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Keywords: Service provider switching
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2017) 31 (6): 485–498.
Published: 12 October 2017
...’ switching intentions and actual switching behavior. Customer inertia is said to reduce the incidence of service provider switching; however, little is known about the antecedent drivers of inertia. Design/methodology/approach The conceptual model was tested by a longitudinal/discontinuous panel design...
