Managing Customer Switching Costs

Pawan Whig

Abstract


According to prior studies, a company's capacity to keep customers and gain a competitive edge is significantly influenced by the costs associated with client switching. Research also shows that switching costs are shifting significantly in the increasingly networked environment. We discover a lack of coherence and completeness in the conceptual tools and models developed to understand switching costs' role and aid in effectively managing the phenomenon, despite their acknowledged contribution to competitive advantage and their increasingly strategic characteristics in the expanding networked environment.

References


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