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Service Switching, Word-Of-Mouth, And New Provider Search: A Five Country Exploratory Study

Author

Listed:
  • Robert Frankel
  • Scott R. Swanson
  • Mariusz Sagan

Abstract

Based on a conceptual framework provided by Keaveney (1995), the current study explores the reasons service customers switch providers and the related post-switching behaviors in five countries. Specifically, we identify statistically significant differences between the investigated nations in 1) the frequency of the types of reported switching incidents, and 2) the word-of-mouth (private voice and public complaint) behavior. Search strategies for a new service provider were not found to differ substantially across the countries. The paper includes a discussion of the managerial implications of the findings as well as study limitations and potential future research directions.

Suggested Citation

  • Robert Frankel & Scott R. Swanson & Mariusz Sagan, 2013. "Service Switching, Word-Of-Mouth, And New Provider Search: A Five Country Exploratory Study," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 6(2), pages 11-20.
    • Handle: RePEc:ibf:ijmmre:v:6:y:2013:i:2:p:11-20
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    References listed on IDEAS

    as
    1. Michael R Mullen, 1995. "Diagnosing Measurement Equivalence in Cross-National Research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 26(3), pages 573-596, September.
    2. Kevin Y Au, 1999. "Intra-cultural Variation: Evidence and Implications for International Business," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 30(4), pages 799-812, December.
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    More about this item

    Keywords

    Consumer Research; Customer; Relationship;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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