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Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers

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  • Chung-Yu Wang

Abstract

The current study moves beyond customer-perceived value, service quality, and corporate image and demonstrates that switching barriers are important factors influencing a customer's decision to recommend a service provider to others. This work examines a contingency model between customer-perceived value, service quality, corporate image, and switching barriers. The results indicate that the impact of these parameters on consumers' recommend intentions increases under conditions of high switching barriers. The implications of these results are also discussed.

Suggested Citation

  • Chung-Yu Wang, 2007. "Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers," The Service Industries Journal, Taylor & Francis Journals, vol. 29(9), pages 1231-1241, November.
    • Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1231-1241
    DOI: 10.1080/02642060701847810
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    References listed on IDEAS

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    1. Vanessa Apaolaza Ibáñez & Patrick Hartmann & Pilar Zorrilla Calvo, 2006. "Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs," The Service Industries Journal, Taylor & Francis Journals, vol. 26(6), pages 633-650, September.
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    4. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
    5. Liu, Annie H. & Leach, Mark P. & Bernhardt, Kenneth L., 2005. "Examining customer value perceptions of organizational buyers when sourcing from multiple vendors," Journal of Business Research, Elsevier, vol. 58(5), pages 559-568, May.
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