Publicação
Lost customers: determinants and process of relationship dissolution
| Resumo: | Relationship dynamics and relationship ending have received increased attention by marketing researchers over the last years. The success of businesses depends not only on the acquisition and retention of customers, but also on avoiding their defection. Furthermore, there is a lack of research in the services literature focusing on the decline and ending of customer relationships. By knowing more about the nature, elements, stages and factors involved in the dissolution process it will be easier to prevent churn or regain lost customers. This research presents a literature review about what contributes to and influences this process (switching determinants) suggesting the most and less relevant determinants, according to ample and updated research. This review also provides some preliminary ideas about the process of relationship dissolution that is proposed on the end of the paper. |
|---|---|
| Autores principais: | Lopes, Luisa |
| Outros Autores: | Alves, Helena; Brito, Carlos |
| Assunto: | Relationship dissolution Switching Customer relationships Relationship and services marketing |
| Ano: | 2011 |
| País: | Portugal |
| Tipo de documento: | comunicação em conferência |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Bragança |
| Idioma: | inglês |
| Origem: | Biblioteca Digital do IPB |
| _version_ | 1867173345195196416 |
|---|---|
| author | Lopes, Luisa |
| author2 | Alves, Helena Brito, Carlos |
| author2_role | author author |
| author_facet | Lopes, Luisa Alves, Helena Brito, Carlos |
| author_role | author |
| contributor_name_str_mv | Biblioteca Digital do IPB |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Lopes, Luisa\",\"Person.identifier.orcid\":\"0000-0003-2039-0125\"},{\"Person.name\":\"Alves, Helena\"},{\"Person.name\":\"Brito, Carlos\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Biblioteca Digital do IPB |
| datacite.creators.creator.creatorName.fl_str_mv | Lopes, Luisa Alves, Helena Brito, Carlos |
| datacite.date.Accepted.fl_str_mv | 2011-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2011-11-02T11:47:07Z |
| datacite.date.embargoed.fl_str_mv | 2011-11-02T11:47:07Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Relationship dissolution Switching Customer relationships Relationship and services marketing |
| datacite.titles.title.fl_str_mv | Lost customers: determinants and process of relationship dissolution |
| dc.contributor.none.fl_str_mv | Biblioteca Digital do IPB |
| dc.creator.none.fl_str_mv | Lopes, Luisa Alves, Helena Brito, Carlos |
| dc.date.Accepted.fl_str_mv | 2011-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2011-11-02T11:47:07Z |
| dc.date.embargoed.fl_str_mv | 2011-11-02T11:47:07Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10198/6257 |
| dc.language.none.fl_str_mv | eng |
| dc.publisher.none.fl_str_mv | Maja Brencic et al. |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Relationship dissolution Switching Customer relationships Relationship and services marketing |
| dc.title.fl_str_mv | Lost customers: determinants and process of relationship dissolution |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_5794 |
| description | Relationship dynamics and relationship ending have received increased attention by marketing researchers over the last years. The success of businesses depends not only on the acquisition and retention of customers, but also on avoiding their defection. Furthermore, there is a lack of research in the services literature focusing on the decline and ending of customer relationships. By knowing more about the nature, elements, stages and factors involved in the dissolution process it will be easier to prevent churn or regain lost customers. This research presents a literature review about what contributes to and influences this process (switching determinants) suggesting the most and less relevant determinants, according to ample and updated research. This review also provides some preliminary ideas about the process of relationship dissolution that is proposed on the end of the paper. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | conferencePaper |
| fulltext.url.fl_str_mv | https://bibliotecadigital.ipb.pt/bitstreams/fe18b08f-ccd1-44d2-adb0-a50374b9521c/download |
| id | ipb_bb3ccd93ec7dfd82f43ff910309216c5 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10198/6257 |
| instacron_str | ipb |
| institution | Instituto Politécnico de Bragança |
| instname_str | Instituto Politécnico de Bragança |
| language | eng |
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| network_name_str | Biblioteca Digital do IPB |
| oai_identifier_str | oai:bibliotecadigital.ipb.pt:10198/6257 |
| organization_str_mv | urn:organizationAcronym:ipb |
| person_str_mv | Lopes, Luisa Lopes, Luisa https://www.ciencia-id.pt/E41C-366E-BE9E E41C-366E-BE9E http://orcid.org/0000-0003-2039-0125 0000-0003-2039-0125 Alves, Helena Brito, Carlos |
| publishDate | 2011 |
| publisher.none.fl_str_mv | Maja Brencic et al. |
| reponame_str | Biblioteca Digital do IPB |
| repository_id_str | urn:repositoryAcronym:ipb |
| service_str_mv | urn:repositoryAcronym:ipb |
| spelling | engMaja Brencic et al.porRelationship dynamics and relationship ending have received increased attention by marketing researchers over the last years. The success of businesses depends not only on the acquisition and retention of customers, but also on avoiding their defection. Furthermore, there is a lack of research in the services literature focusing on the decline and ending of customer relationships. By knowing more about the nature, elements, stages and factors involved in the dissolution process it will be easier to prevent churn or regain lost customers. This research presents a literature review about what contributes to and influences this process (switching determinants) suggesting the most and less relevant determinants, according to ample and updated research. This review also provides some preliminary ideas about the process of relationship dissolution that is proposed on the end of the paper.application/pdfporLost customers: determinants and process of relationship dissolutionPersonalLopes, LuisaDSpacehttp://dspace.org/items/4410123f-7cc3-4a8d-a596-4a08d1d13b5bDSpacehttp://dspace.org/items/4410123f-7cc3-4a8d-a596-4a08d1d13b5bLopesLuisaCiência IDhttps://www.ciencia-id.ptE41C-366E-BE9EORCIDhttp://orcid.org0000-0003-2039-0125Alves, HelenaBrito, CarlosHostingInstitutionOrganizationalBiblioteca Digital do IPBe-mailmailto:dspace@ipb.ptdspace@ipb.ptISBNIsPartOf978-961-240-211-22011-11-02T11:47:07Z20112011-01-01T00:00:00ZHandlehttp://hdl.handle.net/10198/6257http://purl.org/coar/access_right/c_abf2open accessRelationship dissolutionSwitchingCustomer relationshipsRelationship and services marketing171958 bytesother research producthttp://purl.org/coar/resource_type/c_5794conference paperhttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://bibliotecadigital.ipb.pt/bitstreams/fe18b08f-ccd1-44d2-adb0-a50374b9521c/downloadEuropean Marketing Academy Conference314Liubliana, Eslovénia |
| spellingShingle | Lost customers: determinants and process of relationship dissolution Lopes, Luisa Relationship dissolution Switching Customer relationships Relationship and services marketing |
| status | SINGLETON |
| subject.fl_str_mv | Relationship dissolution Switching Customer relationships Relationship and services marketing |
| title | Lost customers: determinants and process of relationship dissolution |
| title_full | Lost customers: determinants and process of relationship dissolution |
| title_fullStr | Lost customers: determinants and process of relationship dissolution |
| title_full_unstemmed | Lost customers: determinants and process of relationship dissolution |
| title_short | Lost customers: determinants and process of relationship dissolution |
| title_sort | Lost customers: determinants and process of relationship dissolution |
| topic | Relationship dissolution Switching Customer relationships Relationship and services marketing |
| topic_facet | Relationship dissolution Switching Customer relationships Relationship and services marketing |
| url | http://hdl.handle.net/10198/6257 |
| visible | 1 |