An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling

Venkata Yanamandram and Lesley White

Australasian marketing journal, 2010, vol. 18, issue 4, 222-232

Abstract: This study extends the body of literature concerning service switching, complaint handling, dependence and commitment by investigating why dissatisfied B2B customers do not switch service providers. Specifically, it develops and tests a social exchange-based model examining how dissatisfied, but behaviourally loyal, customers act in terms of their repurchase intentions.

Keywords: Dissatisfied customers; Business services; Customer retention; Dependence; Calculative commitment; Social exchange (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:aumajo:v:18:y:2010:i:4:p:222-232

DOI: 10.1016/j.ausmj.2010.07.005

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