articleJournal of Business ResearchJun 1, 2002Closed access

Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes

MAMichael A. JonesDLDavid L. MothersbaughSESharon E. Beatty

University of Tennessee at Chattanooga · University of Alabama

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Abstract

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905
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FWCI
20.73
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100%
References
47
Citations per year

Authors

3

Topics & keywords

Topics
Keywords
  • Sunk costs
  • Loyalty
  • CLARITY
  • Conceptualization
  • Differential (mechanical device)
  • Variable cost
  • Marketing
  • Cost driver
UN Sustainable Development Goals
  • Reduced inequalities
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