Reasons for switching service providers

Robert East, Ursula Grandcolas, Riley, Francesca Dall’Olmo and Wendy Lomax

Australasian marketing journal, 2012, vol. 20, issue 2, 164-170

Abstract: This paper examines the reasons that people give for switching services. It is designed to test previous work and to extend knowledge by showing how the frequencies of different reasons vary by type of service. Unlike previous work using Critical Incident Technique (CIT), surveys are used to gather data on switching reasons. It is argued that CIT tends to select in favour of event-related reasons and against condition-related reasons.

Keywords: Service switching; Reasons for switching; Service types; CIT; Retrieval bias (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:aumajo:v:20:y:2012:i:2:p:164-170

DOI: 10.1016/j.ausmj.2011.12.001

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