Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

CiteULike is a free service for managing and discovering scholarly references - click here to get started.

Sign In to gain access to subscriptions and/or personal tools.
Journal of Service Research
This Article
Right arrow Full Text (PDF)
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Right arrow Citation Map
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via HighWire
Right arrow Citing Articles via Google Scholar
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Roos, I.
Right arrow Articles by Gustafsson, A.
Right arrow Search for Related Content
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

Understanding Frequent Switching Patterns

Inger Roos

Karlstad University, inger.roos{at}ihroos.fi

Anders Gustafsson

Karlstad University

Given the growing competition in the global market, it is becoming increasingly important for companies to retain their existing customers, that is, to preempt frequent switching. A fruitful way of gaining knowledge about customers' switching behavior is to examine the role of various factors in their switching processes. This qualitative study, based on data from telecom operators, offers new insights by identifying and defining the role of prejudice in customers' rationale for leaving one telecom operator in favor of another. The research also identifies whether the customers are actively or passively engaged in the switching process, which seems to be important in terms of linking prejudice to frequent switching. The findings have important implications for the successful management of customer relationships because they point to instability in customer populations.

Key Words: frequent switchers • customer relationships • triggers • loyalty

Journal of Service Research, Vol. 10, No. 1, 93-108 (2007)
DOI: 10.1177/1094670507303232
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?


This article has been cited by other articles:


Home page
 Journal of Service ResearchHome page
J. Hogreve and D. D. Gremler
Twenty Years of Service Guarantee Research: A Synthesis
Journal of Service Research, May 1, 2009; 11(4): 322 - 343.
[Abstract] [PDF]

Home page
 Journal of Service ResearchHome page
M. Tsiros, W. T. Ross Jr, and V. Mittal
How Commitment Influences the Termination of B2B Exchange Relationships
Journal of Service Research, February 1, 2009; 11(3): 263 - 276.
[Abstract] [PDF]