Service customers' switching behaviour

Newby, Leonce

cqu_12100+SOURCE1+SOURCE1.4.pdf (2.01 MB)

Service customers' switching behaviour

thesis

posted on 2017-12-06, 00:00 authored by Leonce NewbyLeonce Newby

Switching describes a composite set of related behaviours engaged in by customers when they replace or exchange a service provider. This behaviour is dynamic and muti-dimensional. In much of the previous switching research, these qualities have gone unrecognised. A sophisticated holistic account of customer service switching behaviour provides better insights into the management of customer/provider relationships, thereby providing a strategic opportunity for service businesses to increase their market share and profitability.

History

Location

Central Queensland University

Additional Rights

I hereby grant to Central Queensland University or its agents the right to archive and to make available my thesis or dissertation in whole or in part through Central Queensland University’s Institutional Repository, ACQUIRE, in all forms of media, now or hereafter known. I retain all copyright, including the right to use future works (such as articles or books), all or part of this thesis or dissertation.