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Cited by 1,305Customer Service Quality and LoyaltyCustomer churn and segmentationService and Product Innovation

The DOI matches its Crossref record; 110 of the 112 references it cites were found in a registry or an index.

Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers

Open access
Ganesh, Jaishankar, Arnold, Mark J., Reynolds, Kristy E.·2000·Journal of Marketing
DOI 10.1509/jmkg.64.3.65.18028
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Abstract

Creating and maintaining customer loyalty has become a strategic mandate in today's service markets. Recent research suggests that customers differ in their value to a firm, and therefore customer retention and loyalty-building efforts should not necessarily be targeted to all customers of a firm. Given these sentiments, it is becoming increasingly necessary for firms to have a thorough understanding of their customer base. Yet current knowledge is limited in providing insights to firms regarding the differences within their customer base. This research comprises two studies in which the authors examine the differences among internal customer groups in a service industry. As theory suggests and as is empirically validated here, customers who have switched service providers because of dissatisfaction seem to differ significantly from other customer groups in their satisfaction and loyalty behaviors. The findings offer some interesting implications for both marketing theory and practice.

Overview

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Crossref · 10.1509/jmkg.64.3.65.18028

Cites

110 of 110 references verified0 citation errors · 0 not checkable

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Citations

Cites

Show all 112 references

Research works printed but not linked: 26

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Metadata

Authors
Ganesh, J., Arnold, M. J., & Reynolds, K. E.
Affiliations
University of Central Florida (US)
ORCID
Ganesh, Jaishankar
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2000-07
Volume
64
Issue
3
Pages
65-87
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.64.3.65.18028
OpenAlex
W2159105921
Cited by
1,305
References
112
Citations by year
2026: 9 · 2025: 23 · 2024: 36 · 2023: 32 · 2022: 37 · 2021: 61 · 2020: 67 · 2019: 73 · 2018: 61 · 2017: 68 · 2016: 70 · 2015: 71 · 2014: 70 · 2013: 75 · 2012: 73
FWCI
32.44
Type
journal article
Language
en
Open access
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
  • Journal of Marketing (publishedVersion)
  • Journal of International Crisis and Risk Communication Research (submittedVersion)
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, customer retention, customer loyalty, customer satisfaction, customer segmentation, service providers, customer value, customer dissatisfaction

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