CoChat
Sign Up
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
Open this paper in CoChat — free account

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

Integrity signals

Registry

Crossref · 10.1509/jmkg.64.3.65.18028

Cites

110 of 110 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Verification

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

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?

Citations

Cites

Research works printed but not linked: 26

  1. 10.1177/002224378302000103 · DOI
  2. 10.1177/002224299405800408 · DOI
  3. Blattberg Robert C., 1996, Harvard Business Review, 74, 136
  4. 10.1177/002224378702400307 · DOI
  5. 10.1177/002224378201900410 · DOI · Paper page
  6. Day George S., 1969, Journal of Advertising, 9, 29
  7. Dowling Graham R., 1997, Sloan Management Review, 38, 71
  8. 10.1177/002224299205600103 · DOI · Paper page
  9. 10.1177/002224299606000403 · DOI · Paper page
  10. Houston Michael J., 1978, “A Paradigm for Research on Consumer Involvement,”
  11. 10.1177/002224299505900206 · DOI · Paper page
  12. LaTour Stephen A., 1979, Advances in Consumer Research, 6, 431
  13. LaTour Stephen A., 1980, Advances in Consumer Research, 7, 588
  14. 10.1177/002224299906300206 · DOI
  15. Nunnally Jum C., 1978, Psychometric Theory.
  16. O'Brien Louise, 1995, Harvard Business Review, 73, 75
  17. Parasuraman A., 1988, Journal of Retailing, 64, 12
  18. Reichheld Frederick F., 1993, Harvard Business Review, 71, 64
  19. Reichheld Frederick F., 1990, Journal of Retail Banking, 4, 19
  20. Sherif Musafer, 1947, The Psychology of Ego-Involvement.
  21. Swan John E., 1989, Journal of Retailing, 65, 516
  22. 10.1177/002224378802500209 · DOI
  23. Westbrook Robert A., 1981, Journal of Retailing, 57, 68
  24. Westbrook Robert A., 1981, Advances in Consumer Research, 8, 94
  25. 10.1177/002224378302000308 · DOI
  26. 10.1177/002224299606000203 · DOI · Paper page

Cited by

Sorted by citations

See all 1,305

Related

See all

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

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