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An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling

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  • Yanamandram, Venkata
  • White, Lesley

Abstract

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.

Suggested Citation

  • Yanamandram, Venkata & White, Lesley, 2010. "An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling," Australasian marketing journal, Elsevier, vol. 18(4), pages 222-232.
    • Handle: RePEc:eee:aumajo:v:18:y:2010:i:4:p:222-232
    DOI: 10.1016/j.ausmj.2010.07.005
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    References listed on IDEAS

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    5. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
    6. Yu-Xiang Yen & Der-Juinn Horng, 2010. "Effects of satisfaction, trust and alternative attractiveness on switching intentions in industrial customers," International Journal of Management and Enterprise Development, Inderscience Enterprises Ltd, vol. 8(1), pages 82-101.
    7. Gounaris, Spiros P., 2005. "Trust and commitment influences on customer retention: insights from business-to-business services," Journal of Business Research, Elsevier, vol. 58(2), pages 126-140, February.
    8. Joshi, Ashwin W. & Arnold, Stephen J., 1998. "How relational norms affect compliance in industrial buying," Journal of Business Research, Elsevier, vol. 41(2), pages 105-114, February.
    9. Cécile Bozzo, 2002. "Understanding Inertia in an Industrial Context," Post-Print hal-01796215, HAL.
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    Citations

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    Cited by:

    1. Brock, Christian & Blut, Markus & Evanschitzky, Heiner & Kenning, Peter, 2013. "Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context," International Journal of Research in Marketing, Elsevier, vol. 30(3), pages 319-322.
    2. Long Kim & Siwarit Pongsakornrungsilp & Pimlapas Pongsakornrungsilp & Teerasak Jindabot & Vikas Kumar, 2023. "Why Do Customers Want to Buy COVID-19 Medicines? Evidence from Thai Citizens," IJERPH, MDPI, vol. 20(6), pages 1-14, March.
    3. Yang Yuan & Fujun Lai & Zhaofang Chu, 2019. "Continuous usage intention of Internet banking: a commitment-trust model," Information Systems and e-Business Management, Springer, vol. 17(1), pages 1-25, March.
    4. Baliga, Ashwin J. & Chawla, Vaibhav & Sunder M, Vijaya & Ganesh, L.S. & Sivakumaran, Bharadhwaj, 2021. "Service Failure and Recovery in B2B Markets – A Morphological Analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 763-781.
    5. Mohammad Alghababsheh & David Gallear & Mushfiqur Rahman, 2020. "Balancing the Scales of Justice: Do Perceptions of Buyers’ Justice Drive Suppliers’ Social Performance?," Journal of Business Ethics, Springer, vol. 163(1), pages 125-150, April.

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