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政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 > Item 140.119/150729

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/150729

Title:	Punitive switching costs and behavioral responses in the context of contractual services
Authors:	玎公明 Dinh, Cong-Minh;Chuang, Yi-Fei;Lu, Wei-Min
Contributors:	企博學四
Keywords:	Punitive switching costs;Negative emotions;Switching intention;Negative word-of-mouth;Alternative attractiveness;Service recovery;Stimulus-organism-response;Emotion regulation;Contractual service;Service lock-in
Date:	2023-04
Issue Date:	2024-04-11
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 doing so. Thus, this study aims to draw upon the stimulus-organism-response paradigm and theories of emotion regulation to examine how punitive switching costs (PSCs) can evoke negative emotions (NEs) from customers and, consequently, lead to negative behavioral responses in contractual service settings.
Relation:	Management Research Review, Vol.46, No.11, pp.1559-1584
Data Type:	article
DOI 連結:	https://doi.org/10.1108/MRR-07-2022-0474
DOI:	10.1108/MRR-07-2022-0474
Appears in Collections:	[企業管理學系] 期刊論文

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