Customer defection: a study of the student market in Ireland

Colgate, Mark; Stewart, Kate; Kinsella, Ray

doi:10.1108/02652329610113144

Cited by 122 publications

(81 citation statements)

References 12 publications

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“…are wasted and further costs are required to obtain a new customer (Colgate, Steward & Kinsella, 1996;Reichheld & Sasser, 1990;Fornell & Wernerfelt, 1987). In Reichheld & Sasser's (1990) study, customer defection is seen as having a stronger ability to impact on revenue than on scale, market share, unit costs, and other factors that are usually associated with competitive advantage.…”

Section: The Effect Of Switching Behaviourmentioning

confidence: 99%

Customer switching behaviour in the Chinese retail banking industry

Clemes

Gan

Zhang

2010

International Journal of Bank Marketing

128

206

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of a thesis submitted in partial fulfilment of the requirements for the Degree of M. C. M. Customer Switching Behaviour in the Chinese Retail Banking Industry By Dongmei ZhangWith the intense competition and increasing globalization in the financial markets, bank management must develop customer-oriented strategies in order to compete successfully in the competitive retail banking environment. The longer a bank can retain a customer, the greater revenue and cost savings from that customer. However, customers are also more prone to changing their banking behaviour when they can purchase nearly identical financial products provided by the retail banks. In order to stay competitive, bank managers need to understand the factors that influence and determine consumer's bank switching behaviour. In general, the results of this research allow service marketers and practitioners to develop and implement services marketing strategies to decrease customer defection rates, and in turn, increase bank profits. Furthermore, this research provides useful information for future researchers who study switching-behaviour in the banking industry.

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Section: The Effect Of Switching Behaviourmentioning

confidence: 99%

Customer switching behaviour in the Chinese retail banking industry

Clemes

Gan

Zhang

2010

International Journal of Bank Marketing

128

206

View full text Add to dashboard Cite

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“…Reichheld (1996), reporting on the effect of defections stresses that an increase in the defection rate can lead to decrease in cash inflow to an affected organisation. It is suggested that reduction in customer defection rate is likely to lead to increase in profits substantially more than growth in market share, improved profit margins, or factors associated with competitive advantage (Colgate et al, 1996). A lot of service organisations sometimes fail to pay particular attention to customer defections, that is, customers who change service providers for competing ones.…”

Section: Customer Defection Groups Reasons For Their Defections Andmentioning

confidence: 99%

“…• Colgate et al (1996), proposed a four-step process that businesses must follow in order to reduce defection rates and capture quality and more profitable defectors: • Managers must ascertain what constitute defection rate.…”

Section: Models That Can Be Adopted To Manage Customer Defections Andmentioning

confidence: 99%

Customer Retention Management Strategies in Freight Transport Service Industry in Ghana.

Okyere¹,

Atanga²,

Okine³

2016

ABR

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Achieving customer retention in freight transport sector provides survival for the firms. The varied economic benefits associated with the adoption customer retention management cannot be over-emphasised as it can lead to the overall profitability of firms. This paper review address both theoretical and empirical literature on Customer Retention Management Strategies adopted by the Freight Transport Service sector in Ghana. This paper seeks to explore variables, which may be considered in any Customer Retention Management Strategy and Customer Retention by drawing together strands from various literature on: strategies and analytical approaches for managing customer defections in the freight transport industry in Ghana; customer defection groups, and the reasons for their defections, and the significant role played by Life time value of the customer (LTVC) theory to freight transport businesses in Ghana; models which can be adopted to manage customer defections in the freight transport industry in Ghana; and the actual switching barriers that can be adopted by the players in the freight transport industry in Ghana to promote customer retention.

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“…Colgate et al, 1996;Colgate and Hedge, 2001;Keaveney, 1995) and the significance of switching behaviour (Fornell and Wernerfelt, 1987;Reichheld and Sasser, 1990;Mittal and Lassar, 1998). Other studies have investigated why customers do not always defect to competing providers.…”

Section: Customer Retention In Consumer Marketsmentioning

confidence: 99%

A model of customer retention of dissatisfied business services customers

White

Yanamandram

2007

Managing Service Quality: An International Journal

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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.

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Customer defection: a study of the student market in Ireland

Cited by 122 publications

References 12 publications

Customer switching behaviour in the Chinese retail banking industry

Customer switching behaviour in the Chinese retail banking industry

Customer Retention Management Strategies in Freight Transport Service Industry in Ghana.

A model of customer retention of dissatisfied business services customers

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