Publication
Why do customer relationships come to an end?
| Summary: | The phenomenon of relationship ending has received, recently, an increased attention of marketing researchers, but is still in its initial stage. Marketing managers know that success depends not only on acquiring and maintaining customers, but also on reducing their defection rate. By knowing more about nature, elements, stages and factors involved in this process, it will be easier to predict customer defection at an early stage and to regain lost customers. This is a theoretical paper that presents and discusses a literature search carried out in order to find and analyse empirical studies that propose factors, reasons, antecedents, or others, that influence ending in consumer services. A categorization is presented with three types of reasons connected with ending processes. |
|---|---|
| Main Authors: | Lopes, Luisa |
| Other Authors: | Brito, Carlos; Alves, Helena |
| Subject: | Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| Year: | 2009 |
| Country: | Portugal |
| Document type: | conference paper |
| Access type: | open access |
| Associated institution: | Instituto Politécnico de Bragança |
| Language: | English |
| Origin: | Biblioteca Digital do IPB |
| _version_ | 1867173196845809664 |
|---|---|
| author | Lopes, Luisa |
| author2 | Brito, Carlos Alves, Helena |
| author2_role | author author |
| author_facet | Lopes, Luisa Brito, Carlos Alves, Helena |
| 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\":\"Brito, Carlos\"},{\"Person.name\":\"Alves, Helena\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Biblioteca Digital do IPB |
| datacite.creators.creator.creatorName.fl_str_mv | Lopes, Luisa Brito, Carlos Alves, Helena |
| datacite.date.Accepted.fl_str_mv | 2009-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2011-01-03T10:41:17Z |
| datacite.date.embargoed.fl_str_mv | 2011-01-03T10:41:17Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| datacite.titles.title.fl_str_mv | Why do customer relationships come to an end? |
| dc.contributor.none.fl_str_mv | Biblioteca Digital do IPB |
| dc.creator.none.fl_str_mv | Lopes, Luisa Brito, Carlos Alves, Helena |
| dc.date.Accepted.fl_str_mv | 2009-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2011-01-03T10:41:17Z |
| dc.date.embargoed.fl_str_mv | 2011-01-03T10:41:17Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10198/3009 |
| dc.language.none.fl_str_mv | eng |
| dc.publisher.none.fl_str_mv | EMAC Academic Resource Portal |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| dc.title.fl_str_mv | Why do customer relationships come to an end? |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_5794 |
| description | The phenomenon of relationship ending has received, recently, an increased attention of marketing researchers, but is still in its initial stage. Marketing managers know that success depends not only on acquiring and maintaining customers, but also on reducing their defection rate. By knowing more about nature, elements, stages and factors involved in this process, it will be easier to predict customer defection at an early stage and to regain lost customers. This is a theoretical paper that presents and discusses a literature search carried out in order to find and analyse empirical studies that propose factors, reasons, antecedents, or others, that influence ending in consumer services. A categorization is presented with three types of reasons connected with ending processes. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | conferencePaper |
| fulltext.url.fl_str_mv | https://bibliotecadigital.ipb.pt/bitstreams/71ad45f8-cb00-493b-b776-a931a167ec7a/download |
| id | ipb_c3a3adf2a26d5861c1fe2ecf6c9028ec |
| identifier.url.fl_str_mv | http://hdl.handle.net/10198/3009 |
| instacron_str | ipb |
| institution | Instituto Politécnico de Bragança |
| instname_str | Instituto Politécnico de Bragança |
| language | eng |
| network_acronym_str | ipb |
| network_name_str | Biblioteca Digital do IPB |
| oai_identifier_str | oai:bibliotecadigital.ipb.pt:10198/3009 |
| 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 Brito, Carlos Alves, Helena |
| publishDate | 2009 |
| publisher.none.fl_str_mv | EMAC Academic Resource Portal |
| reponame_str | Biblioteca Digital do IPB |
| repository_id_str | urn:repositoryAcronym:ipb |
| service_str_mv | urn:repositoryAcronym:ipb |
| spelling | engEMAC Academic Resource PortalporThe phenomenon of relationship ending has received, recently, an increased attention of marketing researchers, but is still in its initial stage. Marketing managers know that success depends not only on acquiring and maintaining customers, but also on reducing their defection rate. By knowing more about nature, elements, stages and factors involved in this process, it will be easier to predict customer defection at an early stage and to regain lost customers. This is a theoretical paper that presents and discusses a literature search carried out in order to find and analyse empirical studies that propose factors, reasons, antecedents, or others, that influence ending in consumer services. A categorization is presented with three types of reasons connected with ending processes.application/pdfporWhy do customer relationships come to an end?PersonalLopes, 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.org0000-0003-2039-0125Brito, CarlosAlves, HelenaHostingInstitutionOrganizationalBiblioteca Digital do IPBe-mailmailto:dspace@ipb.ptdspace@ipb.pt2011-01-03T10:41:17Z20092010-12-29T23:12:39Z2009-01-01T00:00:00ZHandlehttp://hdl.handle.net/10198/3009http://purl.org/coar/access_right/c_abf2open accessRelationship dissolutionSwitchingEndingRelationship dynamicsCustomer relationshipsRelationship marketing (RM)Services marketing169560 bytesother research producthttp://purl.org/coar/resource_type/c_5794conference paperhttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://bibliotecadigital.ipb.pt/bitstreams/71ad45f8-cb00-493b-b776-a931a167ec7a/download38th European Marketing Academy ConferenceNantes |
| spellingShingle | Why do customer relationships come to an end? Lopes, Luisa Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| status | SINGLETON |
| subject.fl_str_mv | Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| title | Why do customer relationships come to an end? |
| title_full | Why do customer relationships come to an end? |
| title_fullStr | Why do customer relationships come to an end? |
| title_full_unstemmed | Why do customer relationships come to an end? |
| title_short | Why do customer relationships come to an end? |
| title_sort | Why do customer relationships come to an end? |
| topic | Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| topic_facet | Relationship dissolution Switching Ending Relationship dynamics Customer relationships Relationship marketing (RM) Services marketing |
| url | http://hdl.handle.net/10198/3009 |
| visible | 1 |