TY - JOUR AU1 - Moonkyu Lee AU2 - Lawrence F. Cunningham AB - Examines determinants of service loyalty under the assumption that consumers perform a cost/benefit analysis when deciding whether or not they want to be "regular customers". It develops potential determinants of service loyalty based on the service quality, transaction cost, and switching cost literature, and estimates their relative influences with survey data from customers currently using banks and travel agencies. The results indicate that, in addition to service quality perceptions, transaction/switching cost factors have a significant impact on service loyalty. Implications of the results are discussed. TI - A cost/benefit approach to understanding service loyalty JF - Journal of Services Marketing DO - 10.1108/08876040110387917 DA - 2001-04-01 UR - https://www.deepdyve.com/lp/emerald-publishing/a-cost-benefit-approach-to-understanding-service-loyalty-nJ6TI6pT4H SP - 113 EP - 130 VL - 15 IS - 2 DP - DeepDyve ER -