TY - JOUR
T1 - The “I Love To Hate Them” Relationship with Cell Phone Service Providers
T2 - The Role of Customer Inertia and Anger
AU - Carter, Leanne
AU - Gray, David
AU - D'Alessandro, Steven
AU - Johnson, Lester
PY - 2016/10/1
Y1 - 2016/10/1
N2 - This qualitative study of both switchers and nonswitchers in the telecommunication service provider industry affords new insights into consumers’ switching behaviors and the role of inertia in the context of the telecommunications industry, and why people may avoid switching even when their circumstances allow them this option. What also emerges from this research is not only the effect of consumer perceptions of particular transactions, but also that the perception of the overall market conditions in terms of fairness and trust of all providers is an important basis for the consideration of switching.
AB - This qualitative study of both switchers and nonswitchers in the telecommunication service provider industry affords new insights into consumers’ switching behaviors and the role of inertia in the context of the telecommunications industry, and why people may avoid switching even when their circumstances allow them this option. What also emerges from this research is not only the effect of consumer perceptions of particular transactions, but also that the perception of the overall market conditions in terms of fairness and trust of all providers is an important basis for the consideration of switching.
UR - http://www.scopus.com/inward/record.url?scp=84995543358&partnerID=8YFLogxK
U2 - 10.1080/15332969.2016.1217680
DO - 10.1080/15332969.2016.1217680
M3 - Article
AN - SCOPUS:84995543358
SN - 1533-2969
VL - 37
SP - 225
EP - 240
JO - Services Marketing Quarterly
JF - Services Marketing Quarterly
IS - 4
ER -