1
Appendix
Overview of Studies Included in the Meta-analysis
Study
No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
Sample
No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
Author and Year
Source
Andaleeb 1996
Antón, Camarero, and Carrero 2007
Ashley et al. 2011
Ashok, Dillon, and Yuan 2002
Aydin and Özer 2005
Back and Lee 2009
Bansal, Irving, and Taylor 2004
Bansal and Taylor 1999
Bansal, Taylor, and James 2005
Barnes et al. 2010
Barroso and Picón 2011
Barry, Dion, and Johnson 2008
Beatson, Coote, and Rudd 2006
Beatson, Lings, and Gudergan 2008
Beatty et al. 2012
Bell, Auh, and Smalley 2005
Bigné, Sánchez, and Andreu 2009
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
18
19
20
21
22
23
24
25
26
27
28
29
30
31-32
33
34-35
36
37
38
39
40
Biong and Selnes 1997
Bloemer and Odekerken-Schröder 2007
Burnham, Frels, and Mahajan 2003
Camarero, Antón, and Carrero 2010
Čater and Čater 2010
Čater and Zabkar 2009
Chang and Chen 2007
Chang and Chen 2008
Chang and Chen 2009
Chang and Chou 2011
Chebat, Davidow, and Borges 2011
Chih et al. 2012
Chiou and Droge 2006
Chiou and Pan 2009
Chiou, Wu, and Sung 2009
Chiu et al. 2005
Chou and Lu 2009
Chuang 2011
Chung, Sternquist, and Chen 2006
Colwell and Hogarth-Scott 2004
Crutchfield and Morgan 2010
Journal of Retailing
European Journal of Marketing
Journal of Business Research
Journal of Marketing Research
European Journal of Marketing
Journal of Hospitality & Tourism Research
Journal of the Academy of Marketing Science
Journal of Service Research
Journal of the Academy of Marketing Science
Journal of International Marketing
Industrial Marketing Management
Journal of Services Marketing
Journal of Marketing Management
The Service Industries Journal
Journal of Service Research
Journal of the Academy of Marketing Science
International Journal of Culture, Tourism and Hospitality
Research
Journal of Business-to-Business Marketing
Journal of Relationship Marketing
Journal of the Academy of Marketing Science
The Service Industries Journal
Industrial Marketing Management
Industrial Marketing Management
Journal of Air Transport Management
Computers in Human Behavior
Information & Management
African Journal of Business Management
Journal of Business Research
The Service Industries Journal
Journal of the Academy of Marketing Science
Journal of Business Psychology
Journal of Service Management
Journal of Business Research
Transport Reviews
Telecommunications Policy
Journal of Retailing
Journal of Services Marketing
Health Marketing Quarterly
(1)
(2)
(3)
(4)
x
x
x
x
x
x
x
x
Provides effect sizes for…
(5)
(6)
(7)
(8)
(9)
x
x
x
x
x
(10)
(11)
(12)
(13)
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
2
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
41
42
43
44
45
46
47
48
49
50
51
52
53-54
55
56-58
59-61
62
Journal of the Academy of Marketing Science
International Journal of Bank Marketing
The Service Industries Journal
Industrial Marketing Management
International Journal of Information Management
The International Review of Retail, Distribution and Consume
Journal of Consumer Behaviour
Services Marketing Quarterly
Industrial Marketing Management
Journal of Service Research
Journal of the Academy of Marketing Science
International Journal of Computers
Journal of the Academy of Marketing Science
The Service Industries Journal
European Journal of Marketing
Journal of Retailing and Consumer Services
Journal of Business-to-Business Marketing
x
x
63
64-65
66
67
68
69
70
71
72
Davis-Sramek et al. 2009
de Matos, Henrique, and de Rosa 2009
de Matos, Vieira, and Veiga 2011
de Ruyter, Moorman, and Lemmink 2001
Deng et al. 2010
Dixon et al. 2005
Dongjin, Shenghui, and Kai 2008
Edward, George, and Sarkar 2010
Eggert and Ulaga 2010
Falk et al. 2007
Fang, Palmatier, and Evans 2008
Farn and Huang 2009
Ferguson, Paulin, and Bergeron 2005
Fuentes-Blasco et al. 2010
Fullerton 2005
Fullerton 2011
García-Acebrón, Vázquez-Casielles, and
Iglesias 2010
Geiger et al. 2012
Geyskens et al. 1996
Gounaris 2005
Gu and Wang 2011
Gundlach and Cannon 2010
Guo, Duff, and Hair 2010
Gustafsson, Johnson, and Roos 2005
Han, Back, and Barrett 2009
Han, Kim, and Hyun 2011
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
x
Industrial Marketing Management
International Journal of Research in Marketing
Journal of Business Research
Industrial Marketing Management
Journal of the Academy of Marketing Science
Asia Pacific Business Review
Journal of Marketing
International Journal of Hospitality Management
International Journal of Hospitality Management
x
x
x
x
x
x
x
x
x
73
74
75
76
77
78
79
80
76
81
82
83-84
85
86
87-88
89
90
91
92
93-94
95
96
Han, Kwortnik, and Wang 2008
Hansen, Sandvik, and Selnes 2003
Harrison and Kelly 2010
Hartmann and Ibáñez 2007
Hellén and Sääksjärvi 2011
Hellier et al. 2003
Herrmann et al. 2004
Hur, Park, and Kim 2010
Ibáñez, Hartmann, and Calvo 2006
Izquierdo, Rodrííguez, and Joséé 2006
Jahanzeb, Fatima, and Khan 2011
Jap 1999
Jones et al. 2010
Jones, Mothersbaugh, and Beatty 2002
Jones et al. 2007
Kaur, Sharma, and Mahajan 2012
Kim 2001
Kim 2007
Kim and Gupta 2012
Kim, Hibbard, and Swain 2012
Kim, Park, and Jeong 2004
Kim et al. 2010
Journal of Service Research
Journal of Service Research
Marketing Intelligence & Planning
Energy Policy
Psychology & Marketing
European Journal of Marketing
Psychology & Marketing
The Services Industries Journal
The Service Industries Journal
Journal of International Consumer Marketing
Database Marketing & Customer Strategy Management
Journal of Marketing Research
Journal of Services Marketing
Journal of Business Research
Journal of Service Research
International Journal of Bank Marketing
Journal of Business Research
Journal of Business Research
Psychology & Marketing
Journal of Retailing
Telecommunications Policy
Journal of Business Research
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
3
87
88
89
90
91
92
93
94
95
97
98
99-100
101
102
103
104
105
106
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
107
108
109
110
111
112
113
114
115
116-117
118
119-120
121
122
123
124
125
126-127
128
129
130
131
132
133
134
135
136
137
138
139
Kim, Shin, and Lee 2006
Kim and Son 2009
Kim, Stump, and Oh 2009
Lam et al. 2010
Lam et al. 2004
Lancastre and Lages 2006
Lee and Cunningham 2001
Lee et al. 2008
Leonidou, Palihawadana, and Theodosiou
2006
Li, Browne, and Chau 2006
Liu 2006
Liu, Guo, and Lee 2011
Liu, Leach, and Bernhardt 2005
Lu, Tu, and Jen 2011
Luo et al. 2011
Magin et al. 2003
Maute 2011
Melancon, Noble, and Noble 2011
Meng and Elliott 2009
Mitręga and Katrichis 2010
Moliner et al. 2007
Morgan and Hunt 1994
Mukherjee and Nath 2007
Nusair, Parsa, and Cobanoglu 2011
Odekerken-Schröder and Bloemer 2004
Pae and Hyun 2006
Patterson, Mandhachitara, and Smith 2001
Patterson and Smith 2001
Ping 1993
Ranaweera and Prabhu 2003
Ray, Kim, and Morris 2012
Ren, Oh, and Noh 2010
Robson, Spyropoulou, and Al-Khalifa 2006
Sajtos and Kreis 2010
Scheer, Miao, and Garrett 2010
Sharma 2003
Sharma and Patterson 2000
Shen and Chiou 2009
Shi, Zhou, and Liu 2010
126
127
128
140
141
142
Shin and Kim 2008
Tellefsen and Thomas 2005
Thatcher and George 2004
129
130
131
132
133
143
144
145-146
147
148
Tsai and Huang 2007
Tung, Kuo, and Kuo 2011
van Birgelen, de Jong, and de Ruyter 2006
Vázquez-Carrasco and Foxall 2006
Vázquez-Casielles, Suárez-Álvarez, and Del
Information & Management
MIS Quarterly
Journal of the Academy of Marketing Science
Journal of Marketing
Journal of the Academy of Marketing Science
Industrial Marketing Management
Journal of Services Marketing
Industrial Marketing Management
European Journal of Marketing
Decision Sciences
Journal of Business & Industrial Marketing
International Journal of Information Management
Journal of Business Research
Total Quality Management & Business Excellence
Journal of the Academy of Marketing Science
Electronic Markets
International Business & Economics Research Journal
Journal of the Academy of Marketing Science
Journal of Applied Business and Economics
Industrial Marketing Management
European Journal of Marketing
Journal of Marketing
European Journal of Marketing
Tourism Management
Journal of Relationship Marketing
Omega
Journal of International Consumer Marketing
International Journal of Service Industry Management
Journal of Retailing
International Journal of Service Industry Management
Information Systems Research
Industrial Marketing Management
Industrial Marketing Management
Journal of Business Market Management
Journal of the Academy of Marketing Science
Journal of Retailing and Consumer Service
International Journal of Service Industry Management
Internet Research
The Journal of China Universities of Posts and
Telecommunication
Technological Forecasting & Social Change
Industrial Marketing Management
Journal of Organizational Computing and Electronic
Commerce
Information & Management
Australian Journal of Business and Management Research
Journal of Retailing
Journal of Consumer Behavior
Journal of Applied Social Psychology
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
4
134
135
136
137
138
139
140
141
142
143
149
150
151
152
153
154
155-156
157
158
159
144
145
146
147
148
149
150
151
152
160
161
162
163
164-165
166
167
168-169
170
Río-Lanza 2009
Venetis and Ghauri 2004
Verhoef, Franses, and Hoekstra 2002
Verhoef, Langerak, and Donkers 2007
Viera, Monteiro, and Veiga 2011
Wang and Head 2007
Wang et al. 2010
Wathne, Biong, and Heide 2001
Wetzels, de Ruyter, and van Birgelen 1998
Whitten, Chakrabarty, and Wakefield 2010
Woisetschläger, Lentz, and Evanschitzky
2011
Wong and Mula 2009
Wu, Zhou, and Wu 2012
Yanamandram and White 2010
Yang and Peterson 2004
Yen 2011
Yen, Wang, and Horng 2011
Zeng et al. 2011
Zhang et al. 2009
Zineldin and Jonsson 2000
Notes –
(1) Quality of relationship  Switching costs
(2) Quality of offerings  Switching costs
(3) Seller investment  Switching costs
(4) Negative incidents and experiences  Switching costs
(5) Customer involvement/investment  Switching costs
(6) Alternatives and competition  Switching costs
(7) Quality of relationship  Switching
(8) Quality of offerings  Switching
(9) Seller investment  Switching
(10) Negative incidents and experiences  Switching
(11) Customer involvement/investment  Switching
(12) Alternatives and competition  Switching
European Journal of Marketing
Journal of the Academy of Marketing Science
Journal of Retailing
Journal of Business & Industrial Marketing
Information & Management
International Journal of Information Management
Journal of Marketing
Journal of Business & Industrial Marketing
Information & Management
Journal of Business Research
x
x
x
x
x
IBIMA Business Review
The Service Industries Journal
Australasian Marketing Journal
Psychology & Marketing
African Journal of Business Management
Journal of Business & Industrial Marketing
Industrial Marketing Management
Decision Support Systems
The TQM Magazine
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
5
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Beatson, Amanda, Ian Lings, and Siegfried Gudergan (2008), "Employee behaviour and relationship quality: impact
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Biong, Harald and Fred Selnes (1997), "The Strategic Role of the Salesperson in Established Buyer-Seller
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Bloemer, Josée and Gaby Odekerken-Schröder (2007), "The Psychological Antecedents of Enduring Customer
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Burnham, Thomas A., Judy K. Frels, and Vijay Mahajan (2003), "Consumer Switching Costs: A Typology,
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6
Chang, Hsin Hsin and Su Wen Chen (2009), "Consumer perception of interface quality, security, and loyalty in
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Chang, Yu-Hern and Fang-Yuan Chen (2007), "Relational benefits, switching barriers and loyalty: A study of airline
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difference," Journal of Retailing, 82 (4), 349-55.
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of Services Marketing, 18 (5), 384-94.
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Health Marketing Quarterly, 27 (3), 215-43.
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Marketing Science, 37 (4), 440-54.
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Supplier Relationships in High Technology Markets," Industrial Marketing Management, 30 (3), 271-86.
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Research, 15 (4), 351-74.
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Edward, Manoj, Babu P. George, and Sudipta Kiran Sarkar (2010), "The Impact of Switching Costs Upon the
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Services in India," Services Marketing Quarterly, 31 (2), 151-73.
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Marketing Management, 39 (8), 1346-55.
7
Falk, Tomas, Jeroen Schepers, Maik Hammerschmidt, and Hans H. Bauer (2007), "Identifying Cross-Channel
Dissynergies for Multichannel Service Providers," Journal of Service Research, 10 (2), 143-60.
Fang, Eric, Robert W. Palmatier, and Kenneth R. Evans (2008), "Influence of customer participation on creating and
sharing of new product value," Journal of the Academy of Marketing Science, 36 (3), 322-36.
Farn, Cheng-Kiang and Li Ting Huang (2009), "A study on industrial customers loyalty to application service
providers – The case of logistics information services," International Journal of Computers, 3 (1), 151-60.
Ferguson, Ronald J., Michèle Paulin, and Jasmin Bergeron (2005), "Contractual Governance, Relational
Governance, and the Performance of Interfirm Service Exchanges: The Influence of Boundary-Spanner Closeness,"
Journal of the Academy of Marketing Science, 33 (2), 217-34.
Fuentes-Blasco, Maria, Irene-Gil Saura, Gloria Berenguer-Contríí, and Beatriz Moliner-Veláázquez (2010),
"Measuring the antecedents of e-loyalty and the effect of switching costs on website," The Service Industries
Journal, 30 (11), 1837-52.
Fullerton, Gordon (2011), "Creating advocates: The roles of satisfaction, trust and commitment," Journal of
Retailing and Consumer Services, 18 (1), 92-100.
---- (2005), "How commitment both enables and undermines marketing relationships," European Journal of
Marketing, 39 (11/12), 1372-88.
García-Acebrón, Constantino, Rodolfo Vázquez-Casielles, and Víctor Iglesias (2010), "The Effect of Perceived
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