Reaching the breaking point: a dynamic process theory of business-to-business customer defection

[1]  Matthias Meister.  Image Theory Theoretical And Empirical Foundations , 2016 .

[2]  Roger G. Newton.  The Science of Energy , 2012 .

[3]  Sylwia Męcfal.  Recenzja książki. Robert K. yin, Case Study Research. Design and Methods (fourth Edition), thousand Oaks, CA: Sage Publications, 2009 , 2012 .

[4]  Harriet Kung,et al.  Science for Energy , 2011 .

[5]  Vanessa May,et al.  What is Narrative Analysis , 2010 .

[6]  K. Weber,et al.  The Service Encounter , 2008 .

[7]  Eric Lowitt,et al.  A better way to design loyalty programs , 2008 .

[8]  P. Verhoef,et al.  Critical Incidents and the Impact of Satisfaction on Customer Share , 2008 .

[9]  野中 郁次郎,et al.  The knowledge-creating company , 2008 .

[10]  Kent Grayson,et al.  Friendship versus Business in Marketing Relationships , 2007 .

[11]  Ajay K. Kohli,et al.  Rethinking Customer Solutions: From Product Bundles to Relational Processes , 2007 .

[12]  R. GrahamJohn,et al.  Value Destruction and Financial Reporting Decisions , 2006 .

[13]  Katherine N. Lemon,et al.  The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers , 2006, Manag. Sci..

[14]  Jae-Hyeon Ahn,et al.  Customer churn analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry , 2006 .

[15]  G. Hughes.  In search of excellence , 2006, Emergency Medicine Journal.

[16]  John F. Sherry,et al.  Creating a Market Orientation: A Longitudinal, Multifirm, Grounded Analysis of Cultural Transformation , 2006 .

[17]  Jan B. Heide,et al.  Friends, Businesspeople, and Relationship Roles: A Conceptual Framework and a Research Agenda , 2006 .

[18]  Laura ter Doest,et al.  Personal Goal Facilitation through Work: Implications for Employee Satisfaction and Well‐Being , 2006 .

[19]  Neil A. Morgan,et al.  Understanding Firms’ Customer Satisfaction Information Usage , 2005 .

[20]  Helena Åkerlund,et al.  Fading customer relationships in professional services , 2005 .

[21]  Timothy L. Keiningham,et al.  Actual Purchase as a Proxy for Share of Wallet , 2005 .

[22]  Piyush Kumar.  The competitive impact of service process improvement: Examining customers’ waiting experiences in retail markets , 2005 .

[23]  David E. Hansen.  Assessing Industrial Buyer Preferences: Using the Swait-Louviere Test to Test the Key Informant Assumption , 2004 .

[24]  Rajdeep Grewal,et al.  The Role of Relational Knowledge Stores in Interfirm Partnering , 2004 .

[25]  Jean Hartley,et al.  Case study research , 2004 .

[26]  Bo Edvardsson,et al.  Customer Switching Patterns in Competitive and Noncompetitive Service Industries , 2004 .

[27]  J. Dawes.  Price changes and defection levels in a subscription‐type market: can an estimation model really predict defection levels? , 2004 .

[28]  P. Verhoef.  Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development , 2003 .

[29]  Ruth N. Bolton,et al.  Striking the Right Balance , 2003 .

[30]  Susan M. Broniarczyk,et al.  Factors influencing the likelihood of customer defection: The role of consumer knowledge , 2003 .

[31]  Judy K. Frels,et al.  Consumer switching costs: A typology, antecedents, and consequences , 2003 .

[32]  Katherine N. Lemon,et al.  What Is the True Value of a Lost Customer? , 2003 .

[33]  Judy A. Siguaw,et al.  Measuring the Performance of Suppliers: An Analysis of Evaluation Processes , 2002 .

[34]  R. B. Woodruff,et al.  Exploring the Phenomenon of Customers' Desired Value Change in a Business-to-Business Context , 2002 .

[35]  Aino Halinen,et al.  A process theory of relationship ending , 2002 .

[36]  Katherine N. Lemon,et al.  Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision , 2002 .

[37]  G. W. Maier,et al.  The role of personal work goals in newcomers' job satisfaction and organizational commitment: a longitudinal analysis. , 2001, The Journal of applied psychology.

[38]  Mark B. Houston,et al.  Cross-Unit Competition for a Market Charter: The Enduring Influence of Structure , 2001 .

[39]  B. Edvardsson,et al.  Customer Complaints and Switching Behavior—A Study of Relationship Dynamics in a Telecommunication Company , 2003 .

[40]  J. Tähtinen.  The Process of Business Relationship Ending – Its Stages and Actors , 2000 .

[41]  Robin A. Coulter,et al.  The long good-bye: The dissolution of customer-service provider relationships , 2000 .

[42]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[43]  P. K. Kannan,et al.  Implications of loyalty program membership and service experiences for customer retention and value , 2000 .

[44]  Joseph P. Cannon,et al.  Buyer–Seller Relationships in Business Markets , 1999 .

[45]  Linda L. Price,et al.  Commercial Friendships: Service Provider–Client Relationships in Context , 1999 .

[46]  Charles H. Noble,et al.  Implementing Marketing Strategies: Developing and Testing a Managerial Theory , 1999 .

[47]  R. Oliver.  Whence Consumer Loyalty? , 1999 .

[48]  I. Roos.  Switching Processes in Customer Relationships , 1999 .

[49]  Katherine N. Lemon,et al.  A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction , 1999 .

[50]  J. Whitney.  Case Study Research , 1999 .

[51]  S. Fournier,et al.  Consumers and Their Brands: Developing Relationship Theory in Consumer Research , 1998 .

[52]  S. Fournier,et al.  Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies , 1998 .

[53]  C. Seidl,et al.  A New Test of Image Theory. , 1998, Organizational behavior and human decision processes.

[54]  Christine Moorman,et al.  The Convergence of Planning and Execution: Improvisation in New Product Development , 1998 .

[55]  R. Atkinson.  The Life Story Interview , 1998 .

[56]  Anselm L. Strauss,et al.  Basics of qualitative research : techniques and procedures for developing grounded theory , 1998 .

[57]  Craig J Thompson.  Interpreting Consumers: A Hermeneutical Framework for Deriving Marketing Insights from the Texts of Consumers’ Consumption Stories , 1997 .

[58]  Renee Fontenot,et al.  Relational exchange: A review of selected models for a prediction matrix of relationship activities , 1997 .

[59]  B. Uzzi,et al.  Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness , 1997 .

[60]  J. T. Austin,et al.  Goal constructs in psychology: Structure, process, and content. , 1996 .

[61]  F. Reichheld.  LEARNING FROM CUSTOMER DEFECTIONS , 1996 .

[62]  David T. Wilson.  An integrated model of buyer-seller relationships , 1995 .

[63]  Susan M. Keaveney,et al.  Customer Switching Behavior in Service Industries: An Exploratory Study , 1995 .

[64]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[65]  Sue Birley,et al.  The impact of organizational values, goals, and climate on marketing effectiveness , 1994 .

[66]  Gary L. Frazier,et al.  Advances in distribution channel research , 1994 .

[67]  Matthew B. Miles,et al.  Qualitative Data Analysis: An Expanded Sourcebook , 1994 .

[68]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

[69]  Mark A. Davis,et al.  A Typology of Retail Failures and Recoveries , 1993 .

[70]  M. J. Houston,et al.  Goal-Oriented Experiences and the Development of Knowledge , 1993 .

[71]  S. Vitell,et al.  Marketing norms: The influence of personal moral philosophies and organizational ethical culture , 1993 .

[72]  Vijay Mahajan,et al.  Assessing the Impact of Competitive Entry on Market Expansion and Incumbent Sales , 1993 .

[73]  R. Rust,et al.  Customer satisfaction, customer retention, and market share , 1993 .

[74]  F. Webster.  The Changing Role of Marketing in the Corporation , 1992 .

[75]  B. Golden.  The past is the past--or is it? The use of retrospective accounts as indicators of past strategy. , 1992, Academy of Management journal. Academy of Management.

[76]  Jan B. Heide,et al.  Do Norms Matter in Marketing Relationships? , 1992 .

[77]  Barton A. Weitz,et al.  The Use of Pledges to Build and Sustain Commitment in Distribution Channels , 1992 .

[78]  R. Hogarth,et al.  Order effects in belief updating: The belief-adjustment model , 1992, Cognitive Psychology.

[79]  W. C. Benton,et al.  Vendor selection criteria and methods , 1991 .

[80]  Ruth N. Bolton,et al.  A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes , 1991 .

[81]  A. Strauss,et al.  Basics of qualitative research: Grounded theory procedures and techniques. , 1993 .

[82]  Dale T. Miller,et al.  Temporal order and the perceived mutability of events: implications for blame assignment , 1990 .

[83]  F. F. Reichheld,et al.  Zero defections: quality comes to services. , 1990, Harvard business review.

[84]  A. Pettigrew.  Longitudinal Field Research on Change: Theory and Practice , 1990 .

[85]  Bernard J. Jaworski,et al.  Market Orientation: The Construct, Research Propositions, and Managerial Implications , 1990 .

[86]  Mary Jo Bitner,et al.  The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .

[87]  Gary L. Wells,et al.  Counterfactual processing of normal and exceptional events , 1989 .

[88]  R. Deshpandé,et al.  Organizational Culture and Marketing: Defining the Research Agenda , 1989 .

[89]  K. Eisenhardt,et al.  Strategic decision processes in high velocity environments: four cases in the microcomputer industry , 1988 .

[90]  William Samuelson,et al.  Status quo bias in decision making , 1988 .

[91]  Grant Mccracken.  The long interview , 1988 .

[92]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[93]  Lee Roy Beach,et al.  Image theory: Principles, goals, and plans in decision making , 1987 .

[94]  Lawrence A. Crosby,et al.  Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry , 1987 .

[95]  F. Dwyer,et al.  Developing Buyer-Seller Relationships , 1987 .

[96]  Anselm L. Strauss,et al.  Qualitative Analysis For Social Scientists , 1987 .

[97]  R. Weber.  Basic Content Analysis , 1986 .

[98]  E. Hirschman.  Humanistic Inquiry in Marketing Research: Philosophy, Method, and Criteria , 1986 .

[99]  Alan L. Wilkins.  The culture audit: A tool for understanding organizations , 1983 .

[100]  M. Gilly,et al.  Post-Purchase Consumer Processes and the Complaining Consumer , 1982 .

[101]  S. Davis,et al.  Matching corporate culture and business strategy , 1981 .

[102]  Christian Grönroos,et al.  Designing a long range marketing strategy for services , 1980 .

[103]  Klaus Krippendorff,et al.  Content Analysis: An Introduction to Its Methodology , 1980 .

[104]  J. Spradley.  The Ethnographic Interview , 1979 .

[105]  M. Rokeach.  The Nature Of Human Values , 1974 .

[106]  Y. Wind,et al.  A General Model for Understanding Organizational Buying Behavior , 1972 .

[107]  A. Battersby.  Plans and the Structure of Behavior , 1968 .

[108]  L. Pondy.  Organizational conflict: Concepts and models. , 1967 .

[109]  A. Strauss,et al.  The Discovery of Grounded Theory , 1967 .

[110]  H. Simon,et al.  On the concept of organizational goal. , 1964 .

[111]  G. Miller,et al.  Plans and the structure of behavior , 1960 .