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Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty

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Abstract

The positive effect of customer satisfaction on repurchase intentions and attitudinal loyalty has been shown in numerous studies. The effect of switching barriers on these variables, however, has been subject to much less attention from researchers. In this study we propose that switching barriers can be seen as either positive or negative, and we examine their effects on customer satisfaction, repurchase intentions and attitudinal loyalty. A LISREL analysis of the empirical data shows that negative switching barriers have negative effects on customer satisfaction and attitudinal loyalty, but a positive effect on repurchase intentions. Positive switching barriers impinge positively on customer satisfaction, repurchase intentions and attitudinal loyalty.

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  • Julander, Claes-Robert & Söderlund, Magnus, 2003. "Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty," SSE/EFI Working Paper Series in Business Administration 2003:1, Stockholm School of Economics.
    • Handle: RePEc:hhb:hastba:2003_001
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    1. Tore Nilssen, 1992. "Two Kinds of Consumer Switching Costs," RAND Journal of Economics, The RAND Corporation, vol. 23(4), pages 579-589, Winter.
    2. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
    3. Paul Klemperer, 1987. "Markets with Consumer Switching Costs," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 102(2), pages 375-394.
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    Cited by:

    1. Singh, Reema & Rosengren, Sara, 2020. "Why do online grocery shoppers switch? An empirical investigation of drivers of switching in online grocery," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    2. Corentine Le Roy, 2004. "Le comportement des étudiants sur le marché du téléphone mobile : inertie, captivité ou fidélité ?," Working Papers of LaRGE Research Center 2004-04, Laboratoire de Recherche en Gestion et Economie (LaRGE), Université de Strasbourg.
    3. Picón, Araceli & Castro, Ignacio & Roldán, José L., 2014. "The relationship between satisfaction and loyalty: A mediator analysis," Journal of Business Research, Elsevier, vol. 67(5), pages 746-751.
    4. Valenzuela, Fredy, 2014. "Switching barriers' influences on service recovery evaluation in the retail banking industry: Construct development and testing," Australasian marketing journal, Elsevier, vol. 22(4), pages 296-306.
    5. Gabriel Kola Olorunleke, 2015. "Switching Barriers as a Competitive Tool in Carbonated Soft Drinks Industry in Nigeria," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 5(5), pages 394-404.

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