The influence of active and passive customer behaviour on switching in customer relationships
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
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.
active and passive customrs, conscious and unconscious thoughts, customer behaviour, customer relations, sensitivity in customer relationship, stability in customer relationship, sweden, triggers
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-27352DOI: 10.1108/09604521111159771ISI: 000295903400001OAI: oai:DiVA.org:kau-27352DiVA: diva2:622612