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Research on customer switching behavior in the service industry

Author

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  • Yi-Fei Chuang
  • Yang-Fei Tai

Abstract

Purpose - This study aims to analyze and explain the characteristics and findings in previous studies of switching behavior and identifies the developments within this topic in order to improve its current understanding. Design/methodology/approach - The authors construct a literature database of studies published in prominent business and management journals from 1996 to 2013 and conduct an analysis using the variables in the data fields. Furthermore, we execute meta-analysis to combine the research goals of tracing the history of customer switching behavior studies. Findings - Satisfaction switching costs and attractiveness of alternatives are the most commonly used predictor variables to explain switching intentions. Switching costs subjective norms and interpersonal relationships moderate the relationship between switching intentions and its antecedents. Customer switching behavior in mobile telecommunication services has received a lot of attention. Practical implications - This study assists researchers by examining the type and topic of these studies and the research tools and findings reported in theory. The authors ultimately identify the developmental trend in the literature on switching behavior and propose a direction for future studies. Originality/value - This study clarifies the characteristics and findings of previous studies on switching intention from a literature review and improves the current understanding.

Suggested Citation

  • Yi-Fei Chuang & Yang-Fei Tai, 2016. "Research on customer switching behavior in the service industry," Management Research Review, Emerald Group Publishing Limited, vol. 39(8), pages 925-939, August.
    • Handle: RePEc:eme:mrrpps:v:39:y:2016:i:8:p:925-939
    DOI: 10.1108/MRR-01-2015-0022
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    Citations

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    Cited by:

    1. Tsai, Ming-Chih & Merkert, Rico & Tsai, Mei-Ting & Lin, Shiau-Chi, 2021. "Towards a taxonomy-based preferred-customer model for suppliers in air cargo express service markets," Journal of Air Transport Management, Elsevier, vol. 90(C).
    2. Dariusz Dudek & Marcin Lipowski & Ilona Bondos, 2021. "Changing Energy Supplier on the Market with a Strong Position of Incumbent Suppliers—Polish Example," Energies, MDPI, vol. 14(13), pages 1-16, June.
    3. Bright Senanu & Bedman Narteh, 2023. "Banking sector reforms and customer switching intentions: evidence from the Ghanaian banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 15-29, March.
    4. Anas Hidayat & Tony Wijaya & Asmai Ishak & Sri Rejeki Ekasasi & Guruh Ghifar Zalzalah, 2021. "Model of the Consumer Switching Behavior Related to Healthy Food Products," Sustainability, MDPI, vol. 13(6), pages 1-12, March.

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