The role of pure and quasi-moderators in services: An empirical investigation of ongoing customer-service-provider relationships

    Research output: Contribution to journalArticle

    34 Citations (Scopus)

    Abstract

    This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative attractiveness as independent antecedents as well as moderators of relationship commitment, a sample of 200 clients who are the patrons of two financial planning services firms is used to test the hypothesized effects. Hierarchical regression analysis provides mixed support for the hypothesized model. While perceived switching cost is a quasi-moderator (antecedent as well as moderator), alternative attractiveness is a pure moderator of an ongoing customer-service-provider relationship.
    Original languageEnglish
    Pages (from-to)253-262
    Number of pages10
    JournalJournal of Retailing and Consumer Services
    Volume10
    Issue number4
    DOIs
    Publication statusPublished - Jul 2003

    Keywords

    • consumer satisfaction
    • customer relations
    • customer services
    • marketing
    • relationship marketing
    • success in business
    • Switching cost
    • Service satisfaction
    • Relationship commitment
    • Alternative attractiveness
    • Trust

    Fingerprint

    Dive into the research topics of 'The role of pure and quasi-moderators in services: An empirical investigation of ongoing customer-service-provider relationships'. Together they form a unique fingerprint.

    Cite this