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Comparing Switching Patterns in Competitive and Non-competitive Markets-Customer Preferences and Behavior in Five Service Industries
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.ORCID-id: 0000-0003-2705-0836
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.ORCID-id: 0000-0001-8278-1442
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
2002 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

ABSTRACT

This article is about behavioral change in customer relationships. Changes in customer behavior are compared in five different service industries. The changes are manifested as switching behavior, which is at the same time the reference point for customer expressions on the paths that lead to switching. Switching barriers and the competitive industrial situations in the comparison between industries also revealed changes in behavior in an industrial monopoly in which switching to alternative external service providers was not an option. This kind of switching was articulated as internal switching. The behavioral change was therefore assessed in terms not only of frequency, but also of type of change. Switching was reflected as a configuration including the ability to cause behavioral change on different levels. The switching ability called configuration energy even caused a change in behavior at the highest level in a non-competitive industry in which there was a lack of switching alternatives. Total change was considered to be a result of the higher energy level driving the switching configuration than when the change was partial.

Keywords: Customer switching, customer relationships, behavioral change, competitive and non-competitive service industries.

sted, utgiver, år, opplag, sider
2002.
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-17755OAI: oai:DiVA.org:kau-17755DiVA, id: diva2:591369
Konferanse
11th Annual AMA Frontiers in Services Conference June 27-29, 2002, Maastricht, The Netherlands
Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2019-07-09

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Totalt: 84 treff
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