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Reasons for switching service providers

Author

Listed:
  • East, Robert
  • Grandcolas, Ursula
  • Riley, Francesca Dall’Olmo
  • Lomax, Wendy

Abstract

This paper examines the reasons that people give for switching services. It is designed to test previous work and to extend knowledge by showing how the frequencies of different reasons vary by type of service. Unlike previous work using Critical Incident Technique (CIT), surveys are used to gather data on switching reasons. It is argued that CIT tends to select in favour of event-related reasons and against condition-related reasons.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:aumajo:v:20:y:2012:i:2:p:164-170
    DOI: 10.1016/j.ausmj.2011.12.001
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    References listed on IDEAS

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    1. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    2. Darby, Michael R & Karni, Edi, 1973. "Free Competition and the Optimal Amount of Fraud," Journal of Law and Economics, University of Chicago Press, vol. 16(1), pages 67-88, April.
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    Cited by:

    1. Bogomolova, Svetlana, 2016. "Determinants of ex-customer winback in financial services," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 1-6.
    2. 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.
    3. Gerpott, Torsten J. & Ahmadi, Nima, 2015. "Determinants of willingness to look for separate international roaming services—An empirical study of mobile communication customers in Germany," International Journal of Information Management, Elsevier, vol. 35(2), pages 192-203.
    4. Pradeep Kautish & Arpita Khare & Rajesh Sharma, 2022. "Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 261-278, September.
    5. Mohamed, Moataz & Higgins, Chris & Ferguson, Mark & Kanaroglou, Pavlos, 2016. "Identifying and characterizing potential electric vehicle adopters in Canada: A two-stage modelling approach," Transport Policy, Elsevier, vol. 52(C), pages 100-112.
    6. Donald R. Lehmann & Jeffrey R. Parker, 2017. "Disadoption," AMS Review, Springer;Academy of Marketing Science, vol. 7(1), pages 36-51, June.

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