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Brand defection in a business-to-business financial service · Study

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ArticleBrand defection in a business-to-business financial service

Svetlana Bogomolova2008

Article2008

Brand defection in a business-to-business financial service

Svetlana Bogomolova · Jenni Romaniuk

38 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Customer churn and segmentation

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References

1957A Theory of Cognitive Dissonance 2017A Theory of Cognitive Dissonance 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity 1990Zero defections: quality comes to services.1995Customer Switching Behavior in Service Industries: An Exploratory Study 1993Customer satisfaction, customer retention, and market share 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy 1993Consumer Behavior: Buying, Having and Being

Cited by

2010Inactivity and the dynamics of relationship development: a proposed model 2017Exploring the incidence and antecedents of buying an FMCG brand and UPC for the first time 2019Extending the double jeopardy and duplication of purchase laws to the wine market 2011Under the marketers' radar: Commonly ignored triggers for brand repertoire changes 2011Reasons for non-consideration of brands and the role of prior experience

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2009Life after death? Analyzing post-defection consumer brand equityarticle · 14 shared references 2010Brand equity of defectors and never boughts in a business financial marketarticle · 11 shared references 2011Under the marketers' radar: Commonly ignored triggers for brand repertoire changesarticle · 9 shared references 2010Customer switching behaviour in the Chinese retail banking industryarticle · 8 shared references 2011Customer attitudes of stayers and defectors in B2B services: Are they really different?article · 8 shared references 2015Customer defection in retail bankingarticle · 8 shared references

Details

Year2008

Typearticle

Published2008-07-30

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations38

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jbusres.2008.05.008

openalex_workW2043723990

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