Publication

Understanding customer switching behavior in a liberalizing Service market: An exploratory study

Wieringa, J. E. & Verhoef, P. C., Nov-2007, In : Journal of Service Research. 10, 2, p. 174-186 13 p.

Research output: Contribution to journalArticleAcademicpeer-review

APA

Wieringa, J. E., & Verhoef, P. C. (2007). Understanding customer switching behavior in a liberalizing Service market: An exploratory study. Journal of Service Research, 10(2), 174-186. https://doi.org/10.1177/1094670507306686

Author

Wieringa, Jaap E. ; Verhoef, Peter C. / Understanding customer switching behavior in a liberalizing Service market : An exploratory study. In: Journal of Service Research. 2007 ; Vol. 10, No. 2. pp. 174-186.

Harvard

Wieringa, JE & Verhoef, PC 2007, 'Understanding customer switching behavior in a liberalizing Service market: An exploratory study', Journal of Service Research, vol. 10, no. 2, pp. 174-186. https://doi.org/10.1177/1094670507306686

Standard

Understanding customer switching behavior in a liberalizing Service market : An exploratory study. / Wieringa, Jaap E.; Verhoef, Peter C.

In: Journal of Service Research, Vol. 10, No. 2, 11.2007, p. 174-186.

Research output: Contribution to journalArticleAcademicpeer-review

Vancouver

Wieringa JE, Verhoef PC. Understanding customer switching behavior in a liberalizing Service market: An exploratory study. Journal of Service Research. 2007 Nov;10(2):174-186. https://doi.org/10.1177/1094670507306686


BibTeX

@article{14827d245b0946abb1e0496631ecd4e7,
title = "Understanding customer switching behavior in a liberalizing Service market: An exploratory study",
abstract = "In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory study in which they investigate determinants of customer switching in the liberalizing Dutch energy market. Their results suggest that relationship quality, switching costs, and current demand for products and services from the energy supplier (e.g., usage rate, number of contracts) represent important determinants for all customers. In a subsequent analysis that accounts for customer heterogeneity, the results indicate a large inertia segment (71{\%}) but a relatively small (6{\%}) disloyal segment. The authors discuss implications for both incumbent service firms (former monopolists) and public policy officials.",
keywords = "customer loyalty, customer relationships, liberalizing markets, public policy, energy market, switching costs, latent class analysis, logit model, CHANNEL RELATIONSHIPS, DYNAMIC-MODEL, SATISFACTION, METAANALYSIS, DEFECTION, RETENTION, PROVIDER, SHARE, COSTS",
author = "Wieringa, {Jaap E.} and Verhoef, {Peter C.}",
year = "2007",
month = "11",
doi = "10.1177/1094670507306686",
language = "English",
volume = "10",
pages = "174--186",
journal = "Journal of Service Research",
issn = "1094-6705",
publisher = "SAGE Publications Inc.",
number = "2",

}

RIS

TY - JOUR

T1 - Understanding customer switching behavior in a liberalizing Service market

T2 - An exploratory study

AU - Wieringa, Jaap E.

AU - Verhoef, Peter C.

PY - 2007/11

Y1 - 2007/11

N2 - In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory study in which they investigate determinants of customer switching in the liberalizing Dutch energy market. Their results suggest that relationship quality, switching costs, and current demand for products and services from the energy supplier (e.g., usage rate, number of contracts) represent important determinants for all customers. In a subsequent analysis that accounts for customer heterogeneity, the results indicate a large inertia segment (71%) but a relatively small (6%) disloyal segment. The authors discuss implications for both incumbent service firms (former monopolists) and public policy officials.

AB - In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory study in which they investigate determinants of customer switching in the liberalizing Dutch energy market. Their results suggest that relationship quality, switching costs, and current demand for products and services from the energy supplier (e.g., usage rate, number of contracts) represent important determinants for all customers. In a subsequent analysis that accounts for customer heterogeneity, the results indicate a large inertia segment (71%) but a relatively small (6%) disloyal segment. The authors discuss implications for both incumbent service firms (former monopolists) and public policy officials.

KW - customer loyalty

KW - customer relationships

KW - liberalizing markets

KW - public policy

KW - energy market

KW - switching costs

KW - latent class analysis

KW - logit model

KW - CHANNEL RELATIONSHIPS

KW - DYNAMIC-MODEL

KW - SATISFACTION

KW - METAANALYSIS

KW - DEFECTION

KW - RETENTION

KW - PROVIDER

KW - SHARE

KW - COSTS

U2 - 10.1177/1094670507306686

DO - 10.1177/1094670507306686

M3 - Article

VL - 10

SP - 174

EP - 186

JO - Journal of Service Research

JF - Journal of Service Research

SN - 1094-6705

IS - 2

ER -

ID: 4633061