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Cited by 99Customer Service Quality and LoyaltyCustomer churn and segmentationService and Product Innovation

A model of customer retention of dissatisfied business services customers

White, Lesley, Yanamandram, Venkata·2007·Managing Service Quality: An International Journal
DOI 10.1108/09604520710744317
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Abstract

Purpose: The purpose of 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. Design/methodology/approach: This review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment. Findings: Five major factors deter customers from switching to an alternative service provider: switching costs; interpersonal relationships; the attractiveness of alternatives; service recovery; and inertia. These factors are mediated by dependence and calculative commitment. Originality/value: This is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and service recovery.

Integrity signals

Registry

Crossref · 10.1108/09604520710744317

Cites

110 of 110 references verified0 citation errors · 0 not checkable

Statistics

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Claims the paper makes

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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 first perspective on customer inertia is associated with lack of attractive alternatives, and the second describes inertia as a function of customers' passivity, inactivity, and non-conspicuousness.

    “The first perspective on customer inertia has been associated with lack of attractive alternatives (Bozzo 2002; Colgate and Lang 2001) and the second described inertia as a function of customers’ passivity, inactivity, and non-conspicuousness (White and Yanamandram 2007).”

    From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as White and Yanamandram 2007

Cites

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3 of the 113 references couldn’t be matched to a known paper.

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Related

Authors
White, L., & Yanamandram, V.
Affiliations
  • Macquarie University (AU)
  • University of Wollongong (AU)
ORCID
Venue
Managing Service Quality: An International Journal
Publisher
Emerald
Published
2007-05-22
Volume
17
Issue
3
Pages
298-316
ISSN
0960-4529 (ISSN-L)
DOI
10.1108/09604520710744317
OpenAlex
W2023337817
Cited by
99
References
113
Citations by year
2026: 1 · 2024: 4 · 2023: 4 · 2022: 4 · 2021: 6 · 2020: 2 · 2019: 5 · 2018: 8 · 2017: 8 · 2016: 9 · 2015: 7 · 2014: 4 · 2013: 13 · 2012: 6
FWCI
7.14
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
  • Managing Service Quality (publishedVersion)
  • Research Online (University of Wollongong) (submittedVersion)
  • Figshare (submittedVersion)
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 › Service and Product Innovation
Keywords
customer retention, customer dissatisfaction, business-to-business services, switching barriers, switching costs, interpersonal relationships, dependency, calculative commitment, service recovery, inertia, behavioral loyalty

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