Consumer responses to dissatisfaction with financial service providers: An exploration of why some stay while others switch
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
The reluctance to change service provider has been attributed to customer inertia.
“The reluctance to change service provider has been attributed to customer inertia (Bawa 1990; Meidan 1996; Panther and Farquhar 2004; White and Yanamandram 2004).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Panther and Farquhar 2004
Cites
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355 · see citing works
Taylor, K. M. G., Nettleton, S., & Harding, G. (2010) · Taylor & Francis eBooks · doi:10.4324/9780203381175_chapter_9 · Cited by 14,635 · see citing works
Customer Loyalty: Toward an Integrated Conceptual Framework
Dick, A. S., & Basu, K. (1994) · Journal of the Academy of Marketing Science · doi:10.1177/0092070394222001 · Cited by 6,758 · see citing works
(1970) · Cited by 3,618 · see citing works
The complex relationship between consumer satisfaction and brand loyalty
Bloemer, J. M. M., & Kasper, H. D. P. (1995) · Journal of Economic Psychology · doi:10.1016/0167-4870(95)00007-b · Cited by 1,075 · see citing works
Determinants of customer satisfaction in retail banking
Levesque, T. J., & McDougall, G. H. G. (1996) · International Journal of Bank Marketing · doi:10.1108/02652329610151340 · Cited by 862 · see citing works
A typology of consumer dissatisfaction response styles
Singh, J. (1990) · Journal of Retailing · Cited by 443 · see citing works
Consumer decision processes : marketing and advertising implications
Nicosia, F. M. (1966) · Cited by 310 · see citing works
A Multivariate Analysis of Responses to Dissatisfaction
Richins, M. L. (1987) · Journal of the Academy of Marketing Science · doi:10.1177/009207038701500303 · Cited by 296 · see citing works
Marketing Management: A Relationship Approach
Hollensen, S. (2002) · Cited by 245 · see citing works
A transaction cost approach to consumer dissatisfaction and complaint actions∗
Grønhaug, K., & Gilly, M. C. (1991) · Journal of Economic Psychology · doi:10.1016/0167-4870(91)90048-x · Cited by 135 · see citing works
Characteristics of Consumer Complainants: Implications for Marketing and Public Policy
Moyer, M. S. (1984) · Journal of Public Policy & Marketing · doi:10.1177/074391568400300105 · Cited by 67 · see citing works
Identifying Consumer Dissatisfaction Response Styles: An Agenda for Future Research
Singh, J. (1990) · European Journal of Marketing · doi:10.1108/03090569010140516 · Cited by 63 · see citing works
Flagged first, then by citations
Cited by
Sorted by citations
Switching barriers in business‐to‐business services: a qualitative study
Yanamandram, V., & White, L. (2006) · International Journal of Service Industry Management · doi:10.1108/09564230610656980 · Cited by 187 · see citing works
A model of customer retention of dissatisfied business services customers
White, L., & Yanamandram, V. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744317 · Cited by 99 · see citing works
Interactions and consequences of inertia and switching costs
Lee, R., & Neale, L. (2012) · Journal of Services Marketing · doi:10.1108/08876041211245281 · Cited by 78 · see citing works
Kautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25 · see citing works
- Authors
- Panther, T., & Farquhar, J. D.
- Affiliations
- Oxford Brookes University (GB)
- Corresponding author
- Panther, Tracy
- Venue
- Journal of Financial Services Marketing
- Published
- 2004-06
- Volume
- 8
- Issue
- 4
- Pages
- 343-353
- ISSN
- 1363-0539 (ISSN-L)
- 1479-1846
- OpenAlex
- W2028028374
- Cited by
- 81
- References
- 13
- Citations by year
- 2026: 2 · 2025: 2 · 2024: 3 · 2023: 4 · 2022: 3 · 2021: 3 · 2020: 3 · 2019: 2 · 2018: 1 · 2017: 2 · 2016: 5 · 2015: 6 · 2014: 4 · 2013: 4 · 2012: 5
- FWCI
- 6.50
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Journal of Financial Services Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- customer dissatisfaction, financial services, customer loyalty, exit and voice, service dissatisfaction, consumer behavior, customer retention
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
