How to cite this paper
Harazneh, I., Adaileh, M., Thbeitat, A., Afaneh, S., Khanfar, S., Harasis, A & Elrehail, H. (2020). The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs.Management Science Letters , 10(8), 1843-1856.
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Abdullah, M. A., Manaf, N. H. A., Yusuf, M. B. O., Ahsan, K., & Azam, S. M. F. (2014). Determinants of customer satis-faction on retail banks in New Zealand: an empirical analysis using structural equation modeling. Global Economy and Finance Journal, 7(1), 63-82.
Abubakar, A. M., Elrehail, H., Alatailat, M. A., & Elçi, A. (2019). Knowledge management, decision-making style and or-ganizational performance. Journal of Innovation & Knowledge, 4(2), 104–114.
Abuhjeeleh, M., Elrehail, H., & Harazneh, I. (2018). The experiential image of North Cyprus destination as perceived by German tourists. Journal for Global Business Advancement, 11(5), 630-649.
Rasheed, F. A., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malay-sia services industries. Procedia-Social and Behavioral Sciences, 164, 298-304.
Al-Debei, M. M., & Al-Lozi, E. (2014). Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, 35, 326-338.
Al Khattab, S. A., & Aldehayyat, J. S. (2011). Perceptions of service quality in Jordanian hotels. International Journal of Business and Management, 6(7), 226.
Alamro, A., & Rowley, J. (2011). Antecedents of brand preference for mobile telecommunications services. Journal of Product & Brand Management, 20(6), 475-486.
Alatailat, M., Elrehail, H., & Emeagwali, O. L. (2019). High performance work practices, organizational performance and strategic thinking: A moderation perspective. International Journal of Organizational Analysis. https://doi.org/10.1108/IJOA-10-2017-1260
Alnajdawi, S., Emeagwali, O. L., & Elrehail, H. (2017). The interplay among green human resource practices, organiza-tion citizenship behavior for environment and sustainable corporate performance: Evidence from Jordan. Journal of Environmental Accounting and Management, 5(3), 169–182.
Alzghoul, A., Elrehail, H., Emeagwali, O. L., & AlShboul, M. K. (2018). Knowledge management, workplace climate, creativity and performance. Journal of Workplace Learning, 30(8), 592–612.
Alzghoul, A., Elrehail, H., Saydam, S., Alnajdawi, S., & Al-Ararh, K. (2016). The impact of corporate social responsibility on corporate reputation using marketing as moderate variable: An empirical study on Jordanian telecommunication company. International Journal of Online Marketing Research, 2(1), 1–13. https://doi.org/10.5455/IJOMR.207243
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
Arnott, D. C., & Bridgewater, S. (2002). Internet, interaction and implications for marketing. Marketing Intelligence & Planning, 20(2), 86-95.
Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioural responses to customer satisfaction: an em-pirical study. European journal of marketing, 35(5/6), 687-707.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Aydin, S., Özer, G., & Arasil, Ö. (2005). Customer loyalty and the effect of switching costs as a moderator variable. A case in the Turkish mobile phone market. Marketing Intelligence and Planning, 23(1), 89–103.
Bashar, A., Ahmad, I., & Wasi, M. (2013). A study of influence of demographic factors on consumer impulse buying be-havior. Journal of Management Research, 13(3), 145–154.
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in theory and practice, 34(2), 72-94.
Bilgihan, A., & Bujisic, M. (2015). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222-232.
Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226–229.
Brady, M. K., Voorhees, C. M., & Brusco, M. J. (2012). Service sweethearting: its antecedents and customer consequenc-es. Journal of Marketing, 76(2), 81-98.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: a typology, antecedents, and consequenc-es. Journal of the Academy of Marketing Science, 31(2), 109-126.
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Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfac-tion. European Journal of Marketing, 36(7/8), 811-828.
Castells, M. (1999). Information technology, globalization and social development (Vol. 114). Geneva: United Nations Research Institute for Social Development.
Cheng, T. E., Lai, L. C. F., & Yeung, A. C. (2008). The driving forces of customer loyalty: a study of internet service pro-viders in Hong Kong. International Journal of E-Business Research (IJEBR), 4(4), 26-42.
Chua, A. Y., & Banerjee, S. (2013). Customer knowledge management via social media: the case of Starbucks. Journal of Knowledge Management, 17(2), 237-249.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
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De Cannière, M. H., De Pelsmacker, P., & Geuens, M. (2010). Relationship quality and purchase intention and behavior: The moderating impact of relationship strength. Journal of Business and Psychology, 25(1), 87-98.
De Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators. Journal of the Academy of marketing science, 36(4), 578-596.
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Durkin, M. G., & Howcroft, B. (2003). Relationship marketing in the banking sector: the impact of new technolo-gies. Marketing Intelligence & Planning, 21(1), 61-71.
Dzafic, Z., & Babajic, A. (2016). The role of the government in entrepreneurship development: Evidence from Bosnia and Herzegovina. Economic Review: Journal of Economics and Business, 14(1), 68-79.
El-Manstrly, D. (2016). Enhancing customer loyalty: critical switching cost factors. Journal of Service Management, 27(2), 144–169.
Elrehail, H. (2018). The relationship among leadership, innovation and knowledge sharing: A guidance for analysis. Data in Brief, 19, 128-133.
Elrehail, H. (2019, January 1). Employee satisfaction, human resource management practices and competitive advantage (H. Ibrahim, Ed.). European Journal of Management and Business Economics. https://doi.org/10.1108/EJMBE-01-2019-0001
Elrehail, H., Alzghoul, A., Saydam, P., & AlArarah, K. (2016). The role of knowledge sharing mechanism in the develop-ment of pricing strategy. International Journal of Online Marketing Research, 2(1), 53.
Flint, D. J., Blocker, C. P., & Boutin Jr, P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219-230.
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Ghazali, E. (2011). Customer perceived switching barriers and their impact on loyalty and habitual repurchase: a study of pure-play online retailers in the UK (Doctoral dissertation, University of Warwick).
Grønhaug, K., & Gilly, M. C. (1991). A transaction cost approach to consumer dissatisfaction and complaint ac-tions∗. Journal of Economic Psychology, 12(1), 165-183.
Gupta, S. (2012). Interdependence between experience marketing and business strategy. Journal of Indian Business Re-search, 4(3), 170-193.
Hacklin, F., Marxt, C., & Fahrni, F. (2009). Coevolutionary cycles of convergence: An extrapolation from the ICT indus-try. Technological Forecasting and Social Change, 76(6), 723-736.
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Jahmani, K., Fadiya, S. O., Abubakar, A. M., & Elrehail, H. (2018). Knowledge content quality, perceived usefulness, KMS use for sharing and retrieval: A flock leadership application. VINE Journal of Information and Knowledge Man-agement Systems, 48(4), 470-490.
Jeon, D.-S., Menicucci, D., & Nasr Esfahani, N. (2015). Dynamics of Compatibility Under Switching Costs. In SSRN. https://doi.org/10.2139/ssrn.2675549
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Abuhjeeleh, M., Elrehail, H., & Harazneh, I. (2018). The experiential image of North Cyprus destination as perceived by German tourists. Journal for Global Business Advancement, 11(5), 630-649.
Rasheed, F. A., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malay-sia services industries. Procedia-Social and Behavioral Sciences, 164, 298-304.
Al-Debei, M. M., & Al-Lozi, E. (2014). Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, 35, 326-338.
Al Khattab, S. A., & Aldehayyat, J. S. (2011). Perceptions of service quality in Jordanian hotels. International Journal of Business and Management, 6(7), 226.
Alamro, A., & Rowley, J. (2011). Antecedents of brand preference for mobile telecommunications services. Journal of Product & Brand Management, 20(6), 475-486.
Alatailat, M., Elrehail, H., & Emeagwali, O. L. (2019). High performance work practices, organizational performance and strategic thinking: A moderation perspective. International Journal of Organizational Analysis. https://doi.org/10.1108/IJOA-10-2017-1260
Alnajdawi, S., Emeagwali, O. L., & Elrehail, H. (2017). The interplay among green human resource practices, organiza-tion citizenship behavior for environment and sustainable corporate performance: Evidence from Jordan. Journal of Environmental Accounting and Management, 5(3), 169–182.
Alzghoul, A., Elrehail, H., Emeagwali, O. L., & AlShboul, M. K. (2018). Knowledge management, workplace climate, creativity and performance. Journal of Workplace Learning, 30(8), 592–612.
Alzghoul, A., Elrehail, H., Saydam, S., Alnajdawi, S., & Al-Ararh, K. (2016). The impact of corporate social responsibility on corporate reputation using marketing as moderate variable: An empirical study on Jordanian telecommunication company. International Journal of Online Marketing Research, 2(1), 1–13. https://doi.org/10.5455/IJOMR.207243
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
Arnott, D. C., & Bridgewater, S. (2002). Internet, interaction and implications for marketing. Marketing Intelligence & Planning, 20(2), 86-95.
Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioural responses to customer satisfaction: an em-pirical study. European journal of marketing, 35(5/6), 687-707.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Aydin, S., Özer, G., & Arasil, Ö. (2005). Customer loyalty and the effect of switching costs as a moderator variable. A case in the Turkish mobile phone market. Marketing Intelligence and Planning, 23(1), 89–103.
Bashar, A., Ahmad, I., & Wasi, M. (2013). A study of influence of demographic factors on consumer impulse buying be-havior. Journal of Management Research, 13(3), 145–154.
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in theory and practice, 34(2), 72-94.
Bilgihan, A., & Bujisic, M. (2015). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222-232.
Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226–229.
Brady, M. K., Voorhees, C. M., & Brusco, M. J. (2012). Service sweethearting: its antecedents and customer consequenc-es. Journal of Marketing, 76(2), 81-98.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: a typology, antecedents, and consequenc-es. Journal of the Academy of Marketing Science, 31(2), 109-126.
Buttle, F. A. (1998). Word of mouth: understanding and managing referral marketing. Journal of strategic market-ing, 6(3), 241-254.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfac-tion. European Journal of Marketing, 36(7/8), 811-828.
Castells, M. (1999). Information technology, globalization and social development (Vol. 114). Geneva: United Nations Research Institute for Social Development.
Cheng, T. E., Lai, L. C. F., & Yeung, A. C. (2008). The driving forces of customer loyalty: a study of internet service pro-viders in Hong Kong. International Journal of E-Business Research (IJEBR), 4(4), 26-42.
Chua, A. Y., & Banerjee, S. (2013). Customer knowledge management via social media: the case of Starbucks. Journal of Knowledge Management, 17(2), 237-249.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Market-ing, 56(3), 55-68.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), 125-131.
De Cannière, M. H., De Pelsmacker, P., & Geuens, M. (2010). Relationship quality and purchase intention and behavior: The moderating impact of relationship strength. Journal of Business and Psychology, 25(1), 87-98.
De Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators. Journal of the Academy of marketing science, 36(4), 578-596.
De Ruyter, K., Wetzels, M., & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9(5), 436-453.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Durkin, M. G., & Howcroft, B. (2003). Relationship marketing in the banking sector: the impact of new technolo-gies. Marketing Intelligence & Planning, 21(1), 61-71.
Dzafic, Z., & Babajic, A. (2016). The role of the government in entrepreneurship development: Evidence from Bosnia and Herzegovina. Economic Review: Journal of Economics and Business, 14(1), 68-79.
El-Manstrly, D. (2016). Enhancing customer loyalty: critical switching cost factors. Journal of Service Management, 27(2), 144–169.
Elrehail, H. (2018). The relationship among leadership, innovation and knowledge sharing: A guidance for analysis. Data in Brief, 19, 128-133.
Elrehail, H. (2019, January 1). Employee satisfaction, human resource management practices and competitive advantage (H. Ibrahim, Ed.). European Journal of Management and Business Economics. https://doi.org/10.1108/EJMBE-01-2019-0001
Elrehail, H., Alzghoul, A., Saydam, P., & AlArarah, K. (2016). The role of knowledge sharing mechanism in the develop-ment of pricing strategy. International Journal of Online Marketing Research, 2(1), 53.
Flint, D. J., Blocker, C. P., & Boutin Jr, P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219-230.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
Ghazali, E. (2011). Customer perceived switching barriers and their impact on loyalty and habitual repurchase: a study of pure-play online retailers in the UK (Doctoral dissertation, University of Warwick).
Grønhaug, K., & Gilly, M. C. (1991). A transaction cost approach to consumer dissatisfaction and complaint ac-tions∗. Journal of Economic Psychology, 12(1), 165-183.
Gupta, S. (2012). Interdependence between experience marketing and business strategy. Journal of Indian Business Re-search, 4(3), 170-193.
Hacklin, F., Marxt, C., & Fahrni, F. (2009). Coevolutionary cycles of convergence: An extrapolation from the ICT indus-try. Technological Forecasting and Social Change, 76(6), 723-736.
Heide, J. B., & Weiss, A. M. (1995). Vendor consideration and switching behavior for buyers in high-technology mar-kets. Journal of Marketing, 59(3), 30-43.
Hennig‐Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737-764.
Huurdeman, A. A. (2003). The worldwide History of Telecommunications (p. 54). London: J. Wiley.
Jahmani, K., Fadiya, S. O., Abubakar, A. M., & Elrehail, H. (2018). Knowledge content quality, perceived usefulness, KMS use for sharing and retrieval: A flock leadership application. VINE Journal of Information and Knowledge Man-agement Systems, 48(4), 470-490.
Jeon, D.-S., Menicucci, D., & Nasr Esfahani, N. (2015). Dynamics of Compatibility Under Switching Costs. In SSRN. https://doi.org/10.2139/ssrn.2675549
Kacen, J. J., & Lee, J. A. (2002). The influence of culture on consumer impulsive buying behavior. Journal of Consumer Psychology, 12(2), 163–176.
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