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Cited by 10Customer Service Quality and LoyaltyTechnology Adoption and User BehaviourConsumer Market Behavior and Pricing

The “I Love To Hate Them” Relationship with Cell Phone Service Providers: The Role of Customer Inertia and Anger

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Carter, Leanne, Gray, David, D'Alessandro, Steven, Johnson, Lester·2016·Services Marketing Quarterly
DOI 10.1080/15332969.2016.1217680
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Abstract

This qualitative study of both switchers and nonswitchers in the telecommunication service provider industry affords new insights into consumers’ switching behaviors and the role of inertia in the context of the telecommunications industry, and why people may avoid switching even when their circumstances allow them this option. What also emerges from this research is not only the effect of consumer perceptions of particular transactions, but also that the perception of the overall market conditions in terms of fairness and trust of all providers is an important basis for the consideration of switching.

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Crossref · 10.1080/15332969.2016.1217680

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Authors
Carter, L., Gray, D., D'Alessandro, S., & Johnson, L.
Affiliations
  • Macquarie University (AU)
  • Charles Sturt University (AU)
  • Swinburne University of Technology (AU)
Corresponding author
D'Alessandro, Steven
ORCID
Venue
Services Marketing Quarterly
Publisher
Informa UK Limited
Published
2016-10
Volume
37
Issue
4
Pages
225-240
ISSN
  • 1533-2969 (ISSN-L)
  • 1533-2977
DOI
10.1080/15332969.2016.1217680
OpenAlex
W2553479447
Cited by
10
References
45
Citations by year
2026: 1 · 2025: 1 · 2023: 1 · 2022: 3 · 2021: 2 · 2020: 1 · 2017: 1
FWCI
0.65
Type
journal article
Language
en
Open access
Licence
cc-by
Locations
  • Services Marketing Quarterly (publishedVersion)
  • Figshare (submittedVersion, cc-by)
  • Swinburne figshare (Swinburne University of Technology) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
Keywords
telecommunication switching, customer inertia, consumer anger, switching behavior, perceived fairness, trust in providers, market conditions, consumer perception

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