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@article{ART001388714},
author={Junghak Lee},
title={The study on service switching behavior and costs: CIT of restaurant customers},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2009},
volume={33},
number={5},
pages={343-361}

TY - JOUR
AU - Junghak Lee
TI - The study on service switching behavior and costs: CIT of restaurant customers
JO - Journal of Tourism Sciences
PY - 2009
VL - 33
IS - 5
PB - The Tourism Sciences Society Of Korea
SP - 343
EP - 361
SN - 1226-0533
AB - The purpose of this study was to analyze service switching behavior and its consequent costs among restaurant customers. The critical incidents technique(CIT) was used to illustrate and classify 437 restaurant customers' switching behavior and costs. Results reveal that core service failure was the most critical reason in the restaurant customers' service switching behavior. Confidence benefits were the most significant cost in service switching behavior. Confidence benefits and social benefits were shown to result in recurring business, although special treatment benefits were not related to customer loyalty. These results suggest that restaurant managers need to improve core service and retain customers by providing confidence and social benefits.
KW - Switching behavior;Switching costs;CIT(Critical incident technique);Relationship marketing
DO -
UR -
ER -

Junghak Lee. (2009). The study on service switching behavior and costs: CIT of restaurant customers. Journal of Tourism Sciences, 33(5), 343-361.

Junghak Lee. 2009, "The study on service switching behavior and costs: CIT of restaurant customers", Journal of Tourism Sciences, vol.33, no.5 pp.343-361.

Junghak Lee "The study on service switching behavior and costs: CIT of restaurant customers" Journal of Tourism Sciences 33.5 pp.343-361 (2009) : 343.

Junghak Lee. The study on service switching behavior and costs: CIT of restaurant customers. 2009; 33(5), 343-361.

Junghak Lee. "The study on service switching behavior and costs: CIT of restaurant customers" Journal of Tourism Sciences 33, no.5 (2009) : 343-361.

Junghak Lee. The study on service switching behavior and costs: CIT of restaurant customers. Journal of Tourism Sciences, 33(5), 343-361.

Junghak Lee. The study on service switching behavior and costs: CIT of restaurant customers. Journal of Tourism Sciences. 2009; 33(5) 343-361.

Junghak Lee. The study on service switching behavior and costs: CIT of restaurant customers. 2009; 33(5), 343-361.

Junghak Lee. "The study on service switching behavior and costs: CIT of restaurant customers" Journal of Tourism Sciences 33, no.5 (2009) : 343-361.