... critical managerial implications. Brand loyalty Loyalty status Loyalty program Equity theory Social comparison Cross-customer Switching Experimental design Social dynamics Service companies, such as airlines, hotels, restaurants, retail, rental cars and credit card companies, have...

..., and whether such employee acts may lead customers to employee switching, branch switching (i.e. switching from one to another location within the same brand) and/or brand switching (switching to another brand altogether). Design/methodology/approach A scenario-based between-subjects experiment of 4...

...Banwari Mittal This paper aims to revisit the 1998 paper (“Why do customers switch […]”) published in this journal with the goal of documenting research progress since then and identifying gaps still present in the knowledge base on the relevant key issues. The method is literature...