M
Michael A. Jones
Researcher at University of Tennessee at Chattanooga
Publications - 42
Citations - 6877
Michael A. Jones is an academic researcher from University of Tennessee at Chattanooga. The author has contributed to research in topics: Customer satisfaction & Radio-frequency identification. The author has an hindex of 24, co-authored 41 publications receiving 6391 citations. Previous affiliations of Michael A. Jones include Southeastern Louisiana University & University of Alabama.
Papers
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Switching barriers and repurchase intentions in services
TL;DR: In this paper, the authors propose and find support for a contingency model between core-service satisfaction and switching barriers, and find that the influence of core service satisfaction on repurchase intentions decreases under conditions of high switching barriers.
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Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes
TL;DR: In this paper, six dimensions of switching costs were proposed: lost performance costs, uncertainty costs, pre-switching search and evaluation costs, post switching behavioral and cognitive costs, setup costs, and sunk costs.
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Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes
TL;DR: In this paper, the authors investigated the complex interrelationships between satisfaction with the retailer, hedonic and utilitarian shopping value, and important retail outcomes, and found that both hedonics and utilitarian values are found to influence key retail outcomes.
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Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
Michael A. Jones,Jaebeom Suh +1 more
TL;DR: In this article, the authors empirically investigated transaction-specific satisfaction, overall satisfaction and repurchase intentions, and found that the two types of satisfaction can be distinguished from one another.
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The impact of service failure severity on service recovery evaluations andpost‐recovery relationships
TL;DR: In this article, the authors investigated the role of service failure severity within the existing framework of service recovery research and found that failure severity has a significant influence on satisfaction, trust, commitment, and negative word-of-mouth.