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


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.

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Divisions: Aston Business School > Marketing & Strategy
Aston Business School
Additional Information: © 2015, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Uncontrolled Keywords: Customer satisfaction,Repurchase behavior,Repurchase intentions,Switching costs,Marketing
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Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
https://www.sci ... 0105?via%3Dihub (Publisher URL)
PURE Output Type: Article
Published Date: 2015-06-01
Authors: Blut, Markus ( 0000-0003-0436-6846)
Frennea, Carly M.
Mittal, Vikas
Mothersbaugh, David L.

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