Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers

Chung-Yu Wang

The Service Industries Journal, 2007, vol. 29, issue 9, 1231-1241

Abstract: The current study moves beyond customer-perceived value, service quality, and corporate image and demonstrates that switching barriers are important factors influencing a customer's decision to recommend a service provider to others. This work examines a contingency model between customer-perceived value, service quality, corporate image, and switching barriers. The results indicate that the impact of these parameters on consumers' recommend intentions increases under conditions of high switching barriers. The implications of these results are also discussed.

Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:29:y:2007:i:9:p:1231-1241

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DOI: 10.1080/02642060701847810

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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