publication . Article . Other literature type . 2014

New Insights in the Moderating Effect of Switching Costs on the Satisfaction-Repurchase Behavior Link

Nagengast, Liane; Evanschitzky, Heiner; Blut, Markus; Rudolph, Thomas;
Open Access
  • Published: 01 Sep 2014 Journal: Journal of Retailing, volume 90, pages 408-427 (issn: 0022-4359, Copyright policy)
  • Publisher: Elsevier BV
  • Country: United Kingdom
Existing studies on the role of switching costs (SC) as moderator of the relationship between satisfaction and repurchase behavior are inconclusive. We attempt to explain these inconclusive findings by synthesizing an amplifying and a lock-in effect, and hypothesize a nonlinear moderating effect. In Study 1 (a main study and three replications), we find strong evidence for an inverted u-shaped moderating effect of overall SC. Our results suggest that satisfaction is a particularly important predictor of repurchase behavior in situations characterized by medium-levels of SC. Based on Prospect Theory, Study 2 (a main study and one replication) reveals that this in...
free text keywords: Marketing, Customer satisfaction, Multilevel model, Prospect theory, Business, Moderation, Business studies
Related Organizations

Jones, Mothersbaugh, and Beatty 2000 Kaur, Sharma, and Mahajan 2012 Kim, Park, and Jeong 2004 Kim, Shin, and Lee 2006 Lam et al. 2004 Lee, Lee, and Feick 2001 Lee and Neale 2012 Lim 2005 Patterson 2004 Patterson and Smith 2003 Qin, Chen, and Wan 2012 Ranaweera and Prabhu 2003 Sharma 2003 Sharma and Patterson 2000 Tsai et al. 2010 Tong, Wong, and Lui 2012 Vasudevan, Gaur, and R, 2006 Wangenheim 2003 Woisetschläger, Lentz, and Evanschitzky 2009 Yang et al. 2009 Yang and Peterson 2004

Powered by OpenAIRE Research Graph
Any information missing or wrong?Report an Issue