An empirical investigation of the relative effect of trust and switching costs on service loyalty in the UK retail banking industry

Journal of Financial Services Marketing

Volumn 16, Issue 2, 2011, Pages 101-110

  El Manstrly, Dahlia ^a,b   Paton, Robert ^c   Veloutsou, Cleopatra ^c   Moutinho, Luiz ^c  

^a UNIVERSITY OF GLASGOW   (United Kingdom)

^b UNIVERSITY OF EDINBURGH BUSINESS SCHOOL   (United Kingdom)

^c UNIVERSITY OF GLASGOW   (United Kingdom)

Author keywords

service loyalty; switching costs; trust; UK fi nancial services

Indexed keywords

EID: 80054860320     PISSN: 13630539     EISSN: 14791846     Source Type: Journal    
DOI: 10.1057/fsm.2011.9     Document Type: Article

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