Access the full text.
Sign up today, get DeepDyve free for 14 days.
B. Sparks, K. Weber (2008)
The Service Encounter
Jenny Doorn, P. Verhoef (2008)
Critical Incidents and the Impact of Satisfaction on Customer ShareJournal of Marketing, 72
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
H. Kung (2011)
Science for EnergyBulletin of the American Physical Society
James Austin, J. Vancouver (1996)
Goal constructs in psychology: Structure, process, and content.Psychological Bulletin, 120
Alan Wilkins (1983)
The culture audit: A tool for understanding organizationsOrganizational Dynamics, 12
A. Strauss, J. Corbin (1993)
Basics of qualitative research: Grounded theory procedures and techniques.Contemporary Sociology, 21
Lawrence Crosby, Nancy Stephens (1987)
Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance IndustryJournal of Marketing Research, 24
A. Strauss (1987)
Qualitative Analysis For Social Scientists
C. Weber, J. Current, W. Benton (1991)
Vendor selection criteria and methodsEuropean Journal of Operational Research, 50
(2006)
QSR NVivo 7
Brian Uzzi (1997)
Social Structure and Competition in Interfirm Networks: The Paradox of EmbeddednessAdministrative Science Quarterly, 42
M. Houston, B. Walker, M. Hutt, Peter Reingen (2001)
Cross-Unit Competition for a Market Charter: The Enduring Influence of StructureJournal of Marketing, 65
A. Pettigrew (1990)
Longitudinal Field Research on Change: Theory and PracticeOrganization Science, 1
F. Webster (1992)
The Changing Role of Marketing in the CorporationJournal of Marketing, 56
Jeannie Johnson, Gary Frazier (1994)
Advances in distribution channel researchJournal of Marketing Research, 31
S. Graves, David Kletter, W. Hetzel, Ruth Bolton (1994)
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of SatisfactionMarketing Science, 17
LJ Bourgeois, KM Eisenhardt (1988)
Strategic decision processes in high velocity environments:Management Science, 34
C. Seidl, Stefan Traub (1998)
A New Test of Image Theory.Organizational behavior and human decision processes, 75 2
G. Maier, J. Brunstein (2001)
The role of personal work goals in newcomers' job satisfaction and organizational commitment: a longitudinal analysis.The Journal of applied psychology, 86 5
Aino Halinen, J. Tähtinen (2002)
A process theory of relationship endingInternational Journal of Service Industry Management, 13
Igor Gavanski, G. Wells (1989)
Counterfactual processing of normal and exceptional eventsJournal of Experimental Social Psychology, 25
Jan Heide, G. John (1992)
Do Norms Matter in Marketing Relationships?Journal of Marketing, 56
K. Krippendorff (1980)
Content Analysis: An Introduction to Its Methodology
David Hansen (2004)
Assessing Industrial Buyer Preferences: Using the Swait-Louviere Test to Test the Key Informant AssumptionMarketing Letters, 15
I. Roos (1999)
Switching Processes in Customer RelationshipsJournal of Service Research, 2
Ruth Bolton, Katherine Lemon, Matthew Bramlett (2006)
The Effect of Service Experiences over Time on a Supplier's Retention of Business CustomersManag. Sci., 52
G. Hughes (2006)
In search of excellenceEmergency Medicine Journal, 23
F. Webster, Y. Wind (1972)
A General Model for Understanding Organizational Buying BehaviorJournal of Marketing, 36
Jae-Hyeon Ahn, Sangwon Han, Yung Lee (2006)
Customer churn analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industryTelecommunications Policy, 30
M. Rokeach (1974)
The Nature Of Human Values
Ruth Bolton, Katherine Lemon (1999)
A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of SatisfactionJournal of Marketing Research, 36
J. Dawes (2004)
Price changes and defection levels in a subscription‐type market: can an estimation model really predict defection levels?Journal of Services Marketing, 18
TE Deal, AA Kennedy (1982)
Corporate Culture
Robin Coulter, Mark Ligas (2000)
The long good-bye: The dissolution of customer-service provider relationshipsPsychology & Marketing, 17
S. Kelley, K. Hoffman, Mark Davis (1993)
A Typology of Retail Failures and RecoveriesJournal of Retailing, 69
A. Strauss, B. Glaser (1967)
The Discovery of Grounded Theory
Linda Price, E. Arnould (1999)
Commercial Friendships: Service Provider–Client Relationships in ContextJournal of Marketing, 63
R. Atkinson (1998)
The Life Story Interview
M. Meuter, Amy Ostrom, R. Roundtree, M. Bitner (2000)
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service EncountersJournal of Marketing, 64
J. Spradley (1979)
The Ethnographic Interview
V. Mahajan, Subhash Sharma, R. Buzzell (1993)
Assessing the Impact of Competitive Entry on Market Expansion and Incumbent SalesJournal of Marketing, 57
C. Grönroos (1980)
Designing a long range marketing strategy for servicesLong Range Planning, 13
(1996)
Building your company’s vision
C. Moorman, Anne Miner (1998)
The Convergence of Planning and Execution: Improvisation in New Product DevelopmentJournal of Marketing, 62
Ruth Bolton, J. Drew (1991)
A Longitudinal Analysis of the Impact of Service Changes on Customer AttitudesJournal of Marketing, 55
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
R. Weber (1986)
Basic Content Analysis
L. Beach, T. Mitchell (1987)
Image theory: Principles, goals, and plans in decision makingActa Psychologica, 66
L. Bourgeois, K. Eisenhardt (1988)
Strategic decision processes in high velocity environments: four cases in the microcomputer industryManagement Science, 34
S. Vitell, Kumar Rallapalli, Anusorn Singhapakdi (1993)
Marketing norms: The influence of personal moral philosophies and organizational ethical cultureJournal of the Academy of Marketing Science, 21
A. Battersby (1968)
Plans and the Structure of BehaviorJournal of the Operational Research Society, 19
(2009)
Sprint sets release of new palm
R. GrahamJohn, R. HarveyCampbell, RajgopalShiva (2006)
Value Destruction and Financial Reporting DecisionsFinancial Analysts Journal
Dale Miller, S. Gunasegaram (1990)
Temporal order and the perceived mutability of events: implications for blame assignmentJournal of Personality and Social Psychology, 59
Grant Mccracken (1988)
The long interview
野中 郁次郎 (2008)
The knowledge-creating company
A. Capraro, Susan Broniarczyk, R. Srivastava (2003)
Factors influencing the likelihood of customer defection: The role of consumer knowledgeJournal of the Academy of Marketing Science, 31
MM Pearson, GH Gessner (1999)
Transactional segmentation to slow customer defectionsMarketing Management, 8
P. Simpson, Judy Siguaw, Susan White (2002)
Measuring the Performance of Suppliers: An Analysis of Evaluation ProcessesJournal of Supply Chain Management, 38
M. Gilly, B. Gelb (1982)
Post-Purchase Consumer Processes and the Complaining ConsumerJournal of Consumer Research, 9
(1992)
A Preliminary Model of Relationship Termination in Marketing Channels,
John Hogan, Katherine Lemon, B. Libai (2003)
What Is the True Value of a Lost Customer?Journal of Service Research, 5
Howard Schwartz, S. Davis (1981)
Matching corporate culture and business strategyOrganizational Dynamics, 10
(2003)
Striking the Right Balance: Designing Service to Enhance Business-toBusiness Relationships
A. Strauss, J. Corbin (1998)
Basics of qualitative research : techniques and procedures for developing grounded theory
F. Reichheld (1996)
LEARNING FROM CUSTOMER DEFECTIONS, 74
Jan Heide, Kenneth Wathne (2006)
Friends, Businesspeople, and Relationship Roles: A Conceptual Framework and a Research AgendaJournal of Marketing, 70
Katherine Lemon, T. White, R. Winer (2002)
Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention DecisionJournal of Marketing, 66
M. Cortazzi (1994)
Narrative analysisLanguage Teaching, 27
David Mick, Susan Fournier (1998)
Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping StrategiesJournal of Consumer Research, 25
Kapil Tuli, Ajay Kohli, Sundar Bharadwaj (2007)
Rethinking Customer Solutions: From Product Bundles to Relational ProcessesJournal of Marketing, 71
William Samuelson, R. Zeckhauser (1988)
Status quo bias in decision makingJournal of Risk and Uncertainty, 1
Susan Fournier (1998)
Consumers and Their Brands: Developing Relationship Theory in Consumer ResearchJournal of Consumer Research, 24
R. Newton (2012)
The Science of Energy
David Wilson (1995)
An integrated model of buyer-seller relationshipsJournal of the Academy of Marketing Science, 23
Joseph Cannon, W. Perreault (1999)
Buyer–Seller Relationships in Business MarketsJournal of Marketing Research, 36
L. Pondy (1967)
Organizational conflict: Concepts and models.Administrative Science Quarterly, 12
J. Hoffman, Eric Lowitt (2008)
A better way to design loyalty programsStrategy & Leadership, 36
S. Keaveney (1995)
Customer Switching Behavior in Service Industries: An Exploratory StudyJournal of Marketing, 59
R. Hogarth, H. Einhorn (1992)
Order effects in belief updating: The belief-adjustment modelCognitive Psychology, 24
Robert Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller RelationshipsJournal of Marketing, 51
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
Ruth Bolton, P. Kannan, Matthew Bramlett (2000)
Implications of loyalty program membership and service experiences for customer retention and valueJournal of the Academy of Marketing Science, 28
G. Miller, E. Galanter, K. Pribram (1960)
Plans and the structure of behavior
Renée Fontenot, Elizabeth Wilson (1997)
Relational exchange: A review of selected models for a prediction matrix of relationship activitiesJournal of Business Research, 39
(1979)
Models of Professional Services Marketing
Gary Gebhardt, Gregory Carpenter, John Sherry (2006)
Creating a Market Orientation: A Longitudinal, Multifirm, Grounded Analysis of Cultural TransformationJournal of Marketing, 70
C. Noble, M. Mokwa (1999)
Implementing Marketing Strategies: Developing and Testing a Managerial TheoryJournal of Marketing, 63
B. Golden (1992)
The past is the past--or is it? The use of retrospective accounts as indicators of past strategy.Academy of Management journal. Academy of Management, 35 4
YS Lincoln, EG Guba (1985)
Naturalistic Inquiry
J. Whitney (1999)
Case Study ResearchJournal of Wound Ostomy and Continence Nursing, 26
J. Tähtinen (2000)
The Process of Business Relationship Ending – Its Stages and ActorsJournal of Market-Focused Management, 5
B. Edvardsson, I. Roos (2003)
Customer Complaints and Switching Behavior—A Study of Relationship Dynamics in a Telecommunication CompanyJournal of Relationship Marketing, 2
(1985)
Naturalistic Inquiry. Beverly Hills: Sage
E. Hirschman (1986)
Humanistic Inquiry in Marketing Research: Philosophy, Method, and CriteriaJournal of Marketing Research, 23
P. Verhoef (2003)
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share DevelopmentJournal of Marketing, 67
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
Laura Doest, S. Maes, W. Gebhardt, H. Koelewijn (2006)
Personal Goal Facilitation through Work: Implications for Employee Satisfaction and Well‐BeingApplied Psychology, 55
Ruth Bolton, Amy Smith, Janet Wagner (2003)
Striking the Right BalanceJournal of Service Research, 5
Thomas Burnham, Judy Frels, V. Mahajan (2003)
Consumer switching costs: A typology, antecedents, and consequencesJournal of the Academy of Marketing Science, 31
Sylwia Męcfal (2012)
Recenzja książki. Robert K. yin, Case Study Research. Design and Methods (fourth Edition), thousand Oaks, CA: Sage Publications, 2009
Cynthia Huffman, M. Houston (1993)
Goal-Oriented Experiences and the Development of KnowledgeJournal of Consumer Research, 20
R Deshpande, FE Webster (1989)
Organizational culture and marketing: defining the researchJournal of Marketing, 53
Tiffany Perkins-Munn, Lerzan Aksoy, T. Keiningham, D. Estrin (2005)
Actual Purchase as a Proxy for Share of WalletJournal of Service Research, 7
Jeannie Johnson, R. Sohi, Rajdeep Grewal (2004)
The Role of Relational Knowledge Stores in Interfirm PartneringJournal of Marketing, 68
Gale (1994)
Qualitative Data Analysis: An Expanded Sourcebook
K. Grayson (2007)
Friendship versus Business in Marketing RelationshipsJournal of Marketing, 71
Piyush Kumar (2005)
The competitive impact of service process improvement: Examining customers’ waiting experiences in retail marketsJournal of Retailing, 81
D. Flint, R. Woodruff, S. Gardial (2002)
Exploring the Phenomenon of Customers' Desired Value Change in a Business-to-Business ContextJournal of Marketing, 66
E. Anderson, Barton Weitz (1992)
The Use of Pledges to Build and Sustain Commitment in Distribution ChannelsJournal of Marketing Research, 29
C. Medlin (2007)
Case Study Research
Helena Åkerlund (2005)
Fading customer relationships in professional servicesManaging Service Quality, 15
Craig Thompson (1997)
Interpreting Consumers: A Hermeneutical Framework for Deriving Marketing Insights from the Texts of Consumers’ Consumption StoriesJournal of Marketing Research, 34
R. Rust, Anthony Zahorik (1993)
Customer satisfaction, customer retention, and market shareJournal of Retailing, 69
H. Simon (1964)
On the concept of organizational goal.Administrative Science Quarterly, 9
M. Meister (2016)
Image Theory Theoretical And Empirical Foundations
Neil Morgan, E. Anderson, Vikas Mittal (2005)
Understanding Firms’ Customer Satisfaction Information UsageJournal of Marketing, 69
M. Dunn, D. Norburn, S. Birley (1994)
The impact of organizational values, goals, and climate on marketing effectivenessJournal of Business Research, 30
I. Roos, B. Edvardsson, A. Gustafsson (2004)
Customer Switching Patterns in Competitive and Noncompetitive Service IndustriesJournal of Service Research, 6
Rohit Deshpandé, F. Webster (1989)
Organizational Culture and Marketing: Defining the Research AgendaJournal of Marketing, 53
(1982)
Corporate Culture. Reading: Addison-Wesley
R. Oliver (1999)
Whence Consumer Loyalty?Journal of Marketing, 63
Ajay Kohli, Bernard Jaworski (1990)
Market Orientation: The Construct, Research Propositions, and Managerial ImplicationsJournal of Marketing, 54
Qualitative field research based on long depth interviews with business-to-business customers who defected from a supplier relationship is used to develop an integrated theoretical framework explaining how the defection decision process unfolds over time in business-to-business relationships. The authors develop a taxonomy of events, both internal and external to the relationship, that are proposed to create “defection energy,” or the motivation to move a customer from relationship status quo toward a defection decision. The framework illustrates how these internal and external events interact with the organization’s and the individual decision maker’s goals, practices, and values to engage a dynamic anchoring and updating mechanism based on accumulated defection energy that drives the process toward a decision threshold. The research offers marketers insights to improve defection management, including an understanding of how organizational and individual customer needs shape relationships; that defection decisions build as a result of multiple events over time, requiring a longer-term perspective on defection; and that defection decisions can be influenced by events outside the core product or service delivery process, suggesting that these decisions need to be understood within the broader context of the overall relationship.
Journal of the Academy of Marketing Science – Springer Journals
Published: May 6, 2014
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.