Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam
Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on custo...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Centre of Sociological Research, Szczecin
2017-05-01
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| Series: | Journal of International Studies |
| Subjects: | |
| Online Access: | http://jois.eu/?309,en_moderating-and-mediating-effects-of-switching-costs-on-the-relationship-between-service-value-customer-satisfaction-and-customer-loyalty-investigation-of-retail-banking-in-vietnam |
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