Service Switching, Word-of-Mouth, and New Provider Search: A Five Country Exploratory Study

International Journal of Management and Marketing Research, v. 6 (2) p. 11-20

10 Pages Posted: 1 Feb 2014

See all articles by Robert Frankel

Robert Frankel

University of North Florida - Department of Management, Marketing, and Logistics

Scott R. Swanson

University of Wisconsin - Eau Claire

Mariusz Sagan

Warsaw School of Economics (SGH)

Date Written: 2013

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

JEL Classification: M300

Suggested Citation

Frankel, Robert and Swanson, Scott R. and Sagan, Mariusz, Service Switching, Word-of-Mouth, and New Provider Search: A Five Country Exploratory Study (2013). International Journal of Management and Marketing Research, v. 6 (2) p. 11-20, Available at SSRN: https://ssrn.com/abstract=2323800

Robert Frankel (Contact Author)

University of North Florida - Department of Management, Marketing, and Logistics ( email )

College of Business Administration
4567 St. Johns Bluff Road South
Jacksonville, FL 32224-2675
United States

Scott R. Swanson

University of Wisconsin - Eau Claire ( email )

Accounting and Finance

Mariusz Sagan

Warsaw School of Economics (SGH) ( email )

aleja Niepodleglosci 162
PL-Warsaw, 02-554
Poland

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