Comparison between high-involvement service and high-involvement product : the antecedents of customer retention.

• Main Authors: Chuah, Yi Jia., See Toh, Seet Yee., Sim, Qian Ru.
• Other Authors: Nam, Inwoo
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/10534
• Institution: Nanyang Technological University

This study investigates four antecedents of customer retention, namely satisfaction, relationship strength, psychological switching cost and economic switching cost. We compare the importance of each factor, between the high-involvement service setting and the high-involvement product setting. From...