How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis

Markus Blut, Carly M. Frennea, Vikas Mittal and David L. Mothersbaugh

International Journal of Research in Marketing, 2015, vol. 32, issue 2, 226-229

Abstract: Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows that: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial switching costs enhance it.

Keywords: Switching costs; Customer satisfaction; Repurchase intentions; Repurchase behavior (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (30)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ijrema:v:32:y:2015:i:2:p:226-229

DOI: 10.1016/j.ijresmar.2015.01.001

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