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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/3146

Title: On the relationship between perceived service quality, service loyalty and switching costs
Authors: de Ruyter, K
Wetzels, M
BLOEMER, Johanna
Issue Date: 1998
Publisher: MCB UNIV PRESS LTD
Citation: INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 9(5). p. 436-+
Abstract: In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and dissatisfaction response is developed. We subsequently focus on the role of service quality and switching costs as antecedents to these types of service loyalty. The results of an empirical study of a large sample of customers from five different service industries provide support for service loyalty as a three-dimensional construct. Moreover, we find that the influence of service quality on service loyalty varies significantly per industry and that, hence, findings from one industry cannot be generalised to other industries. Furthermore, we establish that in industries characterised by relatively low snitching costs, customers will be less loyal as compared to service industries with relatively high switching costs.
Notes: Maastricht Univ, Maastricht, Netherlands. Limburg Univ Ctr, Dept Mkt, Diepenbeek, Belgium.de Ruyter, K, Maastricht Univ, Maastricht, Netherlands.
URI: http://hdl.handle.net/1942/3146
DOI: 10.1108/09564239810238848
ISI #: 000077009100004
ISSN: 0956-4233
Type: Journal Contribution
Validation: ecoom, 1999
Appears in Collections: Research publications

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