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This study aims to develop and test a theoretical model postulating that a hotel customer’s brand attachment is reinforced by positive and negative switching barriers, which, in turn, determine customer citizenship behaviour (CCB) towards hotel brands.

Surveys were conducted and completed by 233 respondents in the USA who had favourite hotel brands and used these brands in the previous year. A framework was developed based on the literature, and eight hypotheses were tested using structural equation modelling.

The findings suggest that a customer’s brand attachment (brand-self connection and brand prominence) to a hotel is strengthened not only by relational benefits (positive switching barriers) but also by switching costs (negative switching barriers). Brand prominence can promote CCB, whereas the impact of brand-self connection on CCB is rather limited.

This study highlights the importance of affirmative and passive reasons for customers to remain in a relationship with the hotel brand and how sub-dimensions of switching barriers are interrelated to predict a customer’s attitude and behaviour to the brand. By emphasising the role of customers’ hotel brand attachment, this study also ascertains that cognitive and affective bonds towards a hotel brand can be significant antecedents to their extra-role behaviours.

This research contributes to the hospitality literature by expanding the realm of consumer behaviour research on switching barriers, brand attachment and CCB.

This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the switching barriers on the customer satisfaction and loyalty link.

An empirical causal framework was developed and tested through qualitative and quantitative phases. In-depth interviews were performed with consumers and experts in the field as well a survey with consumers. The results were analyzed using Cronbach’s α, Pearson’s correlation and regression analysis techniques.

The results of the research showed that network quality, customer support and pricing structure are the main service quality constructs that affects the customer satisfaction, showing how the customer is more interested in the core services other than other benefits and value-added services.

The research presents a comprehensive framework enabling mobile service providers to understand the factors affecting consumer loyalty. In terms of practical implication; the telecommunications sector is changing radically and as the market is approaching its maturity, customer retention has become a critical issue in the success of the mobile telecommunications business. The findings of the research can aid practitioners in firms in focussing their efforts on areas that can build consumer loyalty and retention.

The purpose of this paper is to look at the influence of switching barriers on patients' private general practitioner (GP) service expectations and tolerance zone

From 750 questionnaires distributed to a convenience sample, 257 were completed and returned, yielding a 34 per cent response rate.

There was a significant association between switching barriers and what patients expected from their GPs. Switching barriers did not have a significant association with the tolerance zone.

Private GPs can develop strategies to overcome switching barriers. For example, they can develop personal relationships with their patients, re‐familiarise themselves with the patient's medical history before the consultation and provide better services to patients who perceive high switching barriers and hence higher adequate expectations.

This study contributes to the existing literature relating to healthcare service quality.

This study seeks to investigate the effect of mobile number portability (MNP) on mobile subscribers in Korea by focusing on subscribers' perception and behavior related to MNP.

The study collected data on subscribers who had changed mobile carriers between the beginning of MNP (July 2003) and December 2005. The data were analyzed by statistical analyses such as ANOVA and logistic regression.

Statistical analyses in this study reveal that subscribers perceive the switching barrier still as high, discouraging subscribers from switching carriers. While MNP lowered switching costs considerably, a significant level of switching costs still remains despite MNP. Carriers develop new subscriber lock‐in strategies that make them stay with current carriers. In addition, there are hidden costs other than MNP that should burden subscribers with number portaling.

The findings imply that the MNP has directly affected the industries to a greater extent than subscribers, which suggests implications for both regulators and industries: how to effectively enforce MNP to achieve the intended goals and how to achieve competitive advantage with MNP.

This research is particularly interested in investigating the effect of the introduction of MNP on subscribers' behaviors and perceptions, and therefore their motivations for changing or remaining with mobile carriers (operators) with the introduction of MNP. Although there have been many studies looking at the effect of number portability on competition at the industry level, little attention has been shown on the individual level such as subscribers' behavior or perception.

The purpose of this paper is to propose a dedication-constraint-temptation (DCT) model to study the factors influencing customers’ loyalty to mobile data service (MDS) providers. The DCT model explicitly explores the important yet overlooked role of alternative attractiveness (the temptation-based mechanism) as a mediator and the boundary condition of their interrelationships (e.g. relationship length). The model also integrates new and established antecedents of customer-based brand equity (C-BBE) (the dedication-based mechanism) and switching barriers (the constraint-based mechanism).

The proposed model is tested using partial least squares–structural equation modeling with a sample of 331 MDS users.

The results indicate that C-BBE has an indirect effect on customer loyalty (via alternative attractiveness) in both relationship groups (shorter- vs longer-term). However, the indirect effect of switching barriers on customer loyalty only exists in longer established relationships. The results from multi-group analysis reveal that the effect of switching barriers on alternative attractiveness significantly differs across groups. In addition, customer value anticipation and procedural switching costs appear to be the most salient antecedents of C-BBE and switching barriers for both groups.

This study makes an incremental contribution by incorporating the temptation-based mechanism as a mediator and relationship length as a moderator into the dedication-constraint model. This study also extends the information systems and brand management literatures by demonstrating the strategic importance of customer value anticipation in the information and communication technology brand equity-building.

The purpose of this paper is to investigate the extent of customer switching and the reasons that underlie customer‐switching intentions. The paper aims to focus on the various factors on account of which a customer may or may not switch a particular bank.

A total of 800 bank customers were selected randomly from a total population of 71,600 and were contacted personally to gather the requisite data.

The paper finds that the model reveals significant effect of quality, satisfaction and trust on predicting switching barriers. Of these relationships, satisfaction emerged as the strongest factor which influences switching barriers.

The study is limited to Indian banks; a larger empirical study would be useful to replicate the results in the banking as well as other services.

In order to ensure loyalty among bank customers, increased value addition in the banking services and wide‐ranging relationships with customers can make the switching process more complex.

The preliminary work in this paper demonstrates the impact of various relationship marketing factors, namely, service quality, customer value, satisfaction, trust, commitment, loyalty, switching costs and barriers on customers' switching intentions.

The purpose of this paper is to examine the impact of three different dimensions of switching costs on customer dissatisfaction response styles as well as on the evaluation of service recovery.

Study 1 is a scenario-based experiment and Study 2 uses a critical incident technique combined with survey-based measures of switching costs, dissatisfaction responses and perceived complaint handling.

The results of these studies highlight the need to consider the different effects of switching costs. Not only do different switching costs lead to varying customer dissatisfaction responses, they also have differential moderator effects on the interrelationships between customer-perceived recovery justice and service recovery satisfaction.

Service failure severity was an influential control variable. Future studies should investigate how the type, context and severity of service failure influence customers’ complaint behavior. Furthermore, participants had trouble differentiating between their relations toward their service provider in general and one particular employee. Hence, further research should explore the relationship between customers and frontline employees.

The authors encourage managers to take a closer look at the switching cost dimensions of their service industry. This may lead practitioners to promote differentiated strategies for complaint stimulation and complaint handling.

This is the first study to simultaneously explore all three dimensions of switching costs when examining their impact on customers’ dissatisfaction response styles as well as the moderating effects in the recovery process. In doing so, this study reveals some hitherto uncovered effects.

The purpose of this paper is to uncover the dimensions that form the construct of switching barriers for retail banking customers in the Chilean banking industry.

The investigation was divided into three stages: Stage 1: literature and existing research review, Stage 2: qualitative focused interviews, and Stage 3: survey including pre‐test, pilot survey, and main survey.

The research results uncovered the existence of a five‐factor structure measuring switching barriers. Three factors were associated with positive or more reward‐based switching barriers (organizational credibility, value congruency, and relational value) and two factors accounted for negative or punitive switching barriers (difficulties of switching and lack of attractive alternatives). The study also showed that Chilean customers perceive banks as using more punitive switching barriers rather than rewarding ones.

The study attempts to validate the findings of past research in the case of South America.

In recent years more and more users have begun to use social networking sites (SNSs). Visiting these sites has become a regular habit of many users. However most of the users only use the free services of the sites and are unwilling to pay for services. Therefore, in order to understand what factors affect users' intention to continue to pay for services, this study proposes a research model based on value theory and the academic literature on switching barriers.

An online questionnaire was developed and used to collect research data. The responses of 211 SNS members who pay subscription fees for advanced services were used to test the hypotheses in the research model.

All of the seven study hypotheses were supported. The results indicated that perceived value and service degradation barriers are the main factors which directly influence the intention to pay. Together they account for 37.4 per cent of the variance in intention. Additionally the results demonstrated that sunk costs and lost performance costs both had significant impact on service degradation barriers while enjoyment, social value, and perceived fees were the main determinants of the intention to pay.

SNS managers could raise users' perceived value by enhancing the social value and enjoyment of SNSs. In addition they can provide paid members with exclusive member services to increase the barrier. To sum up, in order to increase customers' perceived value, SNS service providers need to understand the real needs of their major customers. These users will be more willing to pay for the services they prefer and feel they need and then recommend that other users use or pay for the services.

This study provides a comprehensive framework of the influence of perceived value and service degradation barriers on users' intention to continue to pay for SNSs. The research results could be generalised to other social Web 2.0 services.

Although various booking platforms have been contributing to the dramatic growth of hotel industry, little research has been conducted to understand consumer psychological processes and behaviors in online hotel booking. To fill this gap, the current study examines the effect of switching barriers (switching cost and alternative attractiveness) on consumers' decision postponement and repurchase intention. Additionally, the moderating effect of time pressure in different phases of booking decision is investigated.

A total of 352 samples was collected through an online platform. Data analysis was conducted via Amos 23 (structural equation modeling) and SPSS 24 (descriptive analysis and PROCESS macro).

Results show that switching cost and alternative attractiveness are two significant drivers of decision postponement and repurchase intention. Meanwhile, time pressure only has a significant moderating effect on the relationship between switching cost and decision postponement.

The findings of this research reveal that hotel operations need to implement strategies to prevent customers' delayed booking decisions and overcome the influence of time pressure on customer decision-making.

These findings stress the importance of consumer perceptions of switching barriers and time span when making hotel reservations online. Hotel practitioners are encouraged to provide multiple human–computer interaction applications to attract novice consumers and increase their familiarity with booking process.