LIST OF TABLES AND FIGURES - ADDENDUM GLOSSARY is ascertained in the to switching for positive Commitment study, by its effect, as: ‘a resistance A formal definition is: reasons’. The pledging or binding of a customer, through emotional and/or psychological (evaluative) attachments to one banking services provider, out of a set of banks, producing a resistance to the notion of switching business to another bank, which resistance is neither primarily the outcome of: (i) permanent or temporary economic/contractual ties; nor is it mainly a result of: perceived (ii) inertia. is repeat patronage based on indifferent or negative regard towards the banking service Inertia: provider, or towards its attributes, and is founded on the customer perceptions that it would take
LIST OF TABLES AND FIGURES - ADDENDUM GLOSSARY Commitment is ascertained in the study, by its effect, as: ‘a resistance to switching for positive reasons’. A formal definition is: The pledging or binding of a customer, through emotional and/or psychological (evaluative) attachments to one banking services provider, out of a set of banks, producing a resistance to the notion of switching business to another bank, which resistance is neither primarily the outcome of: (i) perceived permanent or temporary economic/contractual ties; nor is it mainly a result of: (ii) inertia. Inertia: is repeat patronage based on indifferent or negative regard towards the banking service provider, or towards its attributes, and is founded on the customer perceptions that it would take
phd40Addendum.docx