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Title:
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CUSTOMER SWITCHING: A REVIEW OF THE LITERATURE |
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Author(s):
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Kamel Rouibah |
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ISBN:
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978-989-8704-48-1 |
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Editors:
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Miguel Baptista Nunes, Pedro Isaías and Philip Powell |
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Year:
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2023 |
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Edition:
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Single |
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Keywords:
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Switching Intention, Customer Retention, Switching Costs, Satisfaction, Loyalty |
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Type:
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Full Paper |
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First Page:
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83 |
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Last Page:
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90 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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While there are many studies that review prior studies in different technology adoption, prior studies that review the
switching behavior are lacking. To overcome this gap, this study reviews 53 studies about switching in different
technology. The main questions that this study answered are: What countries where the subject of witching behavior
studies? What dimensions of switching were studied? Do prior swithcing studies focused on intention to swithcin or on
current switching behavior? What consequences of switching factors where studied? Who were the participants in the
switching behavior? What studies did invetigate switching behavior after introduction of Mobile Number Portability
(MNP)? Do pior studies focused on switchers or stayers or on mixed? What theories were used to investigate switching
behavior? This study provides answers to these questions and points to their main findings. |
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