Review paper

An integrative framework for customer switching behavior

Volume: 38, Issue: 15-16, Pages: 1067 - 1094
Published: Feb 2, 2018
Abstract
Due to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer...
Paper Details
Title
An integrative framework for customer switching behavior
Published Date
Feb 2, 2018
Volume
38
Issue
15-16
Pages
1067 - 1094
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