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How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis

Blut, M.; Frennea, C.M.; Mittal, V.; Mothersbaugh, D.L.

How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis Thumbnail


Authors

C.M. Frennea

V. Mittal

D.L. Mothersbaugh



Abstract

Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows that: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial switching costs enhance it.

Citation

Blut, M., Frennea, C., Mittal, V., & Mothersbaugh, D. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226-229. https://doi.org/10.1016/j.ijresmar.2015.01.001

Journal Article Type Article
Online Publication Date Feb 26, 2015
Publication Date 2015-06
Deposit Date Jun 19, 2020
Publicly Available Date Jun 22, 2020
Journal International Journal of Research in Marketing
Print ISSN 0167-8116
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 32
Issue 2
Pages 226-229
DOI https://doi.org/10.1016/j.ijresmar.2015.01.001
Public URL https://durham-repository.worktribe.com/output/1268464

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