Relationship marketing and consumer switching behavior

Chiu, Hung-Chih; Hsieh, Yi Ching; Li, Yu-Chuan; Lee, Monle

doi:10.1016/j.jbusres.2004.11.005

Cited by 238 publications

(238 citation statements)

References 56 publications

Supporting

Mentioning

224

Contrasting

Unclassified

Order By: Relevance

“…Previous relational studies have shown significant relationship between bonding, customer satisfaction and loyalty (e.g., Claycomb & Martin, 2001;Geddie et al, 2005;Narteh et al, 2013;Sin et al, 2005b). For example, to investigate the correlations among relational bonds, customer value and customer loyalty, a study involving 613 customers of different segments was conducted in the retail banking industry of Taiwan by Chiu, Hsieh, Li & Lee (2005). The findings reveal that financial, social and structural bonds predict customer loyalty of the different customer groups.…”

Section: Bondingmentioning

confidence: 98%

The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

Abubakar¹,

Mokhtar²,

Abdullattef³

2013

ASS

View full text Add to dashboard Cite

In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion. Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty. However, these reports are contradictory and thus, inconclusive. Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behaviour. Yet, very little is known of the interaction effect of long-term orientation on the link between trust, bonding and customer satisfaction in retail banking sector. Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between the independent and the dependent variables. To fill these gaps, this conceptual paper is written.

show abstract

Section: Bondingmentioning

confidence: 98%

The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

Abubakar¹,

Mokhtar²,

Abdullattef³

2013

ASS

View full text Add to dashboard Cite

show abstract

“…In traditional economic theory value is held to be about utility, the utility provided by the product or service against the price paid (Zeithaml, 1988;Afuah, 2002). Consumers are considered to be rational and make choices to maximise utility (Chiu et al, 2005). S-D logic is concerned with the perception of value, as a phenomena that is "… idiosyncratic, experiential, contextual and meaning laden" (Vargo and Lusch, 2008, p7).…”

Section: The Perception Of Valuementioning

confidence: 99%

Co-creation: moving towards a framework for creating innovation in the Triple Helix

Hughes¹

2014

Prometheus

View full text Add to dashboard Cite

The objective of the paper is to demonstrate how the theoretical ideas of service-dominant logic (S-D logic) can usefully be applied to innovation through collaboration among university, industry and government. The debate around S-D logic has stimulated much discussion of three areas that are particularly pertinent in considering the co-creation of knowledge within the Triple Helix. The first area relates to understanding the nature of the resources provided by all the parties involved and the process through which they are integrated. The second area relates to interaction among the parties involved. The third and most complex area relates to how value is perceived by the different parties. This discussion leads to a proposed model of the co-creation process and four suggested research agendas: Research Agenda One, looking at the resources supplied by the parties and their integration; Research Agenda Two, concerning the interaction practices that enhance co-creation; Research Agenda Three, exploring what value propositions will motivate the different parties to co-create; and Research Agenda Four, considering how co-creation modifies the resources of the parties involved. A model of the co-creation process that encompasses these four research agendas and provides a conceptual framework to analyse Triple Helix initiatives is proposed. Some practical implications are then discussed relating to the challenges posed for researchers.

show abstract

“…Usually, scholars view customer value as a multidimensional construct. Chiu, Hsieh, Li, and Lee (2005) differentiate between utilitarian and hedonic value in the customer value construct. In contrast to other researchers, they focus solely on the customer value's benefit dimension.…”

Section: Customer Valuementioning

confidence: 99%

“…On the whole, empirical evidence shows that customer-perceived value has a significant influence on customer loyalty (see, e.g., Agustín and Singh, 2005;Lam, Shankar, Erramilli, and Murthy, 2004). Chiu, Hsieh, Li, and Lee (2005) find that the utilitarian value component has a higher impact on loyalty than does the hedonic. Spiteri and Dion (2004) find that in business markets, customer value correlates significantly with end-user loyalty.…”

Section: Customer Valuementioning

confidence: 99%

“Let’s Wait and See!” The Real Option to Switch as a New Element of Customer Value

Henseler

Roemer

2013

Schmalenbach Bus Rev

View full text Add to dashboard Cite

We suggest that a customer's option to switch suppliers, and to wait and see before switching, adds to customer value in uncertain markets, and affects the customer's switching behavior. We use a real options model to examine the value of this option and conduct sensitivity analyses based on data collected from the german public health insurance market to support our argument. We elaborate on the customer value construct and show how it contributes to customers' behavioral loyalty. We also provide guidelines for managers of in-suppliers and out-suppliers on how to use the value of customers' option to switch, e.g., for pricing decisions and management of customer churn.Jel Classification: m31.

show abstract

Relationship marketing and consumer switching behavior

Cited by 238 publications

References 56 publications

The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

Co-creation: moving towards a framework for creating innovation in the Triple Helix

“Let’s Wait and See!” The Real Option to Switch as a New Element of Customer Value

Contact Info

Product

Resources

About