Journal ArticleDOI
Customer switching behavior in service industries: An exploratory study
TLDR
In this paper, customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature, and the author reports results of a critical incid...Abstract:
Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incid...read more
Citations
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Journal ArticleDOI
Whence Consumer Loyalty
TL;DR: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. But they also understand that this relation is asymmetric as mentioned in this paper. Although loyal consumers are most...
Journal ArticleDOI
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.
Journal ArticleDOI
A model of customer satisfaction with service encounters involving failure and recovery
TL;DR: In this article, the authors develop a model of custom recovery efforts for service failures, based on the model of customer reaction to service failures in the context of an organization's recovery efforts.
Journal ArticleDOI
Relational Benefits in Services Industries: The Customer’s Perspective:
TL;DR: In this paper, the authors examined the benefits customers receive as a result of engaging in long-term relational exchanges with service firms and found that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits.
Journal ArticleDOI
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
TL;DR: In this paper, the authors developed and estimated a dynamic model of the duration of the provider-customer relationship that focuses on the role of customer satisfaction, and the model is estimated as a left-truncated, proportional hazards regression with cross-sectional and time series data describing cellular customers perceptions and behavior over a 22-month period.
References
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Book
The Discovery of Grounded Theory
TL;DR: In this paper, the discovery of grounded theory is discussed and grounded theory can be found in the form of a grounded theory discovery problem, where the root cause of the problem is identified.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Journal Article
Zero defections: quality comes to services.
TL;DR: Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
Journal ArticleDOI
Basic Content Analysis
TL;DR: In this article, Content Classification and Interpretation Techniques of Content Analysis issues in Content Analysis are discussed and an overview of the content classification and interpretation techniques of content analysis issues are discussed.
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