...Jiun-Sheng Chris Lin; Cheng-Yu Lin; Chung-Yueh Wu Purpose The effectiveness of switching barriers in deterring customer defection hinges on the psychological constraints they impose on customer decision-making; however, this underlying mechanism has received limited empirical attention. To address...

...Goitom Tesfom; Nancy J. Birch Purpose The purpose of this paper is to examine whether switching barriers in the retail banking industry affect different age groups differently. Design/methodology/approach Questionnaires were administered to 188 bank customers of different age groups, measuring...