The contribution of vacations to people's life satisfaction and Quality of Life (QOL) has recently attracted substantial attention among tourism researchers. Yet, most QOL scales do not include vacations: 7% explicitly measure vacations whereas 42% only include items relating to vacations within the broader Leisure domain. Leisure and vacations, however, differ substantially in nature with leisure referring to regular home-based activities and vacations being infrequent leisure activities away from home. As a consequence of the common amalgamation of vacations with leisure, there is limited knowledge about the specific contribution of vacations to people's QOL. The present study (1) presents empirical evidence for the contribution of vacations to QOL, (2) determines the extent of this contribution, and (3)

Purpose -To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business-to-business (B2B) services sector. Design/methodology/approach -A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected. Findings -Assessment of the reasons why dissatisfied customers stayed with the service providers resulted in six categories. The categories were found to be, in order of decreasing frequency, impact of alternative providers, switching costs (18), others (17), inertia (14), investment in relationships (13), and service recovery (13). The results not only confirmed factors found in the literature, but also uncovered eleven other factors. Research limitations/ implications -The sample size, whilst appropriate for qualitative research, should be considered adequate only for exploratory analysis and a further quantitative study is needed to validate the study. Practical implications -This study is important for those firms who have many prospective switchers because it is important to understand why these customers stay, and to what extent such firms can discourage such customers from leaving in both positive and negative ways. For those service firms that are attempting to attract these prospective switchers, an understanding of why they do not switch is important, as it will enable them to develop strategies to overcome these switching barriers and gain market share. Originality/value -This research is the first study to investigate in a single model a range of barriers to switching in a B2B services context. The results that confirmed categories found in the literature also discovered eleven other factors not evident in the extant literature. AbstractPurpose -To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business-to-business (B2B) services sector. Design/methodology/approach -A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected. Findings -Assessment of the reasons why dissatisfied customers stayed with the service providers resulted in six categories. The categories were found to be, in order of decreasing frequency, impact of alternative providers, switching costs (18), others (17), inertia (14), investment in relationships (13), and service recovery (13). The results not only confirmed factors found in the literature, but also uncovered eleven other factors.Research limitations/implications -The sample size, whilst appropriate for qualitative research, should be considered adequate only for exploratory analysis and a further quantitative study is needed to valid...

This research investigates inertia in a financial services context, with particular focus on the reasons for consumers' dissatisfaction and inert behaviour, and studies the customers' complaining behaviours and past and future inertia. The study utilised a two part methodology, including both qualitative and quantitative research. Twenty indepth interviews provided the preliminary data required for developing a questionnaire which was subsequently completed by 410 respondents. Determinants of dissatisfaction included the number and size of account fees, whilst determinants of inertia were the perception of similarity between financial institutions and the complexity, costs and time inherent in switching. Factors differentiating future inertia and future active customers included the type of account, length of time the account had been held, membership of a number of financial institutions, income and level of consideration giving given to changing financial institution. KeywordsInertia, financial services, business-to-consumer Why Customers Stay? Reasons and Consequences of Inertia in Financial Services AbstractThis research investigates inertia in a financial services context, with particular focus on the reasons for consumers' dissatisfaction and inert behaviour, and studies the customers' complaining behaviours and past and future inertia. The study utilised a two part methodology, including both qualitative and quantitative research. Twenty indepth interviews provided the preliminary data required for developing a questionnaire which was subsequently completed by 410 respondents. Determinants of dissatisfaction included the number and size of account fees, whilst determinants of inertia were the perception of similarity between financial institutions and the complexity, costs and time inherent in switching. Factors differentiating future inertia and future active customers included the type of account, length of time the account had been held, membership of a number of financial institutions, income and level of consideration giving given to changing financial institution.

The present study (1) develops a dynamic, individual hierarchical model of the importance of vacations to Quality of Life (QOL), and (2) introduces this concept as a novel segmentation base, acknowledging that not all people want to go on vacation. The proposed Grevillea Model of the Importance of Vacations for Quality of Life is tested empirically by examining 1000 survey responses. Results show that 10% of Australians perceive vacations as critical to QOL. Another 60% perceive vacations add to, but they are not essential to QOL. Practical tourism marketing implications include: (1) vacations are not important to all people; therefore, mass marketing is a waste of resources, (2) people viewing vacations as essential to QOL represent a highly attractive market segment because they are likely to be crisis-resistant, and (3) a vacation's importance to QOL changes over life-stages. AbstractThe present study (1) develops a dynamic, individual hierarchical model of the importance

The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business-to-business (B2B) services sector. This review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment. Five major factors deter customers from switching to an alternative service provider: (i) switching costs; (ii) interpersonal relationships; (iii) the attractiveness of alternatives; (iv) service recovery; and (v) inertia. These factors are mediated by dependence and calculative commitment. This is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and service recovery. A Model of Customer Retention of Dissatisfied Business Services Customers AbstractPurpose: The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business-to-business (B2B) services sector.Design/methodology/approach: This review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment.Findings: Five major factors deter customers from switching to an alternative service provider: (i) switching costs; (ii) interpersonal relationships; (iii) the attractiveness of alternatives; (iv) service recovery; and (v) inertia. These factors are mediated by dependence and calculative commitment.Originality/value: This is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and service recovery.