AbstractsBusiness Management & Administration

Service customers' switching behaviour

by Leonce. Newby

Institution: Central Queensland University
Year: 2013
Keywords: Customer services.; Switching theory.; Service industries Marketing.; Qualitative research.; Quantitative research.; Applied research.; 150501 Consumer-Oriented Product or Service Development.; 910403 Marketing.; Thesis; Book. e-thesis
Record ID: 1056725
Full text PDF: http://hdl.cqu.edu.au/10018/1028996


Switching describes a composite set of related behaviours engaged in by customers when they replace or exchange a service provider. This behaviour is dynamic and muti-dimensional. In much of the previous switching research, these qualities have gone unrecognised. A sophisticated holistic account of customer service switching behaviour provides better insights into the management of customer/provider relationships, thereby providing a strategic opportunity for service businesses to increase their market share and profitability.