Article

Effects of switching costs on customer loyalty in the liner shipping industry

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In the liner shipping industry, controlling switching costs (SCs) is an important strategy for maintaining customer loyalty (CL). This study proposes a research model comprising four constructs and six hypotheses to examine how SCs helps prevent customers from switching their freight loads from one carrier to the other. Moreover, a submodel is also proposed and tested by two sample sets, separated by the degree of customer satisfaction to further identify relationships between perceived service quality (PSQ), SCs and CL. This study confirms the existence of a mediation effect of SC between PSQ and CL in the liner shipping industry.

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Ketersediaan

Informasi Detail

Judul Seri

Maritime Economics & Logistics

No. Panggil

ATC PO CHA e

Penerbit

United Kingdom : Palgrave Macmillan., 2015

Deskripsi Fisik

18 pages

Bahasa

English

ISBN/ISSN

1479-2931

Klasifikasi

PO

Tipe Isi

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Tipe Media

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Tipe Pembawa

online resource

Edisi

Vol. 17, 3

Subjek

liner shipping
switching costs
meditation effect
structural equation
modelling

Info Detail Spesifik

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Pernyataan Tanggungjawab

Chao, Shih-Liang

Versi lain/terkait

Lampiran Berkas

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