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

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.