Switching Costs between Customer Satisfaction and Loyalty.

Xuecheng Yang Jun Wu Xiaohang Zhang Feng Zuo Quan Yu

Published in: CSO (1) (2009)

Keyphrases

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