Customer perceived value, satisfaction, and loyalty: The role of switching costs

@article{Yang2004CustomerPV,
  title={Customer perceived value, satisfaction, and loyalty: The role of switching costs},
  author={Zhilin Yang and Robin T. Peterson},
  journal={Psychology \& Marketing},
  year={2004},
  volume={21},
  pages={799-822}
}
It is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, this article examines the moderating effects of switching costs on customer loyalty through both… 

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