期刊論文1. | Colgate, M.、Stewart, K.、Kinsella, R.(1996)。Customer Defection: A study of the student market in Ireland。The International Journal of Bank Marketing,14(3),23-29。 |
2. | Verhoef, Peter C.、Franses, Philip Hans、Hoekstra, Janny. C.(2002)。The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multi-service Provider: Does Age of Relationship Matter?。Journal of the Academy of Marketing Science,30(3),202-216。 |
3. | Drigotas, S. M.、Rusbult, Caryl E.(1992)。Should I stay or should I go? A dependence model of breakups。Journal of Personality and Social Psychology,62,62-87。 |
4. | Rusbult, C. E.、Martz, J. M.、Agnew, C. R.(1998)。The investment model scale: Measuring commitment level, satisfaction level, quality of alternatives, and investment size。Personal Relationships,5(4),357-391。 |
5. | Vázquez-Carrasco, R.、Foxall, G. R.(2006)。Positive vs. negative switching barriers: The influence of service consumers' need for variety。Journal of Consumer Behavior,5(4),367-379。 |
6. | Lam, S. Y.、Shankar, V.、Erramilli, M. K.(2004)。Switching Costs: An Illustration from A Business-to-business Service Context。Journal of the Academy of Marketing Science,32(3),293-311。 |
7. | Roos, I.(1999)。Switching Processes in Customer Relationships。Journal of Service Research,2(1),68-85。 |
8. | Wieringa, J. E.、Verhoef, P. C.(2007)。Understanding customer switching behavior in a liberalizing service market。Journal of Service Research,10(2),174-186。 |
9. | Homburg, Christian、Fürst, Andreas(2005)。How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach。Journal of Marketing,69(3),95-114。 |
10. | Tähtinen, J.、Vaaland, T. I.(2006)。Business Relationships Facing the End: Why Restore Them?。Journal of Business & Industrial Marketing,21(1),14-23。 |
11. | Keaveney, S. M.、Parthasarathy, M.(2001)。Customer switching behavior in online services: an exploratory study of the role of selected attitudinal, behavioral, and demographic factors。Journal of the Academy of Marketing Science,29(4),374-390。 |
12. | Ganesh, Jaishankar、Arnold, Mark J.、Reynolds, Kristy E.(2000)。Under Standing the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers。Journal of Marketing,64(3),65-87。 |
13. | Gustafsson, Anders、Johnson, Michael D.、Roos, Inger(2005)。The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention。Journal of Marketing,69(4),210-218。 |
14. | Burnham, T. A.、Frels, J. K.、Mahajan, V.(2003)。Consumer switching costs: a typology, antecedents, and consequence。Journal of the Academy of Marketing Science,31(2),109-126。 |
15. | Stewart, K.(1998)。An Exploration of Customer Exit in Retail Banking。The International Journal of Bank Marketing,16(1),6-14。 |
16. | Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。 |
17. | Colgate, Mark、Lang, Bodo(2001)。Switching barriers in consumer markets: An investigation of the financial services industry。Journal of Consumer Marketing,18(4),332-347。 |
18. | White, Lesley、Yanamandram, Venkat(2004)。Why Customers Stay: Reasons and Consequences of Inertia in Financial Services。Managing Service Quality,14(2/3),183-194。 |
19. | Ouchi, W. G.(1980)。Market, bureaucracies, and clans。Administrative Science Quarterly,25(1),129-141。 |
20. | Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。 |
21. | Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。 |
22. | Sengupta, S.、Krapfel, R. E.、Pusateri, M. A.(1997)。Switching Costs in Key Account Relationships。Journal of Personal Selling and Sales Management,17(4),9-16。 |
23. | Rusbult, C. E.(1980)。Commitment and satisfaction in romantic associations: A test of the investment model。Journal of Experimental Social Psychology,16(2),172-186。 |
24. | Bansal, Harvir S.、Irving, P. Gregory、Taylor, Shirley F.(2004)。A three-component model of customer commitment to service providers。Journal of the Academy of Marketing Science,32(3),234-250。 |
25. | Young, L.、Denize, S.(1995)。A concept of commitment: Alternative views of relational continuity in business service relationships。Journal of Business & Industrial Marketing,10(5),22-37。 |
26. | Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing,76(2),259-274。 |
27. | Cater, B.、Zabkar, V.(2009)。Antecedents and Consequences of Commitment in Marketing Research Services: The Client's Perspective。Industrial Marketing Management,38(7),785-797。 |
28. | Alajoutsija, K.、Mouller, K.、Tahtinen, J.(2000)。Beautiful exit: How to leave your business partner。European Journal of Marketing,34(11/12),1270-1289。 |
29. | Halinen, A.、Tähtinen, J.(2002)。A process theory of relationship ending。International Journal of Service Industry Management,13(2),163-180。 |
30. | Ping, Robert A. Jr.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing,69(3),320-352。 |
31. | Ping, R. A. Jr.(1994)。Does satisfaction moderate the association between alternative attractiveness and exit intention in a marketing channel?。Journal of the Academy of Marketing Science,22(4),364-371。 |
32. | Antón, C.、Camarero, C.、Carrero, M.(2007)。The Mediating Effect of Satisfaction on Consumers' Switching Intention。Psychology and Marketing,24(6),511-538。 |
33. | Geyskens, Inge、Steenkamp, Jan-Benedict E. M.、Scheer, Lisa K.、Kumar, Nirmalya(1996)。The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study。International Journal of Research in Marketing,13(4),303-317。 |
34. | Gilliland, David I.、Bello, Daniel C.(2002)。Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels。Journal of the Academy of Marketing Science,30(1),24-43。 |
35. | Gounaris, S. P.(2005)。Trust and commitment influences on customer retention: Insights from business-to-business services。Journal of Business Research,58(2),126-140。 |
36. | Jones, Michael A.、Mothersbaugh, David L.、Beatty, Sharon E.(2002)。Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes。Journal of Business Research,55(6),441-450。 |
37. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 |
38. | Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。 |
39. | Heide, Jan B.、Weiss, Allen M.(1995)。Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets。Journal of Marketing,59(3),30-43。 |
40. | Patterson, P. G.、Smith, T.(2003)。A cross-cultural study of switching barriers and propensity to stay with service providers。Journal of Retailing,79(2),107-120。 |
41. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 |
42. | Wilson, David T.(1995)。An integrated model of buyer-seller relationships。Journal of the Academy of Marketing Science,23(4),335-345。 |
43. | Wathne, Kenneth H.、Biong, Harald、Heide, Jan B.(2001)。Choice of Supplier in Embedded Markets: Relationship and Marketing Program Effects。Journal of Marketing,65(2),54-66。 |
44. | Coleman, James S.(1988)。Social capital in the creation of human capital。American Journal of Sociology,94(suppl.),S95-S120。 |
45. | Bansal, H. S.、Taylor, S. F.、James, Y. S.(2005)。Migrating to new service providers: Toward a unifying framework of consumers' switching behaviors。Journal of the Academy of Marketing Science,33(1),96-115。 |
46. | Richins, M.J.(1987)。A multivariate analysis of responses to dissatisfaction。Journal of the Academy of Marketing Science,15(3),24-31。 |
47. | Rowley, J.、Dawes, J.(2000)。Disloyalty: A closer look at non-loyals。Journal of Consumer Marketing,17(6),538-547。 |
48. | Rusbult, C. E.、Martz, J. M.(1995)。Remaining in an abusive relationship: An investment model analysis of nonvoluntary commitment21(6),558-571。 |
49. | Sprecher, S.(1998)。Social exchange theories and sexuality。The Journal of Sex Research,35(1),32-43。 |
50. | Tidstrom, A.、Ahman, S.(2006)。The process of ending inter-organizational cooperation。Journal of Business and Industrial Marketing,21(5),281-290。 |
51. | Tuominen, P.、Kettunen, U.(2003)。To fade or not to fade? That is the question in customer relationships, too。Managing Service Quality,13(2),112-123。 |
52. | Yen, Y.X.、Horng, D.J.(2010)。Effects of satisfaction。trust and alternative attractiveness on switching intentions in industrial customers,8(1),82-101。 |
53. | Bansal, H.S.、Shirley F.T.(1999)。The service provider switching model (SPSM)。Journal of Service Research,2(2),200-218。 |
54. | Bogomolova, S.、Romaniuk, J.(2009)。Brand defection in a business-to-business financial service。Journal of Business Research,62,291-296。 |
55. | Bügel, M.S.、Buunk, A.P.、Verhoef, P.C.(2010)。A comparison of customer commitment in five sectors using the psychological investment model。Journal of Relationship Marketing,9,2-29。 |
56. | Colgate, M.、Hedge, R.(2001)。An investigation into the switching process in retail banking services。The International Journal of Bank Marketing,19(5),201-212。 |
57. | Colgate, M.、Tong, V.T.、Lee, C.K.、Farley, J.U.(2007)。Back from the brink: Why customers stay。Journal of Service Research,9(3),211-228。 |
58. | Colwell, S.R.、Hogarth-Scott, S.(2004)。The effect of cognitive trust on hostage relationships。Journal of Services Marketing,18(5),384-394。 |
59. | Coulter, R.、Ligas, M.(2000)。The long good-bye: The dissolution of customer-service provider relationships。Psychology and Marketing,17(8),669-695。 |
60. | Giller, C.、Matear, S.(2000)。The termination of interfirm relationships。Journal of Business and Industrial Marketing,15(2),94-112。 |
61. | Grønhaug, K.、Henjesand, I.J.、Koveland, A.(1999)。Fading relationships in buisness markets: An exploratory study。Journal of Strategic Marketing,7(3),175-190。 |
62. | Johnson, M. P.(1973)。Commitment: A conceptual structure and empirical application。Sociological Quarterly,14(3),395-406。 |
63. | Jones, M.A.、Reynolds, K.E.、Mothersgbaugh, D.L.、Beatty, S.E.(2007)。The positive and negative effects of switching costs on relational outcomes。Journal of Service Research,9(4),335-355。 |
64. | La, Khanh V.、Kandampully, J.(2004)。Market oriented learning and customer value enhancement through service recovery management。Managing Service Quality,14(5),390-401。 |
65. | Liu, A.H.(2006)。Customer value and switching costs in business services: Developing exit barriers through strategic value management。Journal of Business and Industrial Marketing,21(1),30-37。 |
66. | Noorderhaven, N.G.、Nooteboom, B.、Berger, H.(1998)。Determinants of perceived interfirm dependence in industrial supplier relations。Journal of Management and Governance,2(3),213-232。 |
67. | Panther, T.、Farquhar, J.D.(2004)。Consumer responses to dissatisfaction with financial service providers: An exploration of why some stay while others switch。Journal of Financial Services Marketing,8(4),343-353。 |