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The long good‐bye: The dissolution of customer‐service provider relationships
Author(s) -
Coulter Robin A.,
Ligas Mark
Publication year - 2000
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/1520-6793(200008)17:8<669::aid-mar2>3.0.co;2-t
Subject(s) - service provider , dissolution , service (business) , perspective (graphical) , marketing , service level objective , customer service , business , psychology , process management , service design , computer science , chemistry , artificial intelligence
Our research examines customer‐service provider relationship dissolution. We conducted in‐depth interviews with five women who recently took at least several months to terminate a service relationship. The data provide a holistic perspective on why consumers take a long time to exit, how they exit, and their expectations about rekindling their relationships. Based on our data, we conceptualize a model of the long exit , a process that includes a dissolution stage, an exit stage, and a post‐dissolution stage. Our model offers a theoretical framework of service dissolution, as well as practical implications for service providers. © 2000 John Wiley & Sons, Inc.