hand (i.e., losses loom larger than gains in the effects on behavioral intentions). Moreover,(More)