The DOI matches its Crossref record; the references it cites are not checked yet.
Customer Switching Behavior in Service Industries: An Exploratory Study
Abstract
Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers’ reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.
Overview
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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?
Service targets can be classified as core system features or staff-level customer service events.
“Broadly, these service targets can be either core system type features (e.g.hotel room poorly designed / maintained /cleaned) or more staff level customer service events (Hoffman & Bateson, 2006;Keaveney, 1995).”
From The impact of online reviews on hotel booking intentions and perception of trust (2011) · cites this paper as Keaveney, 1995
Citations
The citation lists haven’t been fetched yet
References 40 · Cited by 2,905
Research works printed but not linked: 16
- Berry Leonard L., 1980, Business, 30, 24
- 10.1177/002224299005400206 · DOI
- 10.1177/002224299005400105 · DOI · Paper page
- 10.1177/002224299405800408 · DOI
- 10.1037/h0061470 · DOI · Paper page
- Glaser Barney, 1967, The Discovery of Grounded Theory.
- Hart Christopher W.L., 1990, Harvard Business Review, 148
- Holsti Ole R., 1968, The Handbook of Social Psychology: Research Methods, 2, 596
- Hunt Shelby D., 1983, Marketing Theory.
- 10.1177/002224379303000107 · DOI
- Marketing Science Institute, 1992, Research Priorities 1992–1994: A Guide to MSI Research Programs and Procedures.
- Nyquist Jody D., 1987, Add Value to Your Service, 13
- Reichheld Frederick F., 1990, Harvard Business Review, 68, 105
- Ronan William W., 1974, Studies in Personnel Psychology, 6, 53
- Sasser W. Earl, 1976, Harvard Business Review, 54, 133
- Shostack Lynn, 1984, Harvard Business Review, 62, 133
Metadata
- Authors
- Keaveney, S. M.
- Affiliations
- University of Colorado Denver (US)
- Corresponding author
- Keaveney, Susan M.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1995-04
- Volume
- 59
- Issue
- 2
- Pages
- 71-82
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2047562908
- Cited by
- 2,905
- References
- 40
- Citations by year
- 2026: 46 · 2025: 45 · 2024: 74 · 2023: 93 · 2022: 102 · 2021: 111 · 2020: 113 · 2019: 117 · 2018: 134 · 2017: 132 · 2016: 173 · 2015: 149 · 2014: 182 · 2013: 156 · 2012: 166
- FWCI
- 32.09
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › 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 switching, service sector, service companies, customer churn, service quality, consumer behavior, service marketing management
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