Journal article

Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs

SJ Bell, S Auh, K Smalley

Journal of the Academy of Marketing Science | SAGE PUBLICATIONS INC | Published : 2005

DOI: 10.1177/0092070304269111

Citation metrics

205Web of Science
244Scopus

Keywords

Satisfaction
Business & Economics
Service Quality
Switching Costs
Commitment
Loyalty
Information
Reasoned Action
Firm Performance
Behavioral Intentions
Customer Expertise
Perspective
Market
Barriers
Social Sciences
Impact
Business