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Journal of Relationship Marketing Volume 14, 2015 - Issue 2
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Articles

Perceived Value, Reputation, Trust, and Switching Costs as Determinants of Customer Retention

Gabriel Sperandio MilanDepartment of Business Administration, University of Caxias do Sul, Caxias do Sul, Brazil
,
Luciene EberleDepartment of Business Administration, University of Caxias do Sul, Caxias do Sul, Brazil
&
Suélen BebberDepartment of Business Administration, University of Caxias do Sul, Caxias do Sul, BrazilCorrespondence[email protected]
Pages 109-123 | Published online: 29 Jun 2015

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Andreas Samudro & Vonny Susanti. (2022) Assessing Antecedents of Loyalty in the Industrial Relationship Model: An Examination of Base Model Constituents and Moderators. Journal of Relationship Marketing 21:4, pages 255-284.
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Korhan K. Gokmenoglu & Aysel Amir. (2021) The impact of perceived fairness and trustworthiness on customer trust within the banking sector. Journal of Relationship Marketing 20:3, pages 241-260.
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Articles from other publishers (15)

Charles Muiruri, Eline van den Broek-Altenburg, Hayden Bosworth, Crystal Cené & Juan Gonzalez. (2023) A Quantitative Framework for Medication Non-Adherence: Integrating Patient Treatment Expectations and Preferences. Patient Preference and Adherence Volume 17, pages 3135-3145.
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Fernando de Oliveira Santini, Luciene Eberle, Wagner Junior Ladeira, Gabriel Sperandio Milan, Ana Paula Graciola & Cláudio Hoffmann Sampaio. (2023) Trust in the financial services context: a meta-analysis. International Journal of Bank Marketing 41:7, pages 1693-1714.
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Ming Yang, Jinglu Jiang, Ann-Frances Cameron & Xin Liu. (2023) How do you cope? Online medical consultation service uncertainty, coping strategies, and subsequent payment. Electronic Commerce Research and Applications 61, pages 101294.
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Zohra Ghali, Karim Garrouch & Abdulrahman Aljasser. (2023) Drivers of Patients’ Behavioral Intention toward Public and Private Clinics’ Services. Healthcare 11:16, pages 2336.
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Kim-Shyan Fam, Boon Liat Cheng, Tat-Huei Cham, Mandy Tan Chia Yi & Hiram Ting. (2021) The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry. Journal of Hospitality & Tourism Research 47:1, pages 257-288.
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Khanh Le Phi Ho, Hoang Truong Quang & Morgan P. Miles. (2022) Leveraging entrepreneurial marketing processes to ameliorate the liability of poorness: The case of smallholders and SMEs in developing economies. Journal of Innovation & Knowledge 7:4, pages 100232.
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Muaz Azinuddin, Muhammad Burhanuddeen Mohammad Nasir, Mohd Hafiz Hanafiah, Nur Shahirah Mior Shariffuddin & Mohd Khairul Amri Kamarudin. (2022) Interlinkage of Perceived Ecotourism Design Affordance, Perceived Value of Destination Experiences, Destination Reputation, and Loyalty. Sustainability 14:18, pages 11371.
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Yi Li, Nelson Oly Ndubisi, Jinpeng Xu & Gang Li. (2022) Do switching costs hurt new product development performance? The role of relationship quality and customer involvement. Management Decision 60:9, pages 2552-2571.
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Tsen-Yao Chang & Shao-Wei Huang. (2022) Factors Influencing the Reputation of Assistive Technology Resources Center: An Example from Yunlin County, Taiwan. Healthcare 10:2, pages 243.
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Daniel Kipkirui Langat, Ronald Bonuke & Yusuf Kibet. (2021) Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image. SEISENSE Journal of Management 4:4, pages 47-61.
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Carlos Correa, David Alarcón & Ignacio Cepeda. (2021) “I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services. Sustainability 13:11, pages 6013.
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Anabela Maria Bello de Figueiredo Marcos & Arnaldo Fernandes de Matos Coelho. (2018) Communication relational outcomes in the insurance industry. Asia Pacific Journal of Marketing and Logistics 30:5, pages 1294-1318.
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Gabriel Sperandio Milan, Luiz Antonio Slongo, Luciene Eberle, Deonir De Toni & Suélen Bebber. (2018) Determinants of customer loyalty: a study with customers of a Brazilian bank. Benchmarking: An International Journal 25:9, pages 3935-3950.
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Luciene Eberle, Gabriel Sperandio Milan, Deonir De Toni & Fernanda Lazzari. (2018) New services development: a study in the context of a health organization. International Journal of Quality and Service Sciences 10:4, pages 366-383.
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Muhammad Abid Saleem, Sadaf Zahra & Asif Yaseen. (2017) Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics 29:5, pages 1136-1159.
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