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Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs

Journal of the Academy of Marketing Science, 2005-04, Vol.33 (2), p.169-183 [Peer Reviewed Journal]

Copyright SAGE PUBLICATIONS, INC. Spring 2005 ;Academy of Marketing Science 2005. ;ISSN: 0092-0703 ;EISSN: 1552-7824 ;DOI: 10.1177/0092070304269111 ;CODEN: JAMSDE

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  • Title:
    Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs
  • Author: Bell, S. J.
  • Subjects: Brand loyalty ; Competition ; Consumers ; Cost control ; Customer relations ; Customer relationship management ; Customer retention ; Customer services ; Financial services ; Hypotheses ; International finance ; Loyalty ; Market strategy ; Marketing ; Perceptions ; Quality of service ; Relationship marketing ; Statistical analysis ; Studies
  • Is Part Of: Journal of the Academy of Marketing Science, 2005-04, Vol.33 (2), p.169-183
  • Description: As customer-organization relationships deepen, consumers increase their expertise in the firm's product line and industry and develop increased switching costs. This study investigates the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty as perceived switching costs increase. Three-way interactions between the main effects of service quality, customer expertise, and perceived switching costs yield additional insight into the change in relative importance of technical and functional service quality in customers' decision to be loyal. Six of eight hypotheses receive support. Implications are discussed for customer relationship management over the relationship life cycle. [PUBLICATION ABSTRACT]
  • Publisher: New York: Springer Nature B.V
  • Language: English
  • Identifier: ISSN: 0092-0703
    EISSN: 1552-7824
    DOI: 10.1177/0092070304269111
    CODEN: JAMSDE
  • Source: ProQuest One Psychology
    Alma/SFX Local Collection
    ProQuest Central
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