Comparison between high-involvement service and high-involvement product : the antecedents of customer retention.
Chuah, Yi Jia.
See Toh, Seet Yee.
Sim, Qian Ru.
Date of Issue2008
College of Business (Nanyang Business School)
This study investigates four antecedents of customer retention, namely satisfaction, relationship strength, psychological switching cost and economic switching cost. We compare the importance of each factor, between the high-involvement service setting and the high-involvement product setting. From there, we determine the strongest predictor of customer retention in each setting.
Final Year Project (FYP)
Nanyang Technological University