Determinants of ex-customer winback in financial services
Author
Abstract
Suggested Citation
DOI: 10.1016/j.jretconser.2016.05.005
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Nedungadi, Prakash, 1990. "Recall and Consumer Consideration Sets: Influencing Choice without Altering Brand Evaluations," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(3), pages 263-276, December.
- Marc Vanhuele & Malcolm Wright & Robert East, 2008.
"Consumer Behaviour: Applications in Marketing,"
Post-Print
hal-02454375, HAL.
- Marc Vanhuele & Malcolm Wright & Robert East, 2008. "Consumer Behaviour: Applications in Marketing," Post-Print hal-00457586, HAL.
- Marc Vanhuele & Malcolm Wright & Robert East, 2008. "Consumer Behaviour: Applications in Marketing," Post-Print hal-02527478, HAL.
- Homburg, Christian & Hoyer, Wayne & Stock-Homburg, Ruth, 2007. "How to Get Lost Customers Back? Insights into Customer Relationship Revival Activities," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35535, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
- East, Robert & Grandcolas, Ursula & Riley, Francesca Dall’Olmo & Lomax, Wendy, 2012. "Reasons for switching service providers," Australasian marketing journal, Elsevier, vol. 20(2), pages 164-170.
- Buckinx, Wouter & Van den Poel, Dirk, 2005.
"Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting,"
European Journal of Operational Research, Elsevier, vol. 164(1), pages 252-268, July.
- W. Buckinx & D. Van Den Poel, 2003. "Customer Base Analysis: Partial Defection of Behaviorally-Loyal Clients in a Non-Contractual FMCG Retail Setting," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/178, Ghent University, Faculty of Economics and Business Administration.
- F. Thomas Juster, 1966. "Consumer Buying Intentions and Purchase Probability: An Experiment in Survey Design," NBER Books, National Bureau of Economic Research, Inc, number just66-2, July.
- Weiner, Bernard, 2000. "Attributional Thoughts about Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(3), pages 382-387, December.
- Mazaheri, Ebrahim & Basil, Debra Z. & Yanamandram, Venkata & Daroczi, Zoltan, 2011. "The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 235-245.
- Homburg, Christian & Hoyer, Wayne & Stock, Ruth, 2007. "How to Get Lost Customers Back? A Study of Antecedents of Relationship Revival," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60474, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
- Moshe Givon, 1984. "Variety Seeking Through Brand Switching," Marketing Science, INFORMS, vol. 3(1), pages 1-22.
- Fournier, Susan, 1998. "Consumers and Their Brands: Developing Relationship Theory in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 343-373, March.
- Ahn, Jae-Hyeon & Han, Sang-Pil & Lee, Yung-Seop, 0. "Customer churn analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry," Telecommunications Policy, Elsevier, vol. 30(10-11), pages 552-568, November.
- Bogomolova, Svetlana & Romaniuk, Jenni, 2009. "Brand defection in a business-to-business financial service," Journal of Business Research, Elsevier, vol. 62(3), pages 291-296, March.
- Hauser, John R & Wernerfelt, Birger, 1990. "An Evaluation Cost Model of Consideration Sets," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(4), pages 393-408, March.
- Bogomolova, Svetlana, 2010. "Life after death? Analyzing post-defection consumer brand equity," Journal of Business Research, Elsevier, vol. 63(11), pages 1135-1141, November.
- Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
- Homburg, Christian & Hoyer, Wayne & Stock-Homburg, Ruth, 2007. "How to get lost costumers back? Insights into customer relationship revival activities," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 29590, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Meire, Matthijs, 2021. "Customer comeback: Empirical insights into the drivers and value of returning customers," Journal of Business Research, Elsevier, vol. 127(C), pages 193-205.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Gerpott, Torsten J. & Ahmadi, Nima & Weimar, Daniel, 2015. "Who is (not) convinced to withdraw a contract termination announcement? – A discriminant analysis of mobile communications customers in Germany," Telecommunications Policy, Elsevier, vol. 39(1), pages 38-52.
- Doreén Pick & Jacquelyn S. Thomas & Sebastian Tillmanns & Manfred Krafft, 2016. "Customer win-back: the role of attributions and perceptions in customers’ willingness to return," Journal of the Academy of Marketing Science, Springer, vol. 44(2), pages 218-240, March.
- Bogomolova, Svetlana, 2010. "Life after death? Analyzing post-defection consumer brand equity," Journal of Business Research, Elsevier, vol. 63(11), pages 1135-1141, November.
- Jooa Baek & Jaeseok Lee, 2021. "A Conceptual Framework on Reconceptualizing Customer Share of Wallet (SOW): As a Perspective of Dynamic Process in the Hospitality Consumption Context," Sustainability, MDPI, vol. 13(3), pages 1-11, January.
- Romaniuk, Jenni & Nenycz-Thiel, Magda, 2016. "Lapsed buyers' durable brand consideration in emerging markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3645-3651.
- Bogomolova, Svetlana & Anesbury, Zachary & Lockshin, Larry & Kapulski, Natasha & Bogomolov, Tim, 2019. "Exploring the incidence and antecedents of buying an FMCG brand and UPC for the first time," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 121-129.
- Sahay, Arvind, 2013. "A Customer Oriented Approach To Identifying Competitive Advantage," IIMA Working Papers WP2013-05-08, Indian Institute of Management Ahmedabad, Research and Publication Department.
- Amankwah-Amoah, Joseph, 2014. "Old habits die hard: A tale of two failed companies and unwanted inheritance," Journal of Business Research, Elsevier, vol. 67(9), pages 1894-1903.
- Hauser, John R., 2014. "Consideration-set heuristics," Journal of Business Research, Elsevier, vol. 67(8), pages 1688-1699.
- Xitong Li & Jörn Grahl & Oliver Hinz, 2022.
"How Do Recommender Systems Lead to Consumer Purchases? A Causal Mediation Analysis of a Field Experiment,"
Information Systems Research, INFORMS, vol. 33(2), pages 620-637, June.
- Xitong Li & Jörn Grahl & Oliver Hinz, 2021. "How Do Recommender Systems Lead to Consumer Purchases? A Causal Mediation Analysis of a Field Experiment," Working Papers hal-03869071, HAL.
- Bian, Xuemei & Moutinho, Luiz, 2009. "An investigation of determinants of counterfeit purchase consideration," Journal of Business Research, Elsevier, vol. 62(3), pages 368-378, March.
- Hauser, John R. & Urban, Glen L. & Weinberg, Bruce D., 1992. "Time flies when you're having fun : how consumers allocate their time when evaluating products," Working papers 3439-92., Massachusetts Institute of Technology (MIT), Sloan School of Management.
- Donald R. Lehmann & Jeffrey R. Parker, 2017. "Disadoption," AMS Review, Springer;Academy of Marketing Science, vol. 7(1), pages 36-51, June.
- Nguyen, Cathy & Faulkner, Margaret & Yang, Song & Williams, John & Tong, Luqiong, 2022. "Mind the gap: Understanding the gap between intentions and behaviour in the charity context," Journal of Business Research, Elsevier, vol. 148(C), pages 216-224.
- Nenycz-Thiel, Magda & Sharp, Byron & Dawes, John & Romaniuk, Jenni, 2010. "Competition for memory retrieval between private label and national brands," Journal of Business Research, Elsevier, vol. 63(11), pages 1142-1147, November.
- Desmichel, Perrine & Kocher, Bruno, 2020. "Luxury Single- versus Multi-Brand Stores: The Effect of Consumers’ Hedonic Goals on Brand Comparisons," Journal of Retailing, Elsevier, vol. 96(2), pages 203-219.
- LAURENT, Gilles & LAMBERT-PANDRAUD, Raphaelle, 2002. "Age-induced decision shrinkage, another avenue to repeat purchase: the example of new automobiles," HEC Research Papers Series 748, HEC Paris.
- Fernandes, Teresa & Calamote, Ana, 2016. "Unfairness in consumer services: Outcomes of differential treatment of new and existing clients," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 36-44.
- Vishal Bindroo & Xin He & Raj Echambadi, 2016. "Satisfaction—Repurchase Intentions Relationship: Exploring the Contingent Roles of Consideration Set Size and Price Consciousness," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 3(3), pages 115-125, December.
- Jianan Wu & Arvind Rangaswamy, 2003. "A Fuzzy Set Model of Search and Consideration with an Application to an Online Market," Marketing Science, INFORMS, vol. 22(3), pages 411-434, March.
More about this item
Keywords
Customer winback; Defection; Ex-customers;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:32:y:2016:i:c:p:1-6. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.