Systematic Literature Review of Switching Behavior in Service Industry
Although many studies have focused on consumer behavior, a summary of constructs specialized in switching behavior is unexplored. The research aimed to enlarge an extensive and updated overview of customer switching behavior in the service industry. The Systematic Literature Review (SLR) technique e...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Bina Nusantara University
2022-01-01
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| Series: | Binus Business Review |
| Subjects: | |
| Online Access: | https://journal.binus.ac.id/index.php/BBR/article/view/7618 |
| _version_ | 1797761010592907264 |
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| author | Stella Olivia Rawis Reza Ashari Nasution Laksmi Saraswati Hadiansyah Widyoretno Adiani Atik Aprianingsih |
| author_facet | Stella Olivia Rawis Reza Ashari Nasution Laksmi Saraswati Hadiansyah Widyoretno Adiani Atik Aprianingsih |
| author_sort | Stella Olivia Rawis |
| collection | DOAJ |
| description | Although many studies have focused on consumer behavior, a summary of constructs specialized in switching behavior is unexplored. The research aimed to enlarge an extensive and updated overview of customer switching behavior in the service industry. The Systematic Literature Review (SLR) technique evaluated 35 scientific papers released from 2011 to 2021 to analyze drivers, mediating factors, moderating factors, and outcomes related to customer switching behavior. The results improve the understanding and outcome of the drivers to retain consumers. First, the drivers (independent variables) consist of social factors, firm factors, customer behavior, and cost. Second, mediating factors include switching cost, experiential psychological states, inertia, emotion, and consumer perception. Third, moderating constructs have mooring factors, satisfaction, and inertia. Surprisingly, inertia appears in both mediating and moderating variables. The difference depends on service context. Last, outcomes consist of customers’ responses, low satisfaction, and low loyalty. The research contributes to theoretical and managerial implications for sustainable planning by making an overview of several service models. In addition, it includes the drivers of switching behavior in the service industry. Furthermore, the framework offers possibilities and issues for future research and moves the focus from the conventional service domain to social networking that refers to the online platform. |
| first_indexed | 2024-03-12T19:06:49Z |
| format | Article |
| id | doaj.art-0859717ff058448e9898c2b0f09f15a4 |
| institution | Directory Open Access Journal |
| issn | 2087-1228 2476-9053 |
| language | English |
| last_indexed | 2024-03-12T19:06:49Z |
| publishDate | 2022-01-01 |
| publisher | Bina Nusantara University |
| record_format | Article |
| series | Binus Business Review |
| spelling | doaj.art-0859717ff058448e9898c2b0f09f15a42023-08-02T06:10:30ZengBina Nusantara UniversityBinus Business Review2087-12282476-90532022-01-0113111710.21512/bbr.v13i1.76186692Systematic Literature Review of Switching Behavior in Service IndustryStella Olivia Rawis0Reza Ashari Nasution1Laksmi Saraswati Hadiansyah2Widyoretno Adiani3Atik Aprianingsih4Institut Teknologi BandungInstitut Teknologi BandungInstitut Teknologi BandungInstitut Teknologi BandungInstitut Teknologi BandungAlthough many studies have focused on consumer behavior, a summary of constructs specialized in switching behavior is unexplored. The research aimed to enlarge an extensive and updated overview of customer switching behavior in the service industry. The Systematic Literature Review (SLR) technique evaluated 35 scientific papers released from 2011 to 2021 to analyze drivers, mediating factors, moderating factors, and outcomes related to customer switching behavior. The results improve the understanding and outcome of the drivers to retain consumers. First, the drivers (independent variables) consist of social factors, firm factors, customer behavior, and cost. Second, mediating factors include switching cost, experiential psychological states, inertia, emotion, and consumer perception. Third, moderating constructs have mooring factors, satisfaction, and inertia. Surprisingly, inertia appears in both mediating and moderating variables. The difference depends on service context. Last, outcomes consist of customers’ responses, low satisfaction, and low loyalty. The research contributes to theoretical and managerial implications for sustainable planning by making an overview of several service models. In addition, it includes the drivers of switching behavior in the service industry. Furthermore, the framework offers possibilities and issues for future research and moves the focus from the conventional service domain to social networking that refers to the online platform.https://journal.binus.ac.id/index.php/BBR/article/view/7618systematic literature reviewswitching behaviorservice industry |
| spellingShingle | Stella Olivia Rawis Reza Ashari Nasution Laksmi Saraswati Hadiansyah Widyoretno Adiani Atik Aprianingsih Systematic Literature Review of Switching Behavior in Service Industry Binus Business Review systematic literature review switching behavior service industry |
| title | Systematic Literature Review of Switching Behavior in Service Industry |
| title_full | Systematic Literature Review of Switching Behavior in Service Industry |
| title_fullStr | Systematic Literature Review of Switching Behavior in Service Industry |
| title_full_unstemmed | Systematic Literature Review of Switching Behavior in Service Industry |
| title_short | Systematic Literature Review of Switching Behavior in Service Industry |
| title_sort | systematic literature review of switching behavior in service industry |
| topic | systematic literature review switching behavior service industry |
| url | https://journal.binus.ac.id/index.php/BBR/article/view/7618 |
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