The differential effects of Switching Costs and Attractiveness of Alternatives on Customer Loyalty

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The differential effects of Switching Costs and Attractiveness of Alternatives

on Customer Loyalty

by

Sara Henriques de Jesus Paninho Magalhães

Dissertation submitted in partial fulfillment of the requirements for the Degree of

Mestre em Estatística e Gestão de Informação

(Master of Statistics and Information Management)

Instituto Superior de Estatística e Gestão de Informação

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The differential effects of Switching Costs and Attractiveness of

Alternatives on Customer Loyalty

Dissertation supervised by

Professor Doutor Pedro Simões Coelho

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Expectations Image Perceived Value Customer Satisfaction Perceived Quality Customer Loyalty Switching Cost Attractiveness of Alternatives Satisf. * Attract.

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