A Model of Customer Retention of Dissatisfied Business Services Customers

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Provided by: Macquarie University
Topic: Big Data
Format: PDF
This paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the Business-To-Business (B2B) services sector. This paper synthesizes the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment. Five major factors deter customers from switching to an alternative service provider: switching costs; interpersonal relationships; the attractiveness of alternatives; service recovery and inertia.
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