https://scholars.lib.ntu.edu.tw/handle/123456789/625745
標題: | What If I Make the Wrong Decision? The Role of Anticipated Regret in Switching Barrier Based Customer Retention | 作者: | JIUN-SHENG LIN Chou E.-Y Lin C.-Y. |
關鍵字: | Behavioral Intention; Customer Expectation; Customer Retention; Service Firm; Switching Cost | 公開日期: | 2016 | 起(迄)頁: | 123-126 | 來源出版物: | Developments in Marketing Science: Proceedings of the Academy of Marketing Science | 摘要: | The examination and management of customer switching barriers has been an important issue on customer retention because switching barriers deter defection. Similarly, psychological inhibitors can act as negative drivers to customer defection. However, there has been little research investigating the role of customers’ psychological mechanisms in relation to switching behavior. This study aims to explore such a mechanism by incorporating customers’ anticipated regret into existing switching barrier research. © 2016, The Academy of Marketing Science. |
URI: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-85044617372&doi=10.1007%2f978-3-319-19428-8_33&partnerID=40&md5=e66338f9d75b1a9168c5c49bd2caa9f2 https://scholars.lib.ntu.edu.tw/handle/123456789/625745 |
ISSN: | 23636165 | DOI: | 10.1007/978-3-319-19428-8_33 |
顯示於: | 國際企業學系 |
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