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Comparing Switching Patterns in Competitive and Non-competitive Markets-Customer Preferences and Behavior in Five Service Industries
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
2002 (English)Conference paper, Published paper (Refereed)
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.

Place, publisher, year, edition, pages
2002.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-17755OAI: oai:DiVA.org:kau-17755DiVA, id: diva2:591369
Conference
11th Annual AMA Frontiers in Services Conference June 27-29, 2002, Maastricht, The Netherlands
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2014-12-11

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Edvardsson, BoGustafsson, AndersRoos, Inger

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf