Abstract
Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers' reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.
Keywords
BusinessMarketingService (business)Profitability indexExploratory researchCritical Incident TechniqueTertiary sector of the economyService recoveryCustomer advocacyService qualityFinance
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Publication Info
- Year
- 1995
- Type
- article
- Volume
- 59
- Issue
- 2
- Pages
- 71-71
- Citations
- 2438
- Access
- Closed
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Cite This
Susan M. Keaveney
(1995).
Customer Switching Behavior in Service Industries: An Exploratory Study.
Journal of Marketing
, 59
(2)
, 71-71.
https://doi.org/10.2307/1252074
Identifiers
- DOI
- 10.2307/1252074