Search results

There have been mixed results regarding the impacts of satisfaction, service quality and service value on consumer loyalty. The purpose of this paper is to investigate the moderating effects of switching costs between the three antecedents and consumer loyalty via four loyalty dimensions, i.e. repurchase intentions, appreciating behavior, complaining behavior, and price‐increase tolerance.

A conceptual framework is developed where the canonical correlations among the antecedents and components of consumer loyalty are analyzed. Three hypothesis sets are proposed and tested based on 12 service industries in Hong Kong markets.

The findings provide strong evidence of the moderating effects on repurchase preference, but only partial support on the other three loyalty dimensions.

The above findings enable managers to adjust their strategies in response to varying levels of switching costs among services, which affect the relationships between the three primary antecedents and repurchase preference.

Consumer loyalty is considered as an important source of competitive advantages for service firms. Although potential antecedents of loyalty, including satisfaction, service quality and service value, have been identified, their influences on loyalty vary among different service industries. This research highlights the moderating effects of switching costs on the four consumer loyalty dimensions.

This paper aims to discuss a comprehensive analysis of the effects of torque and flux hysteresis bands on the inverter average switching frequency considering an induction machine drive under the control of the Takahashi DTC strategy.

The analysis of the effects of torque and flux hysteresis bands on the inverter average switching frequency is carried out taking into account the speed range and the sampling period.

It has been found that the inverter average switching frequency could be more or less taken down according to the speed range and the sampling period by selecting suitable flux and torque hysteresis bands.

This work should be extended by an experimental validation of the established results.

The reduction of the inverter switching frequency is of great importance in direct torque controlled induction motor drive as far as it leads to a decrease of the torque ripple and an increase of the efficiency.

For given torque and flux hysteresis bands, the inverter average switching frequency presents nonlinear shape. Given the fact that the flux switching frequency is a linear function of the speed, one can conclude that the nonlinearity of the inverter average switching frequency is due to the torque switching frequency. This statement has been proven by the introduction of the so‐called focal speeds for the torque switching frequency turns to be null.

This paper aims to present two hysteresis-control algorithms designed for medium-frequency, direct-current, resistance-spot-welding (MFDC RSW) systems. The first proposed control algorithm (MSCHC) eliminates the short switching cycles that can occur when using the existing hysteresis-control algorithms. This control minimises the number of switching cycles that are needed to generate the selected welding current. The welding-current ripple can be high when using this control algorithm. Therefore, a second algorithm (HCRR) is presented that reduces the welding-current ripple by half.

The proposed hysteresis controllers consist of the transformer’s magnetic-flux-density hysteresis regulator and a welding-current hysteresis regulator. Therefore, the welding current must be measured and the saturation of the iron core must be detected. The proposed hysteresis controller supplies the inverter with the signals needed to generate the supply voltage for the RSW transformer, which then generates the selected welding current.

The proposed MSCHC algorithm produces the smallest possible number of switching cycles needed to generate the selected welding current. The high welding-current ripple can be reduced if the number of switching cycles is increased. The observed number of switching cycles and the welding-current ripple change if the welding resistance and/or inductance change.

The number of switching cycles can be minimised when using the first proposed control algorithm (MSCHC), and so the switching power losses can be minimised. If the welding-current ripple produced by the first control algorithm is unacceptable, the second control algorithm (HCRR) can reduce it by increasing the number of switching cycles.

The purpose of this paper is to explore loyalty and switching behavior among corporate energy customers in Italy. Thanks to the recent liberalization process, firms have now the opportunity to evaluate alternative energy providers and try to reduce their energy expenses. Nonetheless their switching rate in Italy is currently as low as 6.3 percent.

The study is based on a cross-sectional analysis of the switching behavior of a sample of 110 Italian small and medium firms that purchase natural gas from a middle-sized natural gas supplier.

The analysis emphasizes the role of price convenience (but not of dissatisfaction with the service provision) as a driver of the intention to switch to a new supplier. The negative impact of procedural and relational switching costs on the intention to switch emerges, as well.

The sample size was quite limited. Moreover participants were all customers of one natural gas supplier only.

The findings highlight the need for gas service providers to focus on customer orientation and loyalty to stimulate customer loyalty and not just customer repurchases.

Whilst a few studies have explored switching behavior and loyalty among private energy customers, this study investigates this issue among corporate energy customers.

The paper aims to explore the effects of the behavioural antecedents suggested by the theory of planned behaviour (TPB) (i.e. positive subjective norms, high perceived behavioural control and positive attitudes towards switching) on the switching propensity of retail banking customers at several critical switching incidents (CSIs) (i.e. events of unfavourable reputation concerning their current bank or favourable reputation concerning competitor banks, service failures, problems with charges and interest rates, herding behaviour, inconvenience, alternative banks' attractiveness and unethical bank practices).

A self-completed online survey was conducted among 324 Cypriot retail banking customers. For the data analysis, the researchers used principal component analysis (PCA), confirmatory factor analysis (CFA) and structural equation modelling (SEM).

The study revealed that the behavioural antecedents specified by TPB play different roles in various CSIs. Positive subjective norms may drive bank customers to switch at critical incidents such as: service failure, unfavourable bank reputation, alternative banks' attractiveness, inconvenience, favourable reputation of other banks and herding behaviour. High perceived behavioural control can lead to switching, only in the case of other banks' favourable reputation. Finally, positive attitudes towards switching may affect bank clients to switch in cases of service failure, unfavourable bank reputation, alternative attractiveness and inconvenience.

To the best of the authors' knowledge, no other previous research work has examined the interaction between the antecedents of switching behaviour (as specified by TPB) and switching propensity at different CSIs. The study addresses the gap of explaining the reasons for which, at similar incidents, some bank customers choose to switch to other banks, whereas others do not.

The issue is which third-party logistics to engage, and escalating customer complaints about service quality of third-party logistics (3PL) enhances the tendency of online retailers to switch to another 3PL. The current study seeks to investigate the factors influencing the satisfaction and switching intention of 3PL services among online sellers in Malaysia.

Applying a purposive sampling method, data were gathered via an online survey among online sellers. Initially, the system gathered 418 respondents, but only 311 were useable for further analysis. Since we operationalised the measures as composites, a combination of reflective and formative measurement in the study and the study focuses on explanatory and predictive purposes, partial least squares structural equation modelling with SmartPLS 4 was applied to test the model developed.

The results indicated that conflict handling had a positive effect on satisfaction, and satisfaction had a negative relationship with the switching intention of 3PL among the online retailers. Moreover, satisfaction and customer relationship management sequentially mediated conflict handling and switching intention, whereas CRM strengthens the negative relationship between satisfaction and switching intention.

The respondents only limit to the online sellers in Malaysia which based on purposive sampling method, thus the findings cannot be generalised to another countries.

The study offers insightful information for the managers of the 3PL in crafting a better policy to avoid switching behaviour among their customers. The conflict between customers and providers is unavoidable since consumers have unlimited demand and businesses have limited resources. The findings also benefit online sellers and 3PL service providers to create attractive marketing strategies for business sustainability.

The study developed a new model for the 3PL studies using the S-O-R model in introducing conflict handling and customer relationship management as the stimulus, customer's satisfaction as an organism and switching intention as a response. The study introduced single and sequential mediators also contributes to the S-O-R theory to predict the switching intention among the online sellers towards the 3PL providers. Another important contribution, customer relationship management, was confirmed to play a moderating role to influence the relationship between satisfaction and switching intention.

This study explores the factors that promote university teachers' switching intention from a traditional classroom to a smart classroom based on the push–pull–mooring (PPM) framework to enrich the theoretical research on the smart classroom and provide a reference for smart classroom promotion.

The proposed conceptual framework was developed from a comprehensive review of the related literature. This study tested and validated the proposed framework using a partial least square structural equation model based on 269 valid questionnaires.

(1) Perceived inefficiency, inquiry-based learning, future expectation and technical self-efficacy had significant effects on switching intention, while low participation, perceived usefulness and habit had no significant effects on university teachers’ switching intention in the smart classroom. (2) In the process of decision-making, the course category significantly moderates the impact of perceived inefficiency and technical self-efficacy on switching intention, while the user experience of smart classrooms significantly moderates the impact of perceived inefficiency on switching intention.

This study explains university teachers' switching intention from a traditional classroom to the smart classroom, which enriches the application area of the PPM framework.

The digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer empowerment through high accessibility of information on the internet, this has led to a phenomenon known as switching behavior. The purpose of this review is to examine the determinants governing switching behavior among bank customers. This review highlights the importance of research which looks beyond pre-adoption behavior by examining post-adoption behavior; what happens after initial technology acceptance.

This review examines 44 journal articles researching switching behavior published between 1995 and 2022 in top journals. From a synthesis of literature, a conceptual framework for analysis and understanding switching behavior is presented.

Although various scholars have investigated switching behavior among bank customers, there are few studies which provide a comprehensive review and research classifications in this area. This review classifies key determinants of switching behavior into socio-demographic factors, situational triggers, influential triggers and reactional triggers. Structural equation modelling is the most common research methodology utilized in reviewed articles. The literature review reveals that mediators and moderators are less commonly deployed compared to determinants. Findings also indicate switching behavior studies still lack theory-driven conceptual frameworks.

This paper is the first systematic literature review on switching behavior research among bank customers spanning across 28 years in top academic journals. It integrates insights from 44 relevant research papers through publication trends. This review identifies key research gaps and provides future research directions.

Racial code-switching is an impression management behavior for people to blend into social and professional situations by adhering to norms outside their own. Drawing on the identity threat perspective, this study aims to examine the harmful effects of racial code-switching on employee psychological depression and hospitality industry turnover intentions.

The current study used a two-wave time-lagged survey of 286 restaurant frontline employees. Participants were asked to rate their racial code-switching, identity threat and shame in the first survey. Participants reported their depression and industry turnover intention in the second survey one week later.

The results showed that employees that engaged in racial code-switching had higher intentions to leave the hospitality industry via the sequential mediating roles of identity threat, shame and depression.

The findings provide practical implications on how hospitality practitioners can foster employee authenticity and tenure by evaluating impression management strategies. This paper provides a discussion, suggestions and future research directions on how to take sustainable actions toward diversity, equity, inclusion, justice and belonging.

Although racial code-switching is a common behavioral strategy for whites and people of color, research on racial code-switching in the hospitality industry is limited. This study is among the first to examine racial code-switching’s health and career consequences.

The halal cosmetics industry continues to grow significantly. Furthermore, using halal cosmetics is a must for Muslims. This study aims to analyze the factors influencing the switching intention to halal cosmetics in Indonesia.

This quantitative study uses a Partial Least Square-Structural Equation Modelling (PLS-SEM) on 214 respondents. The variables include halal certification, halal awareness, product image, perceived behavioral control, subjective norm, attitude, advertisement and switching intention.

The product image plays the most influential role in deriving the attitude toward switching intention to halal cosmetics, following perceived behavioral control, halal awareness and subjective norm, but not halal certification and advertisement. The result indicates that the image of halal cosmetics influences customers’ attitudes toward switching to using halal cosmetics. Indonesian customers know the obligation to use halal products because they are Muslim. However, the existence of halal certification does not derive the switching intention to halal cosmetics.

This study conducts research only in Indonesia. As a recommendation, further studies might conduct a comparative test using multicultural respondents in several countries. Other studies also suggested examining factors of switching intention through different generational, especially in countries with high individualism traits.

This study will encourage the halal industry, especially the halal cosmetics industry, to pay more attention to the product image. Meanwhile, the government can provide incentives or rewards to promote industry participation in halal cosmetics. The findings provide a more detailed understanding of how product image can influence someone to switch to halal cosmetics.

Research on switching intention to halal cosmetics is still limited. This study uses halal variables, while previous studies only used religiosity. This study also introduced the product images motivating customers’ switching intention to use halal cosmetics.