文章基本信息

标题：El papel de los costes de cambio en las relaciones con los clientes a largo plazo.
本地全文：下载
作者：Juan Pablo Maícas López ; Yolanda Polo Redondo ; Francisco Javier Sesé Oliván 等
期刊名称：Universia Business Review
印刷版ISSN：1698-5117
出版年度：2007
卷号：2
期号：14
出版社：Universia Business Review
摘要：Creating, developing and maintaining successful long-term relationships is considered a key step in the process of achieving a competitive advantage. Loyal customers constitute the key source of profitability and they are the most valuable asset of firms. In order to optimally manage customer assets it is necessary to identify the antecedents of the process. To fulfil this purpose our paper theoretically explores both the direct and indirect (through its effect on satisfaction and trust) impact of switching costs on the development of long-term relationships.
其他摘要：Creating, developing and maintaining successful long-term relationships is considered a key step in the process of achieving a competitive advantage. Loyal customers constitute the key source of profitability and they are the most valuable asset of firms. In order to optimally manage customer assets it is necessary to identify the antecedents of the process. To fulfil this purpose our paper theoretically explores both the direct and indirect (through its effect on satisfaction and trust) impact of switching costs on the development of long-term relationships.