...David M. Gray; Steven D’Alessandro; Lester W. Johnson; Leanne Carter Purpose This paper aims to examine the antecedents of customer inertia (i.e. knowledge, confusion, perceptions of competitor similarity and switching costs) and their relationship to customer satisfaction, service providers...

...Celso Augusto de Matos; Jorge Luiz Henrique; Fernando de Rosa Purpose – The purpose of this study is to test the effects of satisfaction, satisfaction with service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth (PWOM) of bank customers in a service recovery context...

...Richard Lee; Larry Neale Purpose Service research typically relates switching costs to customer loyalty, and portrays them as effective switching deterrents that engender harmful word‐of‐mouth (WOM). Rather than to customer loyalty, this paper aims to relate switching costs to consumer inertia...