TY  - JOUR
AB  - Numerous studies have shown customer satisfaction to be the crucial antecedent of perhaps the most important constructs in marketing – loyalty and customer retention. However the satisfaction→customer retention linkage is not as simple as it might first seem. This study examines the impact of switching barriers as potential moderators of the satisfaction→customer retention linkage. The results show that across each industry studied, the satisfaction→repeat purchase link is stronger under conditions of low switching barriers, and weaker when switching barriers are perceived to be higher, thus supporting a contingency model of customer retention.
VL  - 38
IS  - 9/10
SN  - 0309-0566
DO  - 10.1108/03090560410548997
UR  - https://doi.org/10.1108/03090560410548997
AU  - Patterson Paul G.
PY  - 2004
Y1  - 2004/01/01
TI  - A contingency model of behavioural intentions in a services context
T2  - European Journal of Marketing
PB  - Emerald Group Publishing Limited
SP  - 1304
EP  - 1315
Y2  - 2024/04/24
ER  -