The current work adopts the theoretical perspective of migration models to pinpoint causes that may lead consumers to exit and compares two contrasting cultural contexts, Spain and Venezuela, in the area of car insurance. Whereas in Spain consumers are conscious of, and very much adhere to, the...

Purpose – The objective of this work is to provide evidence of customer switching intentions as a complex phenomenon involving a series of firm actions – service quality failures, unfair price, low perceived commitment and anger incidents – and factors relating to the purchase situation or...