Search Results - subject:"defection"

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Regaining "lost" customers : the predictive power of first-lifetime behavior, the reason for defection, and the nature of the win-back offer

Kumar, V.; Bhagwat, Yashoda; Zhang, Xi Alan - In: Journal of marketing 79 (2015) 4, pp. 34-55

Persistent link: https://www.econbiz.de/10011304639

Customer defection in retail banking : attitudinal and behavioural consequences of failed service quality

Piha, Lamprini P.; Aulōnitēs, Geōrgios I. - In: Journal of service theory and practice : JSTP 25 (2015) 3, pp. 304-326

Persistent link: https://www.econbiz.de/10011305997

Who is (not) convinced to withdraw a contract termination announcement? : A discriminant analysis of mobile communications customers in Germany

Gerpott, Torsten J.; Ahmadi, Nima; Weimar, Daniel - In: Telecommunications policy : the international journal … 39 (2015) 1, pp. 38-52

Persistent link: https://www.econbiz.de/10011336608

Reaching the breaking point : a dynamic process theory of business-to-business customer defection

Hollmann, Thomas; Jarvis, Cheryl Burke; Bitner, Mary Jo - In: Journal of the Academy of Marketing Science 43 (2015) 2, pp. 257-278

Persistent link: https://www.econbiz.de/10010504684

The value of self-service : long-term effects of technology-based self-service usage on customer retention

Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200

Persistent link: https://www.econbiz.de/10010505862

Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies

Iglesias, Víctor; Varela-Neira, Concepción; … - In: Journal of Service Theory and Practice 25 (2015) 6, pp. 700-724

strategies in preventing customer defection following a service failure. Design/methodology/approach – The empirical … investigation is carried out on the retail banking industry with a final sample of 448 real cases of customer retention or defection … additional factor in explaining customer defection, but also show the effects of some attributional dimensions (intentionality …

Persistent link: https://www.econbiz.de/10014907444

Customer defection in retail banking

Piha, Lamprini P.; Avlonitis, George J. - In: Journal of Service Theory and Practice 25 (2015) 3, pp. 304-326

commitment), the direct negative impact of failed service quality on loyalty (the opposite of defection), as well as its indirect … defection are shown to bank managers, providing direction for implementing strategies and mechanisms in order to effectively … reduce the defection rate. Originality/value – The theoretical model, which was in large confirmed through the empirical data …

Persistent link: https://www.econbiz.de/10014907445

The evaluation of business relationships from the buyer's perspective: antecedents to the consideration set for supplier replacement in the South African advertising industry

Van Rensburg, Mari Jansen - 2008

Despite considerable research that has focused on the attributes associated with evaluating and selecting advertising agencies, and an emerging body of literature emphasizing customer loyalty and retention, advertising agency-client investigations have often analysed these attributes in...

Persistent link: https://www.econbiz.de/10009457742

Inducing Cooperation by Self-Stipulated Penalties

Qin, Cheng-Zhong - In: Annals of Economics and Finance 9 (2008) 2, pp. 385-395

individually committing to pay self-stipulated penalties for defection. We provide a complete characterization of self …

Persistent link: https://www.econbiz.de/10009207412

It ain't over 'til it's over : evaluating reacquisition opportunities in business-to-business markets

Leach, Mark P.; Liu, Annie H. - In: Industrial marketing management : the international … 43 (2014) 4, pp. 573-581

Persistent link: https://www.econbiz.de/10010386452