TY - JOUR
AU1 - Inger Roos
AU2 - Anders Gustafsson
AB - Purpose – The purpose of this study is to examine the relationship between active/passive customer behavior and loyalty (responses to switching triggers) in customer relationships. Design/methodology/approach – A longitudinal study (seven years) is undertaken of the roles of various triggers and active/passive customers in analyzing the processes that lead to customers changing their service provider in the context of the Swedish telecommunications retail industry. Findings – Triggers affect customers' evaluations of service in different ways and cause varying kinds of behavior, depending on whether the customers are active or passive in their customer relationships. Originality/value – The study offers new insights into the difference between active and passive customers, which facilitates the design of loyalty‐enhancing communications between providers and their customers.
TI - The influence of active and passive customer behavior on switching in customer relationships
JF - Managing Service Quality
DO - 10.1108/09604521111159771
DA - 2011-09-06
UR - https://www.deepdyve.com/lp/emerald-publishing/the-influence-of-active-and-passive-customer-behavior-on-switching-in-904q1SQ9nU
SP - 448
EP - 464
VL - 21
IS - 5
DP - DeepDyve
ER -