Punitive switching costs and behavioral responses in the context of contractual services
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DOI: 10.1108/mrr-07-2022-0474
Abstract: Purpose Contractual services are characterized by features such as termination fees, long-term commitment, and complex terms. When customers find better deals from other providers, they may want to switch, but contractual obligations prevent them from… read more here.
Keywords: punitive switching; behavioral responses; switching costs; contractual services ... See more keywords