Service quality, perceived value, corporate image, and customer loyalty in the context of varying levels of switching costs

Abstract

The current study moves beyond customer-perceived value and corporate image and demonstrates that switching costs are important factors in influencing a customer's decision to stay with a service provider. This work finds support for a contingency model involving customer-perceived value, corporate image, and switching costs. The results indicate that the impacts of customer-perceived value and corporate image on customer loyalty decrease under conditions of high switching costs. Implications of the results are discussed. © 2010 Wiley Periodicals, Inc.