Fornell, C., Johnson, M.D., Anderson, E.W., Jaesung, C. and Bryant, B.E. (1996) The Americain Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing, 60, 7-18.
 Doreén, P. and Martin Eisend, J. (2014) Switching Is Easy—Service Firm Communications to Encourage Customer Switching. Journal of Retailing and Consumer Services, 21, 502-509.
 Miranda-Gumucio, L., et al. (2013) An Exploratory Study of the Determinants of Switching and Loyalty in Prepaid Cell Phone Users: An Application of Concept Mapping. Service Business, 7, 603-622.
 Deng, Z., Lua, Y., Weib, K. and Zhang, J. (2009) Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management, 30, 289-300.
 Markus, B., et al. (2015) How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions and Repurchase Behaviour: A Meta-Analysis. International Journal of Research in Marketing, 32, 226-229.
 Chung, K.H., et al. (2015) The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image. Journal of Economics, Business and Management, 3, 542-547.
 Jones, M., Mothersbaugh, D. and Beatty, S. (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.
 Lee, J. and Feick, L. (2001) The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in France. Journal of Services Marketing, 15, 35-48.