Exploring moderating and mediating relationships amongst some switching barriers in the business services sector

Venkata Yanamandram, Lesley White

Research output: Book chapter/Published conference paperConference paper

Abstract

This paper presents a research model to explore the (i) direct effects ofindependent variables (interpersonal relationship and attractiveness ofalternatives) on behavioural loyalty, (ii) the mediating effects of dependence andcalculative commitment on the relationship between independent variables andbehavioural loyalty, and (iii) the moderating role of subjective knowledge on therelationship between attractiveness of alternatives and dependence. While thedirect effects of interpersonal relationships and attractiveness of alternatives havebeen examined in a business-to-business (B2B) context, there is no research yetknown that investigates these constructs under conditions of dissatisfaction in the B2B services sector. Similarly, there is no research identified that investigatesmediating or moderating roles in this context. We attempt to fill this knowledgegap by contributing to a better understanding of how customer loyalty towardsservice providers is formed under a troubled or dysfunctional relationship.
Original languageEnglish
Title of host publicationIndustry, Markets, and Regions
Place of PublicationAdelaide
PublisherSchool of Commerce, University of Adelaide
Pages1-17
Number of pages17
ISBN (Electronic)0975189220
Publication statusPublished - 2006
EventAustralasian Business and Behavioural Sciences Association (ABBSA) Conference - Adelaide, Australia, Australia
Duration: 29 Sep 200601 Oct 2006

Conference

ConferenceAustralasian Business and Behavioural Sciences Association (ABBSA) Conference
CountryAustralia
Period29/09/0601/10/06

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  • Cite this

    Yanamandram, V., & White, L. (2006). Exploring moderating and mediating relationships amongst some switching barriers in the business services sector. In Industry, Markets, and Regions (pp. 1-17). School of Commerce, University of Adelaide.