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Analyse von Kundenabwanderungen — Forschungsstand, Erklärungsansätze, Implikationen

Author

Listed:
  • Manfred Bruhn

    (Universität Basel)

  • Silke Michalski

    (Hochschule für Wirtschaft (HSW), Luzern)

Abstract

Summary In recent years, the phenomenon of relationship ending has received increasing attention from marketing researchers. This article contributes to this research area by developing a process-oriented model of relationship ending. It was empirically examined combining qualitative and quantitative data from retail banking. The research illustrates, that relationship ending can be explained in terms of characteristics, phases and types of the process. As a result, the MPT-model will be introduced.

Suggested Citation

  • Manfred Bruhn & Silke Michalski, 2003. "Analyse von Kundenabwanderungen — Forschungsstand, Erklärungsansätze, Implikationen," Schmalenbach Journal of Business Research, Springer, vol. 55(5), pages 431-454, August.
    • Handle: RePEc:spr:sjobre:v:55:y:2003:i:5:d:10.1007_bf03372712
    DOI: 10.1007/BF03372712
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    References listed on IDEAS

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    1. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    2. Ping, Robert Jr., 1995. "Some uninvestigated antecedents of retailer exit intention," Journal of Business Research, Elsevier, vol. 34(3), pages 171-180, November.
    3. Haugland, Sven A., 1999. "Factors Influencing the Duration of International Buyer-Seller Relationships," Journal of Business Research, Elsevier, vol. 46(3), pages 273-280, November.
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    Cited by:

    1. Sylvie Römer & Dieter K. Tscheulin, 2008. "Die Bedeutung von Vertrauen in risikoreichen Kooperationsentscheidungen — Analyse der theoretischen Grundlagen und empirische Überprüfung," Schmalenbach Journal of Business Research, Springer, vol. 60(5), pages 434-458, August.

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    More about this item

    Keywords

    M3; M31;

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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