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The “I Love To Hate Them” relationship with cell phone service providers: the role of customer inertia and anger
journal contribution
posted on 2023-05-20, 12:18 authored by Carter, L, Gray, D, Steven D'Alessandro, Johnson, LThis qualitative study of both switchers and nonswitchers in the telecommunication service provider industry affords new insights into consumers’ switching behaviors and the role of inertia in the context of the telecommunications industry, and why people may avoid switching even when their circumstances allow them this option. What also emerges from this research is not only the effect of consumer perceptions of particular transactions, but also that the perception of the overall market conditions in terms of fairness and trust of all providers is an important basis for the consideration of switching.
History
Publication title
Services Marketing QuarterlyVolume
37Issue
4Pagination
225-240ISSN
1533-2969Department/School
TSBEPublisher
RoutledgePlace of publication
United StatesRights statement
Copyright 2016 Taylor & Francis Group, LLCRepository Status
- Restricted