Change search
CiteExportLink to record
Permanent link

Direct link
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
Emotional Experiences in Customer Relationships: a Telecommunication Study
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, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0002-7475-680X
2008 (English)In: International Journal of Service Industry Management, Vol. 19, No. 3, pp. 281-301Article in journal (Refereed)
Abstract [en]

Abstract

Purpose: This study aims at deepening understanding of the role of emotion in customer switching processes and identifying the relative frequency of negative discrete emotions in terms of different triggers.

Approach/Methodology: Customers of Swedish telecommunications services were interviewed about their switching processes. The interviews were analyzed according to SPAT (Switching Path Analysis Technique), which divides relationships into different stages in accordance with their relevance to the relationship strength. The ultimate focus is on self-reported emotions embedded in the switching process.

Findings: The main finding was that the identified emotions was located in the trigger part of the relationship, and was expressed by the respondents during the switching process in form of Annoyance, Anxiety, Disappointment, Dissatisfaction, Distress, Depression, Rage, Stress and Tension.

Research limitations: The empirical study is conducted within the telecom industry which may influence the switching frequency because of the deregulations in the beginning of this decade. Our interpretation of valence and activation was based on theoretical assumptions about where various discrete emotions are located on a continuum.

Place, publisher, year, edition, pages
2008.
National Category
Business Administration Psychology
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-18773OAI: oai:DiVA.org:kau-18773DiVA, id: diva2:592413
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2015-01-29

Open Access in DiVA

No full text in DiVA

Authority records BETA

Roos, IngerFriman, Margareta

Search in DiVA

By author/editor
Roos, IngerFriman, Margareta
By organisation
Service Research CenterDepartment of Business AdministrationDepartment of PsychologyThe Service and Market Oriented Transport Research Group
Business AdministrationPsychology

Search outside of DiVA

GoogleGoogle Scholar

urn-nbn

Altmetric score

urn-nbn
Total: 45 hits
CiteExportLink to record
Permanent link

Direct link
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