articleJournal of the Academy of Marketing ScienceMay 27, 2004Closed access

Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context

SYShun Yin LamVSVenkatesh ShankarMKM. Krishna ErramilliBGB. G. K. Murthy

Nanyang Technological University · University of Maryland, College Park

Indexed incrossref

Abstract

No abstract available for this paper.

Citation impact

1,820
total citations
FWCI
43.13
Percentile
100%
References
63
Citations per year

Authors

4

Topics & keywords

Topics
Keywords
  • Loyalty business model
  • Marketing
  • Customer satisfaction
  • Business
  • Customer delight
  • Customer retention
  • Loyalty
  • Customer advocacy
No related works found for this paper.