What is it about?
In service companies, maintenance and expansion of relational exchanges reinforce customer retention as a differentiator from the competition. In this research we developed and tested a theoretical model considering perceived value, service provider reputation, trust, and switching costs as determinants of customer retention.
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Why is it important?
After that, a survey was done, and analysis of the results was performed using structural equation modeling with a sample of 269 client companies of corporate health plans.
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This page is a summary of: Perceived Value, Reputation, Trust, and Switching Costs as Determinants of Customer Retention, Journal of Relationship Marketing, April 2015, Taylor & Francis, DOI: 10.1080/15332667.2015.1041353.
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