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Customer switching process

หน่วยงาน Central Queensland University, Australia

รายละเอียด

ชื่อเรื่อง : Customer switching process
นักวิจัย : Newby, Leonce. , Medhekar, Anita.
คำค้น : Applied research. , 910201 Consumption. , 910209 Preference, Behaviour and Welfare. , 919999 Economic Framework not elsewhere classified. , 150499 Commercial Services not elsewhere classified. , 150506 Marketing Theory. , Customer relations. , Consumer behavior. , Customer services. , Consumer satisfaction. , Switching antecedents -- Provider perceptions -- Customer/provider switching model
หน่วยงาน : Central Queensland University, Australia
ผู้ร่วมงาน : -
ปีพิมพ์ : 2554
อ้างอิง : http://hdl.cqu.edu.au/10018/920051
ที่มา : Newby, L & Medhekar, A 2011, 'Customer Switching Process', International Journal of Accounting Information Science and Leadership, vol. 4, no. 8, pp.60-80.
ความเชี่ยวชาญ : -
ความสัมพันธ์ : International journal of accounting information science and leadership. Nashville, TN, USA : Intellectbase International Academic Consortium, 2011. Vol. 4, no. 8 (2011), p. 60-80 21 pages Refereed 1940-9524 , ACQUIRE [electronic resource] : Central Queensland University Institutional Repository.
ขอบเขตของเนื้อหา : -
บทคัดย่อ/คำอธิบาย :

The findings of this research are based on a customer perspective of service switching causes. However, there is very little literature on service provider perceptions of customer switching antecedents. To address this gap in the literature, an exploratory study of provider perceptions of customer switching antecedents was undertaken. The purpose of this study was to twofold: (1) to address a potential bias in research reported in the switching domain literature since both customers and providers interact during dyadic service encounters and it is this interaction that results in customer switching (2) to extend switching domain theory by developing a holistic model of switching/retention derived from the extant literature and the findings of this study. During interviews with service providers, field notes of providers’ responses to the researcher’s enquiry about the causes of customer switching were made. These field notes were transcribed and the transcriptions were subjected to a content analysis. The main findings of the research were that service providers perceived antecedents of customer switching to be: (1) core service failure, expediency and competition (2) demographic factors of age and gender influenced customer switching behaviour. The main contribution of the research is that fewer causes of switching were perceived by providers to be antecedents of customer switching than those identified in research relying solely on the customer perspective of the causes of switching.

บรรณานุกรม :
Newby, Leonce. , Medhekar, Anita. . (2554). Customer switching process.
    กรุงเทพมหานคร : Central Queensland University, Australia.
Newby, Leonce. , Medhekar, Anita. . 2554. "Customer switching process".
    กรุงเทพมหานคร : Central Queensland University, Australia.
Newby, Leonce. , Medhekar, Anita. . "Customer switching process."
    กรุงเทพมหานคร : Central Queensland University, Australia, 2554. Print.
Newby, Leonce. , Medhekar, Anita. . Customer switching process. กรุงเทพมหานคร : Central Queensland University, Australia; 2554.