Exploring the customer's intention to switch firms: The role of customer ‐related antecedents

This study examined the customer‐related antecedents of the customer's intention to switch firms. Customer citizenship behavior was a key element in this study. Scholars have extensively studied the antecedents of customer citizenship behavior. However, the way that customer citizenship behavior relates to other attitudinal variables and the intention to switch has scarcely been analyzed. The proposed hypotheses were verified using partial least squares variance‐based structural equation modeling applied to 947 users of beauty care service firms in five countries. The results suggest that customer citizenship behavior is an antecedent of satisfaction, trust, and attitudinal loyalty. Two of these variables influence customers’ intentions to abandon relationships with the service provider. The implications of these findings enhance managers’ and scholars’ understanding of the determinants of customers’ intentions to switch firms.

Source: Psychology and Marketing - October 10, 2017 Category: Psychiatry & Psychology Authors: Mar ía‐Ángeles Revilla‐Camacho, Manuela Vega‐Vázquez, Francisco‐José Cossío‐Silva Tags: RESEARCH ARTICLE Source Type: research