Critical incidents and customer infidelity (notice n° 568569)
[ vue normale ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01794cam a2200277 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121130928.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | N’Goala, Gilles |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Critical incidents and customer infidelity |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2010.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 12 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This research aims to assess the effects of critical incidents on customer infidelity. An empirical study was conducted in the banking sector using a convenience sample of 1,999 consumers. This leads us 1) to classify forty critical incidents identified by exploratory factor analysis, 2) to estimate the effects of each type of incident on the propensity of consumers to switch banks, i.e., to migrate all or part of their resources to service competitors, and 3) to observe the differential impact of critical incidents according to the degrees of seniority and exclusivity of the relationship. The results show that incidents related to encounters with contact personnel, poor claims management, service pricing, and problems with central service delivery are, in order, the strongest triggers for switching service providers. However, product offerings by competitors have a more moderate effect on infidelity, and this is true for both old and new customers. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | critical incidents |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | infidelity |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | consumer |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | relationship marketing |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | banking |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | critical incidents |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Infidelity |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | consumer |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | relationship marketing |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | banking |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Revue internationale de Psychosociologie | XV | 36 | 2010-01-21 | p. 309-333 | 1260-1705 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-revue-internationale-de-psychosociologie-2009-36-page-309?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-revue-internationale-de-psychosociologie-2009-36-page-309?lang=en&redirect-ssocas=7080</a> |
Pas d'exemplaire disponible.
Réseaux sociaux