The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony

  • Caruana A
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Abstract

Switching costs are known to influence customer loyalty. This paper primarily investigates which dimensions of switching costs affect which dimensions of customer loyalty. Data are collected among corporate customers of a mobile phone operator and canonical correlation analysis is undertaken to investigate these relationships. Managerial implications are discussed, limitations are noted and future research directions are indicated.[PUBLICATION ABSTRACT]

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APA

Caruana, A. (2003). The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 12(3), 256–268. https://doi.org/10.1057/palgrave.jt.5740113

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