How to cite this paper
Almohaimmeed, B. (2021). Impact of customer exit drivers on social word-of-mouth: Results extracted from restaurants’ followers.Management Science Letters , 11(2), 527-534.
Refrences
Al-Tit, A., & Nakhleh, H. (2014). The role of E-marketing in the development of Internet user attitudes toward tourist sites in Saudi Arabia. Journal of Administrative and Economic Sciences, 7(2), 25-44
Amblee, N., & Bui, T. (2008). Can brand reputation improve the odds of being reviewed on-line?. International Journal of Electronic Commerce, 12(3), 11-28.
Amegbe, H., & Osakwe, C. (2018). Towards achieving strong customer loyalty in the financial services industry: Ghanaian top banks’ customers as a test case. International Journal of Bank Marketing, 36(5), 988-1007.
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 232.
Ascarza, E., Neslin, S., Netzer, O., Anderson, Z., Fader, P., Gupta, S., B. Hardie, Lemmens, A., Libai, B., Neal, D., Provost, F., & Schrift, R. (2018). In pursuit of enhanced customer retention management: Review, key issues, and future directions. Customer Needs and Solutions, 5(1-2), 65-81.
Bowden, J. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63-74.
Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty?. Journal of Consumer Behaviour, 1(3), 217-227.
Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112.
Chebat, J., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5), 664-673.
Chen, Y., Wang, Q., & Xie, J. (2011). Online social interactions: A natural experiment on word of mouth versus observational learning. Journal of Marketing Research, 48(2), 238-254.
Chu, S., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.
Clemes, M. D., Gan, C., & Zheng, L. Y. (2007). Customer switching behavior in the New Zealand banking industry. Banks and Bank Systems, 2(4), 50-65.
Colgate, M., & Hedge, R. (2001). An investigation into the switching process in retail banking services. International Journal of Bank Marketing, 19(5), 201-212.
Colgate, M., & Norris, M. (2001). Developing a comprehensive picture of service failure. International Journal of service industry management, 12(3), 215-233.
Dimyati, M., & Subagio, N. (2018). Customer trust as mediator in the creation of customer relationship intention. Management & Marketing, 13(1), 710-729.
Eshghi, A., Haughton, D. and Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy, 31(2), 93-106.
Fisher, T. (2009). ROI in social media: A look at the arguments. Journal of Database Marketing & Customer Strategy Management, 16(3), 189-195.
Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 14, 337-346.
Gerrard, P., & Cunningham, J. (2004). Consumer switching behavior in the Asian banking market. Journal of Services Marketing, 18(3), 215-223.
Hajli, N., Lin, X., Featherman, M., & Wang, Y. (2014). Social word of mouth: How trust develops in the market. International Journal of Market Research, 56(5), 673-689.
Haj-Salem, N., & Chebat, J. (2014). The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge. Journal of Business Research, 67(6), 1106-1113.
Halinen, A., & Tähtinen, J. (2002). A process theory of relationship ending. International Journal of Service Industry Management, 13(2), 163-180.
Han, S., Nguyen, B., & Lee, T. (2015). Consumer-based chain restaurant brand equity, brand reputation, and brand trust. International Journal of Hospitality Management, 50, 84-93.
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31-40.
Helm, S., Rolfes, L. and Günter, B. (2006). Suppliers' willingness to end unprofitable customer relationships: An exploratory investigation in the German mechanical engineering sector. European Journal of Marketing, 40(3/4), 366-383.
Hirschman, A. (1970). Exit, voice and loyalty. Cambridge, MA: Harvard University Press.
Hooper, D., Coughlan, J., Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53-60.
Hwang, J., & Wen, L. (2009). The effect of perceived fairness toward hotel overbooking and compensation practices on customer loyalty. International Journal of Contemporary Hospitality Management, 21(6), 659-675.
Karakaya, F. (2000). Market exit and barriers to exit: Theory and practice. Psychology & Marketing, 17(8), 651-668.
Kim, A., & Ko, E. (2010). Impacts of luxury fashion brand's social media marketing on customer relationship and purchase intention. Journal of Global Fashion Marketing, 1(3), 164-71.
Kim, D., Magnini, V., & Singal, M. (2011). The effects of customers’ perceptions of brand personality in casual theme restaurants. International Journal of Hospitality Management, 30(2), 448-458.
Kim, W., Ng, C., & Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
Kitapci, O., Akdogan, C., & Dortyol, I. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 148, 161-169.
Lee, Y., Hu, H., Yen, T., & Tsai, C. (2009). An integration of KANO’s model and exit-voice theory: a case study. Asian Journal on Quality, 10(2), 109-126.
Litvin, S., Goldsmith, R. and Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.
Lubis, A., & Palibutan, C. (2018). The impact of contextual factors, brand loyalty and brand switching on purchase decision of internal water on convenience store. Journal of Business Strategy and Execution, 8(1), 1-24
Lymperopoulos, C., Chaniotakis, I., & Soureli, M. (2013). The role of price satisfaction in managing customer relationships: the case of financial services. Marketing Intelligence & Planning, 31(3), 216-228.
Mandagi, P., & Tumiwa, J. (2018). The effect of price and bank reputation on customer switching behavior of bank Rakyat Indonesia in Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(2), 583-592.
Mangold, W., & Faulds, D. (2009). Social media: The new hybrid element of the promotion mix. Business Horizons, 52(4), 357-365.
Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
McLaughlin, H. (2009). What's in a name:‘client’,‘patient’,‘customer’,‘consumer’,‘expert by experience’,‘service user’—what's next?. The British Journal of Social Work, 39(6), 1101-1117.
Michalski, S. (2004). Types of customer relationship ending processes. Journal of Marketing Management, 20(9-10), 977-999.
Moutinho, L., & Smith, A. (2000). Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking. International Journal of Bank Marketing, 18(3), 124-134.
Nurbasari, A., & Harani, N. (2018). Influence of Customer Relationship Marketing and Satisfaction of Customer Loyalty (Case Study: In Bank CIMB Niaga Lembong in Bandung). Economics, 6(2), 98-107.
Nyarko, I. (2015). Evaluation of factors influencing switching behaviors by Ghana commercial bank customers. British Journal of Marketing Studies, 3(8), 35-46.
Olga, B., David, D., Dhameeth, G., Adam, S., & Elliott, S. (2018). The Millennials: Insights to brand behavior for brand management strategies. Journal of Management and Strategy, 9(3), 1-17.
Oyeniyi, O., & Abiodun, A. J. (2010). Switching cost and customers loyalty in the mobile phone market: The Nigerian experience. Business Intelligence Journal, 3(1), 111-121.
Pfeffer, J., Zorbach, T. and Carley, K. (2014). Understanding online firestorms: Negative word-of-mouth dynamics in social media networks. Journal of Marketing Communications, 20(1-2), 117-128.
Preko, A., & Kwami, S. (2015). The influence of psychographic variables on the theory of exit, voice, and loyalty of customer complaints behaviour in banks. Journal of Competitiveness, 7(4), 48-67.
Prim-Allaz, I., & Perrien, J. (2000). The Relevance of Macneil's Relational Norms to Understand the Exit of an Interorganizational Relationship, First Nordic Workshop on Relationship Dissolution, Kuusamo, Finlande, 22-24 Septembre.
Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targeting, Measurement and Analysis for Marketing, 12(1), 82-90.
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of service Industry Management, 14(4), 374-395.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
Santos, J., & Boote, J. (2003). A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour. Journal of Consumer Behaviour: An International Research Review, 3(2), 142-156.
Santouridis, I., & Tsachtani, E. (2015). Investigating the impact of CRM resources on CRM processes: a customer life-cycle based approach in the case of a Greek bank. Procedia Economics and Finance, 19, 304-313.
Saran, R., & Swamy, R. (2018). A research on a comparative study of some brand switching models in marketing. Indian Journal of Marketing, 48(3), 17-32.
Sengupta, A., Balaji, M., & Krishnan, B. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674.
Shin, Y., Thai, V., Grewal, D., & Kim, Y. (2017). Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry. The International Journal of Logistics Management, 28(2), 555-570.
Siano, A., Vollero, A., & Palazzo, M. (2011). Exploring the role of online consumer empowerment in reputation building: research questions and hypotheses. Journal of brand management, 19(1), 57-71.
Sivadas, E., & Jindal, R. (2017). Alternative measures of satisfaction and word of mouth. Journal of Services Marketing, 31(2), 119-130.
Solvang, B. (2008). Customer protest: Exit, voice or negative word of mouth. International Journal of Business Science and Applied Management, 3(1), 1-19.
Stewart, K. (1998). An exploration of customer exit in retail banking. International Journal of Bank Marketing, 16(1), 6-14.
Swanson, S., & Hsu, M. (2011). The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviors in the hospitality industry. Journal of Hospitality & Tourism Research, 35(4), 511-529.
Swanson, S., & Kelley, S. (2001). Service recovery attributions and word-of-mouth intentions. European Journal of Marketing, 35(1/2), 194-211.
Tahir, H., Buttar, Z., & Ahmad, I. (2018). Consumer complaint behavior and defection: The moderating role of demographic factors and switching cost. IUP Journal of Marketing Management, 17(2), 58-79.
Theresia, M. and Sadalia, I. (2018). The determinants of customer loyalty for telecommunication provider. Journal of Research in Business, Economics and Management, 10(3), 1918-1931.
Trianasari, N., Butcher, K., & Sparks, B. (2018). Understanding guest tolerance and the role of cultural familiarity in hotel service failures. Journal of Hospitality Marketing and Management, 27(1), 21-40.
Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266.
Villi, B., & Koc, E. (2018). Employee attractiveness and customers’ service failure perceptions. Journal of Hospitality Marketing & Management, 27(1), 41-60.
Wangenheim, F., & Bayón, T. (2007). Behavioral consequences of overbooking service capacity. Journal of Marketing, 71(4), 36-47.
Weun, S., Beatty, S., & Jones, M. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133-146.
Williams, M., Buttle, F., & Biggemann, S. (2012). Relating word-of-mouth to corporate reputation. Public Communication Review, 2(2), 1-16.
Willys, N. (2018). Customer satisfaction, switching costs and customer loyalty: An empirical study on the mobile telecommunication service. American Journal of Industrial and Business Management, 8(04), 1022.
Yanamandram, V., & White, L. (2006). Switching barriers in business-to-business services: a qualitative study. International Journal of Service Industry Management, 17(2), 158-192.
Yim, E., Lee, S., & Kim, W. (2014). Determinants of a restaurant average meal price: An application of the hedonic pricing model. International Journal of Hospitality Management, 39, 11-20.
Amblee, N., & Bui, T. (2008). Can brand reputation improve the odds of being reviewed on-line?. International Journal of Electronic Commerce, 12(3), 11-28.
Amegbe, H., & Osakwe, C. (2018). Towards achieving strong customer loyalty in the financial services industry: Ghanaian top banks’ customers as a test case. International Journal of Bank Marketing, 36(5), 988-1007.
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 232.
Ascarza, E., Neslin, S., Netzer, O., Anderson, Z., Fader, P., Gupta, S., B. Hardie, Lemmens, A., Libai, B., Neal, D., Provost, F., & Schrift, R. (2018). In pursuit of enhanced customer retention management: Review, key issues, and future directions. Customer Needs and Solutions, 5(1-2), 65-81.
Bowden, J. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63-74.
Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty?. Journal of Consumer Behaviour, 1(3), 217-227.
Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112.
Chebat, J., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5), 664-673.
Chen, Y., Wang, Q., & Xie, J. (2011). Online social interactions: A natural experiment on word of mouth versus observational learning. Journal of Marketing Research, 48(2), 238-254.
Chu, S., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.
Clemes, M. D., Gan, C., & Zheng, L. Y. (2007). Customer switching behavior in the New Zealand banking industry. Banks and Bank Systems, 2(4), 50-65.
Colgate, M., & Hedge, R. (2001). An investigation into the switching process in retail banking services. International Journal of Bank Marketing, 19(5), 201-212.
Colgate, M., & Norris, M. (2001). Developing a comprehensive picture of service failure. International Journal of service industry management, 12(3), 215-233.
Dimyati, M., & Subagio, N. (2018). Customer trust as mediator in the creation of customer relationship intention. Management & Marketing, 13(1), 710-729.
Eshghi, A., Haughton, D. and Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy, 31(2), 93-106.
Fisher, T. (2009). ROI in social media: A look at the arguments. Journal of Database Marketing & Customer Strategy Management, 16(3), 189-195.
Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 14, 337-346.
Gerrard, P., & Cunningham, J. (2004). Consumer switching behavior in the Asian banking market. Journal of Services Marketing, 18(3), 215-223.
Hajli, N., Lin, X., Featherman, M., & Wang, Y. (2014). Social word of mouth: How trust develops in the market. International Journal of Market Research, 56(5), 673-689.
Haj-Salem, N., & Chebat, J. (2014). The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge. Journal of Business Research, 67(6), 1106-1113.
Halinen, A., & Tähtinen, J. (2002). A process theory of relationship ending. International Journal of Service Industry Management, 13(2), 163-180.
Han, S., Nguyen, B., & Lee, T. (2015). Consumer-based chain restaurant brand equity, brand reputation, and brand trust. International Journal of Hospitality Management, 50, 84-93.
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31-40.
Helm, S., Rolfes, L. and Günter, B. (2006). Suppliers' willingness to end unprofitable customer relationships: An exploratory investigation in the German mechanical engineering sector. European Journal of Marketing, 40(3/4), 366-383.
Hirschman, A. (1970). Exit, voice and loyalty. Cambridge, MA: Harvard University Press.
Hooper, D., Coughlan, J., Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53-60.
Hwang, J., & Wen, L. (2009). The effect of perceived fairness toward hotel overbooking and compensation practices on customer loyalty. International Journal of Contemporary Hospitality Management, 21(6), 659-675.
Karakaya, F. (2000). Market exit and barriers to exit: Theory and practice. Psychology & Marketing, 17(8), 651-668.
Kim, A., & Ko, E. (2010). Impacts of luxury fashion brand's social media marketing on customer relationship and purchase intention. Journal of Global Fashion Marketing, 1(3), 164-71.
Kim, D., Magnini, V., & Singal, M. (2011). The effects of customers’ perceptions of brand personality in casual theme restaurants. International Journal of Hospitality Management, 30(2), 448-458.
Kim, W., Ng, C., & Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
Kitapci, O., Akdogan, C., & Dortyol, I. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 148, 161-169.
Lee, Y., Hu, H., Yen, T., & Tsai, C. (2009). An integration of KANO’s model and exit-voice theory: a case study. Asian Journal on Quality, 10(2), 109-126.
Litvin, S., Goldsmith, R. and Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.
Lubis, A., & Palibutan, C. (2018). The impact of contextual factors, brand loyalty and brand switching on purchase decision of internal water on convenience store. Journal of Business Strategy and Execution, 8(1), 1-24
Lymperopoulos, C., Chaniotakis, I., & Soureli, M. (2013). The role of price satisfaction in managing customer relationships: the case of financial services. Marketing Intelligence & Planning, 31(3), 216-228.
Mandagi, P., & Tumiwa, J. (2018). The effect of price and bank reputation on customer switching behavior of bank Rakyat Indonesia in Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(2), 583-592.
Mangold, W., & Faulds, D. (2009). Social media: The new hybrid element of the promotion mix. Business Horizons, 52(4), 357-365.
Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
McLaughlin, H. (2009). What's in a name:‘client’,‘patient’,‘customer’,‘consumer’,‘expert by experience’,‘service user’—what's next?. The British Journal of Social Work, 39(6), 1101-1117.
Michalski, S. (2004). Types of customer relationship ending processes. Journal of Marketing Management, 20(9-10), 977-999.
Moutinho, L., & Smith, A. (2000). Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking. International Journal of Bank Marketing, 18(3), 124-134.
Nurbasari, A., & Harani, N. (2018). Influence of Customer Relationship Marketing and Satisfaction of Customer Loyalty (Case Study: In Bank CIMB Niaga Lembong in Bandung). Economics, 6(2), 98-107.
Nyarko, I. (2015). Evaluation of factors influencing switching behaviors by Ghana commercial bank customers. British Journal of Marketing Studies, 3(8), 35-46.
Olga, B., David, D., Dhameeth, G., Adam, S., & Elliott, S. (2018). The Millennials: Insights to brand behavior for brand management strategies. Journal of Management and Strategy, 9(3), 1-17.
Oyeniyi, O., & Abiodun, A. J. (2010). Switching cost and customers loyalty in the mobile phone market: The Nigerian experience. Business Intelligence Journal, 3(1), 111-121.
Pfeffer, J., Zorbach, T. and Carley, K. (2014). Understanding online firestorms: Negative word-of-mouth dynamics in social media networks. Journal of Marketing Communications, 20(1-2), 117-128.
Preko, A., & Kwami, S. (2015). The influence of psychographic variables on the theory of exit, voice, and loyalty of customer complaints behaviour in banks. Journal of Competitiveness, 7(4), 48-67.
Prim-Allaz, I., & Perrien, J. (2000). The Relevance of Macneil's Relational Norms to Understand the Exit of an Interorganizational Relationship, First Nordic Workshop on Relationship Dissolution, Kuusamo, Finlande, 22-24 Septembre.
Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targeting, Measurement and Analysis for Marketing, 12(1), 82-90.
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of service Industry Management, 14(4), 374-395.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
Santos, J., & Boote, J. (2003). A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour. Journal of Consumer Behaviour: An International Research Review, 3(2), 142-156.
Santouridis, I., & Tsachtani, E. (2015). Investigating the impact of CRM resources on CRM processes: a customer life-cycle based approach in the case of a Greek bank. Procedia Economics and Finance, 19, 304-313.
Saran, R., & Swamy, R. (2018). A research on a comparative study of some brand switching models in marketing. Indian Journal of Marketing, 48(3), 17-32.
Sengupta, A., Balaji, M., & Krishnan, B. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674.
Shin, Y., Thai, V., Grewal, D., & Kim, Y. (2017). Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry. The International Journal of Logistics Management, 28(2), 555-570.
Siano, A., Vollero, A., & Palazzo, M. (2011). Exploring the role of online consumer empowerment in reputation building: research questions and hypotheses. Journal of brand management, 19(1), 57-71.
Sivadas, E., & Jindal, R. (2017). Alternative measures of satisfaction and word of mouth. Journal of Services Marketing, 31(2), 119-130.
Solvang, B. (2008). Customer protest: Exit, voice or negative word of mouth. International Journal of Business Science and Applied Management, 3(1), 1-19.
Stewart, K. (1998). An exploration of customer exit in retail banking. International Journal of Bank Marketing, 16(1), 6-14.
Swanson, S., & Hsu, M. (2011). The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviors in the hospitality industry. Journal of Hospitality & Tourism Research, 35(4), 511-529.
Swanson, S., & Kelley, S. (2001). Service recovery attributions and word-of-mouth intentions. European Journal of Marketing, 35(1/2), 194-211.
Tahir, H., Buttar, Z., & Ahmad, I. (2018). Consumer complaint behavior and defection: The moderating role of demographic factors and switching cost. IUP Journal of Marketing Management, 17(2), 58-79.
Theresia, M. and Sadalia, I. (2018). The determinants of customer loyalty for telecommunication provider. Journal of Research in Business, Economics and Management, 10(3), 1918-1931.
Trianasari, N., Butcher, K., & Sparks, B. (2018). Understanding guest tolerance and the role of cultural familiarity in hotel service failures. Journal of Hospitality Marketing and Management, 27(1), 21-40.
Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266.
Villi, B., & Koc, E. (2018). Employee attractiveness and customers’ service failure perceptions. Journal of Hospitality Marketing & Management, 27(1), 41-60.
Wangenheim, F., & Bayón, T. (2007). Behavioral consequences of overbooking service capacity. Journal of Marketing, 71(4), 36-47.
Weun, S., Beatty, S., & Jones, M. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133-146.
Williams, M., Buttle, F., & Biggemann, S. (2012). Relating word-of-mouth to corporate reputation. Public Communication Review, 2(2), 1-16.
Willys, N. (2018). Customer satisfaction, switching costs and customer loyalty: An empirical study on the mobile telecommunication service. American Journal of Industrial and Business Management, 8(04), 1022.
Yanamandram, V., & White, L. (2006). Switching barriers in business-to-business services: a qualitative study. International Journal of Service Industry Management, 17(2), 158-192.
Yim, E., Lee, S., & Kim, W. (2014). Determinants of a restaurant average meal price: An application of the hedonic pricing model. International Journal of Hospitality Management, 39, 11-20.