TAILIEUCHUNG - The moderator effects of switching costs and customer expertise in the satisfaction- repurchase intention relationship for mobile telecommunication services
The moderator effects of switching costs and customer expertise in the satisfaction- repurchase intention relationship for mobile telecommunication services. This study discusses and tests the moderator role of monetary, time, effort, social ties and relational switching costs and their interactions with customer expertise in the satisfaction- repurchase intention relationship for mobile communication services. | Journal of Economics and Development, , , August 2015, pp. 83-103 ISSN 1859 0020 The Moderator Effects of Switching Costs and Customer Expertise in the SatisfactionRepurchase Intention Relationship for Mobile Telecommunication Services Ho Huy Tuu Nha Trang University, Vietnam Email: tuu_hohuy@ Abstract This study discusses and tests the moderator role of monetary, time, effort, social ties and relational switching costs and their interactions with customer expertise in the satisfactionrepurchase intention relationship for mobile communication services. The authors use survey data of 516 customers from the three largest mobile communication providers in Vietnam. A moderated regression is used to test the hypotheses of both two- and three-way interaction effects on repurchase intention. The results show that monetary, time, effort and social ties switching costs have a negative moderating effect, but relational switching costs have a positive moderating effect on the satisfaction-repurchase intention relationship. Furthermore, this study contributes to the existing literature by providing empirical evidence supporting three-way interaction effects between satisfaction, switching costs and customer expertise on repurchase intention. Specifically, customer expertise reduces the moderating effects of social ties and relational switching costs on the satisfaction-repurchase intention relationship. Keywords: Satisfaction; repurchase intention; switching costs; customer expertise; interactions. Journal of Economics and Development 83 Vol. 17, , August 2015 1. Introduction tomer expertise can influence customer loyalty and the satisfaction-loyalty relationship (., Bell et al., 2005; Evanschitzky and Wunderlich, 2006). As customer-firm relationships extend, customers become more experienced with both their present firm (., product/service attributes, procedures, rules, and norms) and competitive firms (Alba and Hutchinson, 1987). In .
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