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The influence of goal attainment and switching costs on customers’ staying intentions

Temerak, Mohamed Sobhy, El-Manstrly, Dahlia (2019) The influence of goal attainment and switching costs on customers’ staying intentions. Journal of Retailing and Consumer Services, 51 . pp. 51-61. ISSN 0969-6989. (doi:10.1016/j.jretconser.2019.05.020) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:75706)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1016/j.jretconser.2019.05.020

Abstract

It examines the effectiveness of goal attainment (i.e. a value enhancement strategy) and switching costs (i.e. a defensive retention strategy) in enhancing customers’ staying intentions, where the service type is a key boundary condition. The data was collected using a survey design and analyzed using a multi-group SEM approach. Goal attainment played a stronger role in influencing staying intentions in services with passive customer participation and a low degree of customization (i.e. retail banking) than in services with active customer participation and a high degree of customization (i.e. stock brokerage). Different switching costs varied in importance across the two service industries. © 2019 Elsevier Ltd

Item Type: Article
DOI/Identification number: 10.1016/j.jretconser.2019.05.020
Uncontrolled keywords: banking; boundary condition; consumption behavior; retailing; service sector; social behavior; survey design
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculties > Social Sciences > Kent Business School > Marketing
Depositing User: Mohamed Temerak
Date Deposited: 20 Aug 2019 11:57 UTC
Last Modified: 15 Jan 2020 15:30 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/75706 (The current URI for this page, for reference purposes)
Temerak, Mohamed Sobhy: https://orcid.org/0000-0002-9128-6715
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