SSE/EFI Working Paper Series in Business Administration
Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty
() and Magnus Söderlund
Abstract: 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, has 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 their effects on customer satisfaction, repurchase intentions and
attitudinal loyalty. A LISREL analysis of the empirical data shows that
negative switching barriers have negative effects on customer satisfaction
and attitudinal loyalty, but a positive effect on repurchase intentions.
Positive switching barriers impinge positively on customer satisfaction,
repurchase intentions and attitudinal loyalty.
Keywords: switching barriers; loyalty; satisfaction; repurchase intentions; (follow links to similar papers)
25 pages, January 7, 2003
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