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Customer switching process in service industries : an exploration study
conference contribution
posted on 2017-12-06, 00:00 authored by Leonce NewbyLeonce Newby, Anita MedhekarAnita MedhekarAlthough the causes of a customer’s switching decision have been investigated along with some studies into specific aspects of customers’ post-switching behaviours, there is a paucity of research specifically into the switching process, the phase between the customer’s decision to switch service providers and the establishment of a relationship with a new provider. To address this gap in the switching process literature, a small exploratory study was conducted to establish the nature of the activities that switching customers engage in after their decision to switch providers. A convenience sampling technique selected switching customers who were brought together in four focus groups. Focus group participants were asked to talk about the activities they engaged in after making a recent decision to switch to a current service provider. The participants’ self-reports of the process between their switching decision and engaging a new provider were tape recorded, transcribed and then analysed. The data analysis findings provided evidence that supported the four research propositions developed from a review of the switching domain literature and pertinent consumer behaviour and economics literature.
Funding
Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)
History
Parent Title
International handbook of academic research and teaching, Vol. 13 : proceedings of Intellectbase International Consortium, Academic Conference, December 16-18 2010.Start Page
2End Page
16Number of Pages
15Start Date
2010-01-01eISSN
1940-1868ISSN
1940-1876Location
Las Vegas, USAPublisher
Intellectbase International ConsortiumPlace of Publication
Nashville, NV, TN 37208 – USAPeer Reviewed
- Yes
Open Access
- No
External Author Affiliations
Faculty of Arts, Business, Informatics and Education; Not affiliated to a Research Institute;Era Eligible
- No