Why customers do and do not switch

Per Kristensson, Herbjørn Nysveen, Helge Thorbjørnsen

Forskningsoutput: Kapitel i bok/rapport/konferenshandlingKapitelVetenskapligPeer review

1 Citeringar (Scopus)

Sammanfattning

The chapter focuses on why customers do and do not switch. Switching is when a customer leaves a service provider for another one. The research presented looks at how customers perceive equity-related aspects, such as economic fairness, on the one hand, and more psychological determinants, such as cognitive and affective aspects, on the other hand. A review of the literature shows why customers sometimes switch and highlights the need to identify and understand how barriers and triggers affect them in this sense. By understanding barriers and triggers, switching processes are either facilitated or stifled and thus affect the likelihood of a customer adopting a new service innovation or not.
OriginalspråkEngelska
Titel på gästpublikationInnovating for Trust
RedaktörerMarika Lüders, Tor W. Andreassen, Simon Clatworthy, Tore Hillestad
FörlagEdward Elgar
Utgivningsdatum2017
Sidor353-371
ISBN (tryckt)9781785369476
ISBN (elektroniskt)9781785369483
DOI
StatusPublicerad - 2017
MoE-publikationstypA3 Del av bok eller annat samlingsverk

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