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The influence of active and passive customer behaviour on switching in customer relationships
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, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
2011 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 21, no 5, 448-464 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this study is to examine the relationship between active/passive customer behavior and loyalty (responses to switching triggers) in customer relationships.

Design/methodology/approach – A longitudinal study (seven years) is undertaken of the roles of various triggers and active/passive customers in analyzing the processes that lead to customers changing their service provider in the context of the Swedish telecommunications retail industry.

Findings – Triggers affect customers' evaluations of service in different ways and cause varying kinds of behavior, depending on whether the customers are active or passive in their customer relationships.

Originality/value – The study offers new insights into the difference between active and passive customers, which facilitates the design of loyalty-enhancing communications between providers and their customers.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2011. Vol. 21, no 5, 448-464 p.
Keyword [en]
active and passive customrs, conscious and unconscious thoughts, customer behaviour, customer relations, sensitivity in customer relationship, stability in customer relationship, sweden, triggers
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-27352DOI: 10.1108/09604521111159771ISI: 000295903400001OAI: oai:DiVA.org:kau-27352DiVA: diva2:622612
Available from: 2013-05-22 Created: 2013-05-22 Last updated: 2016-10-07Bibliographically approved

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Roos, IngerGustafsson, Anders
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