{"id":"https://openalex.org/W2013663887","doi":"https://doi.org/10.1108/07363760110393001","title":"Switching barriers in consumer markets: an investigation of the financial services industry","display_name":"Switching barriers in consumer markets: an investigation of the financial services industry","publication_year":2001,"publication_date":"2001-07-01","ids":{"openalex":"https://openalex.org/W2013663887","doi":"https://doi.org/10.1108/07363760110393001","mag":"2013663887"},"language":"en","primary_location":{"id":"doi:10.1108/07363760110393001","doi":"https://doi.org/10.1108/07363760110393001","is_oa":false,"landing_page_url":"https://doi.org/10.1108/07363760110393001","pdf_url":null,"source":{"id":"https://openalex.org/S165789823","display_name":"Journal of Consumer Marketing","issn_l":"0736-3761","issn":["0736-3761","2052-1200"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Consumer Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5007665413","display_name":"Mark Colgate","orcid":"https://orcid.org/0000-0003-3726-6403","observed_orcids":["https://orcid.org/0000-0003-3726-6403"]},"institutions":[{"id":"https://openalex.org/I154130895","display_name":"University of Auckland","ror":"https://ror.org/03b94tp07","country_code":"NZ","type":"education","lineage":["https://openalex.org/I154130895"]}],"countries":["NZ"],"is_corresponding":false,"raw_author_name":"Mark Colgate","raw_affiliation_strings":["Senior Lecturer, Department of Marketing, The University of Auckland, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Senior Lecturer, Department of Marketing, The University of Auckland, New Zealand","institution_ids":["https://openalex.org/I154130895"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5051010117","display_name":"Bodo Lang","orcid":"https://orcid.org/0000-0002-6780-9651","observed_orcids":["https://orcid.org/0000-0002-6780-9651"]},"institutions":[{"id":"https://openalex.org/I154130895","display_name":"University of Auckland","ror":"https://ror.org/03b94tp07","country_code":"NZ","type":"education","lineage":["https://openalex.org/I154130895"]}],"countries":["NZ"],"is_corresponding":false,"raw_author_name":"Bodo Lang","raw_affiliation_strings":["Lecturer, Department of Marketing, The University of Auckland Business School, Auckland, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lecturer, Department of Marketing, The University of Auckland Business School, Auckland, New Zealand","institution_ids":["https://openalex.org/I154130895"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I154130895"],"apc_list":null,"apc_paid":null,"fwci":10.7819,"has_fulltext":false,"cited_by_count":457,"citation_normalized_percentile":{"value":0.97728451,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"18","issue":"4","first_page":"332","last_page":"347"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11161","display_name":"Consumer Market Behavior and Pricing","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/switching-barriers","display_name":"switching barriers","score":0.9279999732971191},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.671999990940094},{"id":"https://openalex.org/keywords/customer-switching","display_name":"customer switching","score":0.5220000147819519},{"id":"https://openalex.org/keywords/financial-services","display_name":"financial services","score":0.8299999833106995},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.9940000176429749},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.49799999594688416},{"id":"https://openalex.org/keywords/service-providers","display_name":"service providers","score":0.32499998807907104}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7415896058082581},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.714989423751831},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.662265956401825},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6184899806976318},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5221293568611145},{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.43999147415161133},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.42161649465560913},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.19745609164237976},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/07363760110393001","doi":"https://doi.org/10.1108/07363760110393001","is_oa":false,"landing_page_url":"https://doi.org/10.1108/07363760110393001","pdf_url":null,"source":{"id":"https://openalex.org/S165789823","display_name":"Journal of Consumer Marketing","issn_l":"0736-3761","issn":["0736-3761","2052-1200"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Consumer Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","score":0.47999998927116394,"id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":33,"referenced_works":["https://openalex.org/W654057460","https://openalex.org/W1594945480","https://openalex.org/W1968828380","https://openalex.org/W1973519717","https://openalex.org/W1979907230","https://openalex.org/W1987213830","https://openalex.org/W1993373321","https://openalex.org/W1993450812","https://openalex.org/W1999440225","https://openalex.org/W2003825788","https://openalex.org/W2025266568","https://openalex.org/W2025618885","https://openalex.org/W2027204995","https://openalex.org/W2032030350","https://openalex.org/W2047562908","https://openalex.org/W2059179344","https://openalex.org/W2065217506","https://openalex.org/W2088960277","https://openalex.org/W2093022235","https://openalex.org/W2094260684","https://openalex.org/W2094439750","https://openalex.org/W2097829847","https://openalex.org/W2102467277","https://openalex.org/W2109921638","https://openalex.org/W2118257338","https://openalex.org/W2118549410","https://openalex.org/W2137247419","https://openalex.org/W2168578824","https://openalex.org/W2234232270","https://openalex.org/W2313319791","https://openalex.org/W3015634246","https://openalex.org/W3037229824","https://openalex.org/W6689043404"],"related_works":["https://openalex.org/W2142365442","https://openalex.org/W2028028374","https://openalex.org/W2106264609","https://openalex.org/W2487354359","https://openalex.org/W2146549577","https://openalex.org/W7099144859","https://openalex.org/W2790945883","https://openalex.org/W2797813717","https://openalex.org/W2805540596","https://openalex.org/W2169555345"],"abstract_inverted_index":{"Much":[0],"research":[1],"looks":[2],"at":[3],"why":[4,16,166],"customers":[5,17,125,167],"switch":[6,20],"service":[7,21,130,145],"organizations":[8],"but":[9,79],"there":[10],"has":[11],"been":[12],"less":[13],"focus":[14],"on":[15],"do":[18],"not":[19,71],"organizations,":[22],"even":[23,169],"though":[24],"they":[25,171],"have":[26],"seriously":[27,172],"considered":[28,173],"doing":[29],"so.":[30],"In":[31],"light":[32],"of":[33,39,46,75,87,109,165],"this,":[34],"we":[35],"present":[36],"an":[37],"analysis":[38],"the":[40,73,99,110,118,132,140,151,160],"literature":[41],"and":[42,139],"develop":[43,82],"a":[44,83],"list":[45],"potential":[47],"switching":[48,51,77,105],"barriers.":[49,106],"These":[50],"barriers":[52],"are":[53,155],"then":[54],"empirically":[55],"tested":[56],"within":[57],"two":[58,100,153,162],"financial":[59],"services":[60],"industries.":[61],"Results":[62,147],"from":[63],"over":[64],"400":[65],"consumers":[66],"enable":[67],"us":[68],"to":[69,81,104,116,136,144],"ascertain":[70],"only":[72],"importance":[74],"each":[76],"barrier":[78],"also":[80],"more":[84,157],"parsimonious":[85],"understanding":[86],"these":[88],"barriers,":[89],"through":[90],"factor":[91,120,134,142],"analysis.":[92],"The":[93,107],"results":[94],"reveal":[95],"similar":[96],"patterns":[97],"in":[98,102,163],"industries":[101],"respect":[103],"first":[108,152],"four":[111],"factors":[112,154],"contains":[113,121],"reasons":[114,123],"related":[115],"apathy,":[117],"second":[119],"negative":[122],"for":[124],"staying":[126],"with":[127],"their":[128],"current":[129],"provider,":[131],"third":[133],"relates":[135,143],"relationship":[137],"variables":[138],"final":[141],"recovery.":[146],"clearly":[148],"indicate":[149],"that":[150],"far":[156],"important":[158],"than":[159],"latter":[161],"terms":[164],"stay":[168],"when":[170],"leaving.":[174]},"counts_by_year":[{"year":2026,"cited_by_count":9},{"year":2025,"cited_by_count":12},{"year":2024,"cited_by_count":26},{"year":2023,"cited_by_count":15},{"year":2022,"cited_by_count":18},{"year":2021,"cited_by_count":22},{"year":2020,"cited_by_count":11},{"year":2019,"cited_by_count":23},{"year":2018,"cited_by_count":30},{"year":2017,"cited_by_count":32},{"year":2016,"cited_by_count":26},{"year":2015,"cited_by_count":25},{"year":2014,"cited_by_count":32},{"year":2013,"cited_by_count":21},{"year":2012,"cited_by_count":25}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
