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The relationship between switching costs, customer satisfaction and loyalty in the Norwegian mobile market
(Master thesis; Mastergradsoppgave, 2008-05-15)
Few studies in marketing have examined the role of switching costs in regards of both customer satisfaction and loyalty. The presence of switching costs can mean that some seemingly loyal customers are actually dissatisfied but do not defect because of high switching costs. Thus, it is believed that the level of switching costs moderates the link between satisfaction and loyalty. This work seeks to ...