Chatura Ranaweera

TL;DR: In this paper, the authors examine the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting and find that the effect of trust on retention is weaker than that of satisfaction.

TL;DR: In this paper, the authors examined the combined effects of customer satisfaction and trust on customer retention and positive word of mouth (WOM) and found that the linear effect of satisfaction on retention is much stronger than that of trust.

TL;DR: In this article, the authors present a holistic model of customer retention incorporating service quality perceptions, price perceptions, customer indifference and inertia, and find that perceptions of service quality have a direct linear relationship with customer retention even in mass services with low customer contact.

TL;DR: In this article, the authors proposed a theoretical model, which captures the main characteristics of the website and explains how the user reaction to the website, determined by a set of user characteristics, could moderate consumer perceptions of websites as well as subsequent behaviors especially in a B2C context.

TL;DR: In this article, the authors employed a survey-based method to test a theoretically grounded set of hypotheses and found that personality characteristics have significant moderating effects on online purchase intentions, while technology readiness increases the likelihood of online purchase, dispositional trust is not a similar effect.