Change search
ReferencesLink to record
Permanent link

Direct link
Understanding Frequent Switching Patterns - a Crucial Element in Managing Customer Relationships
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 Business Administration.ORCID iD: 0000-0001-8278-1442
2007 (English)In: Journal of Service ResearchArticle in journal (Refereed)
Abstract [en]

Given the growing competition in the global market, it is becoming increasingly important for companies to retain their existing customers, i.e., to pre-empt frequent switching. A fruitful way of gaining more knowledge about customers switching behavior is to examine the role of various factors in their switching processes. This qualitative study, based on data from telecom operators, offers new insights by identifying and defining the role of prejudice in customers rationale for leaving one telecom operator in favor of another. The research also identifies whether the customers are actively or passively engaged in the switching process, which seems to be important in terms of linking prejudice to frequent switching. The findings have important implications for the successful management of customer relationships since they point to instability in customer populations

Place, publisher, year, edition, pages
2007.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-25163OAI: oai:DiVA.org:kau-25163DiVA: diva2:598938
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2014-12-11

Open Access in DiVA

No full text

Search in DiVA

By author/editor
Roos, IngerGustafsson, Anders
By organisation
Service Research CenterDepartment of Business Administration
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

Total: 18 hits
ReferencesLink to record
Permanent link

Direct link