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Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2002) Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes. Journal of Business Research, 55, 441-450.
http://dx.doi.org/10.1016/S0148-2963(00)00168-5

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