SERVICE SWITCHING, WORD-OF-MOUTH, AND NEW PROVIDER SEARCH: A FIVE COUNTRY EXPLORATORY STUDY

Robert Frankel, Scott R. Swanson and Mariusz Sagan

International Journal of Management and Marketing Research, 2013, vol. 6, issue 2, 11-20

Abstract: Based on a conceptual framework provided by Keaveney (1995), the current study explores the reasons service customers switch providers and the related post-switching behaviors in five countries. Specifically, we identify statistically significant differences between the investigated nations in 1) the frequency of the types of reported switching incidents, and 2) the word-of-mouth (private voice and public complaint) behavior. Search strategies for a new service provider were not found to differ substantially across the countries. The paper includes a discussion of the managerial implications of the findings as well as study limitations and potential future research directions.

Keywords: Consumer Research; Customer; Relationship (search for similar items in EconPapers)
JEL-codes: M30 (search for similar items in EconPapers)
Date: 2013
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