Lost customers: determinants and process of relationship dissolution
Lopes, Alves and Brito review research on why customers end relationships with suppliers and how the process unfolds. In discussing Keaveney's large study across service industries they list eight categories of switching reasons in order of importance, beginning with core service failures and dissatisfactory service encounters and ending with ethical problems and involuntary switching, and they note that many customers described switching as the result of linked incidents, such as a service failure followed by an unsatisfactory recovery. The paper gives no percentages for the categories. Reading depth: the passage on Keaveney as returned by the document reader; the article uses the category names, the head of the list and the linked-incident point only.
Lopes, Alves and Brito review research on why customers end relationships with suppliers and how the process unfolds. In discussing Keaveney's large study across service industries they list eight categories of switching reasons in order of importance, beginning with core service failures and dissatisfactory service encounters and ending with ethical problems and involuntary switching, and they note that many customers described switching as the result of linked incidents, such as a service failure followed by an unsatisfactory recovery. The paper gives no percentages for the categories. Reading depth: the passage on Keaveney as returned by the document reader; the article uses the category names, the head of the list and the linked-incident point only.
Written from the full text, conference paper hosted by CORE, read for its account of Keaveney (1995), 2026-11-02.
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Recorded when this source was checked, figures included, with page references and quotation marks removed.
Paper presented at the 40th EMAC Conference. https://core.ac.uk/download/153407883.pdf