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Switching Costs between Customer Satisfaction and Loyalty.
Xuecheng Yang
Jun Wu
Xiaohang Zhang
Feng Zuo
Quan Yu
Published in:
CSO (1) (2009)
Keyphrases
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customer satisfaction
switching costs
prior studies
service quality
individual level
online shopping
customer service
network effects
online services
marketing strategies
user satisfaction
electronic commerce
customer retention
information systems
business intelligence
service providers
website