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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/39888

Title: Effects of switching costs on customer loyalty in the liner shipping industry
Authors: Shih-Liang Chao;Bo-Chuan Chen
Contributors: 國立臺灣海洋大學:航運管理學系
Keywords: liner shipping;switching costsmeditation effect;structural equation modelling
Date: 2015-09
Issue Date: 2017-01-05T08:09:00Z
Publisher: Maritime Economics & Logistics
Abstract: Abstract
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 sub-model 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.

Keywords
Relation: 17(3), pp.341-358
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/39888
Appears in Collections:[Department of Shipping and Transportation Management] Periodical Articles

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