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Customer switching process in service industries : an exploration study

หน่วยงาน Central Queensland University, Australia

รายละเอียด

ชื่อเรื่อง : Customer switching process in service industries : an exploration study
นักวิจัย : Newby, Leonce. , Medhekar, Anita.
คำค้น : Wholesale trade. , Retail trade. , Tourism. , Financial services industry. , Service industries , Consumers , Marketing. , TBA. , 900101 Finance Services. , 900103 Superannuation and Insurance Services. , 900204 Wholesale and Retail Trade. , 900301 Economic Issues in Tourism. , 15140299 Applied Economics not elsewhere classified. , Marketing -- Tripartite switching behaviour model -- Switching process
หน่วยงาน : Central Queensland University, Australia
ผู้ร่วมงาน : -
ปีพิมพ์ : 2553
อ้างอิง : http://hdl.cqu.edu.au/10018/54486
ที่มา : Newby, L & Medhekar, A 2010, 'Customer switching process in service industries: an exploration study' in D King (ed) Proceedings of Intellectbase International Consortium, Volume 13 - International Handbook of Academic Research and Training, Las Vegas, NV – USA, December 16-18, 2010, pp. 2-16.
ความเชี่ยวชาญ : -
ความสัมพันธ์ : International handbook of academic research and teaching, Vol. 13 : proceedings of Intellectbase International Consortium, Academic Conference, December 16-18 2010. Nashville, NV, TN 37208 – USA. : Intellectbase International Consortium, 2010. p. 2-16 15 pages Refereed 1940-1876 1940-1868 (online) , ACQUIRE [electronic resource] : Central Queensland University Institutional Repository.
ขอบเขตของเนื้อหา : -
บทคัดย่อ/คำอธิบาย :

Although the causes of a customer’s switching decision have been investigated along with some studies into specific aspects of customers’ post-switching behaviours, there is a paucity of research specifically into the switching process, the phase between the customer’s decision to switch service providers and the establishment of a relationship with a new provider. To address this gap in the switching process literature, a small exploratory study was conducted to establish the nature of the activities that switching customers engage in after their decision to switch providers. A convenience sampling technique selected switching customers who were brought together in four focus groups. Focus group participants were asked to talk about the activities they engaged in after making a recent decision to switch to a current service provider. The participants’ self-reports of the process between their switching decision and engaging a new provider were tape recorded, transcribed and then analysed. The data analysis findings provided evidence that supported the four research propositions developed from a review of the switching domain literature and pertinent consumer behaviour and economics literature.

บรรณานุกรม :
Newby, Leonce. , Medhekar, Anita. . (2553). Customer switching process in service industries : an exploration study.
    กรุงเทพมหานคร : Central Queensland University, Australia.
Newby, Leonce. , Medhekar, Anita. . 2553. "Customer switching process in service industries : an exploration study".
    กรุงเทพมหานคร : Central Queensland University, Australia.
Newby, Leonce. , Medhekar, Anita. . "Customer switching process in service industries : an exploration study."
    กรุงเทพมหานคร : Central Queensland University, Australia, 2553. Print.
Newby, Leonce. , Medhekar, Anita. . Customer switching process in service industries : an exploration study. กรุงเทพมหานคร : Central Queensland University, Australia; 2553.