The role of multidimensional switching barriers on the cognitive and affective satisfaction-loyalty link in mobile communication services: Coupling in moderating effects

作者：

Highlights：

• Cognitive and affective satisfactions work together in enhancing customer loyalty.

• The moderating roles of switching barriers depend on the type of satisfaction.

• The couplings in moderation from each rational and emotional aspect are identified.

• Alternative attractiveness does not play a role as a moderator in any satisfaction.

摘要

•Cognitive and affective satisfactions work together in enhancing customer loyalty.•The moderating roles of switching barriers depend on the type of satisfaction.•The couplings in moderation from each rational and emotional aspect are identified.•Alternative attractiveness does not play a role as a moderator in any satisfaction.

论文关键词：Customer satisfaction,Customer loyalty,Mobile communication service,Switching barrier,Switching costs,Alternative attractiveness

论文评审过程：Received 28 February 2018, Accepted 20 May 2018, Available online 21 May 2018, Version of Record 14 June 2018.

论文官网地址：https://doi.org/10.1016/j.chb.2018.05.024