𝔖 Bobbio Scriptorium
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Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs

✍ Scribed by Ibáñez, Vanessa Apaolaza; Hartmann, Patrick; Calvo, Pilar Zorrilla

Book ID
125529241
Publisher
Frank Cass & Co. Ltd
Year
2006
Tongue
English
Weight
144 KB
Volume
26
Category
Article
ISSN
0264-2069

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The current study moves beyond customer-perceived value and corporate image and demonstrates that switching costs are important factors in influencing a customer's decision to stay with a service provider. This work finds support for a contingency model involving customer-perceived value, corporate