Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 2 of 2
Full-Text Articles in Business
An Empirical Analysis Of The Retention Of Dissatisfied Business Services Customers Using Structural Equation Modelling, Venkata K. Yanamandram, Lesley White
An Empirical Analysis Of The Retention Of Dissatisfied Business Services Customers Using Structural Equation Modelling, Venkata K. Yanamandram, Lesley White
Faculty of Commerce - Papers (Archive)
This study extends the body of literature concerning service switching, complaint handling, dependence and commitment by investigating why dissatisfied B2B customers do not switch service providers. Specifically, it develops and tests a social exchange-based model examining how dissatisfied, but behaviourally loyal, customers act in terms of their repurchase intentions. A conceptual model, specifying a set of hypothesised relationships between dimensions of switching costs, interpersonal relationships, dimensions of complaint handling, satisfaction with complaint handling, attractiveness of alternatives, dependence, calculative commitment and repurchase intentions, was examined using AMOS 17.0 on a sample of 376 business directors/managers from responding organisations. The results show …
Retention Of Dissatisfied B-To-B Services Customers: An Empirical Test Of The Mediating Effects Of Dependence And Calculative Commitment, Venkata K. Yanamandram, Lesley White
Retention Of Dissatisfied B-To-B Services Customers: An Empirical Test Of The Mediating Effects Of Dependence And Calculative Commitment, Venkata K. Yanamandram, Lesley White
Faculty of Commerce - Papers (Archive)
The literature argues that the alternative outcomes of a customer either ending or continuing a struggling relationship not only depend on the determinant factors or switching barriers, but also on the essential nature of the relationship. This paper adapts a broad social exchange framework to business-to-business (B-to-B) exchange relationships, and explains "unjustified persistence" or the tendency to remain involved in a B-to-B relationship that is dissatisfying overall. Specifically, the paper extends the knowledge on the mediating factors that influence the likelihood of dissatisfied B-to-B customers who have complained, and considered switching, to continue purchasing from their existing service provider. Data …