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The “I Love To Hate Them” relationship with cell phone service providers: the role of customer inertia and anger
Citation
Carter, L and Gray, D and D'Alessandro, S and Johnson, L, The 'I Love To Hate Them' relationship with cell phone service providers: the role of customer inertia and anger, Services Marketing Quarterly, 37, (4) pp. 225-240. ISSN 1533-2969 (2016) [Refereed Article]
Copyright Statement
Copyright 2016 Taylor & Francis Group, LLC
DOI: doi:10.1080/15332969.2016.1217680
Abstract
This 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.
Item Details
Item Type: | Refereed Article |
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Keywords: | anger, anchoring, continuance commitment telecommunications, focus groups, inertia, repulsion attraction, services, switching behavior, service providers, trust |
Research Division: | Commerce, Management, Tourism and Services |
Research Group: | Marketing |
Research Field: | Consumer-oriented product or service development |
Objective Division: | Economic Framework |
Objective Group: | Management and productivity |
Objective Field: | Marketing |
UTAS Author: | D'Alessandro, S (Professor Steven D'Alessandro) |
ID Code: | 138325 |
Year Published: | 2016 |
Deposited By: | Marketing |
Deposited On: | 2020-04-01 |
Last Modified: | 2020-05-22 |
Downloads: | 0 |
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