Venkata Yanamandram

Switching barriers in business-to-business services: a qualitative study

Purpose – To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector.Design/methodology/approach – A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected.Findings – Assessment of the reasons why dissatisfied customers stayed with the service providers resulted in six categories. The categories were found to be, in order of decreasing frequency, impact of alternative providers, switching costs (18), others (17), inertia (14), investment in relationships (13), and service recovery (13). The results not only confirmed factors found in the literature, but also uncovered 11 other factors.Research limitations/implications – The sample size, whilst appropriate for qualitative research, should be co...

A model of customer retention of dissatisfied business services customers

Purpose – The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business‐to‐business (B2B) services sector.Design/methodology/approach – This review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment.Findings – Five major factors deter customers from switching to an alternative service provider: switching costs; interpersonal relationships; the attractiveness of alternatives; service recovery; and inertia. These factors are mediated by dependence and calculative commitment.Originality/value – This is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and s...

Quality-of-Life and Travel Motivations: Integrating the Two Concepts in the Grevillea Model

Find loads of the handbook of tourism and quality of life research book catalogues in this site as the choice of you visiting this page. You can also join to the website book library that will show you numerous books from any types. Literature, science, politics, and many more catalogues are presented to offer you the best book to find. The book that really makes you feels satisfied. Or thats the book that will save you from your job deadline.Over the past three decades, two bodies of literature have developed relatively independently: Quality-of-Life research in Psychology and Travel Motivations research in Tourism. Yet, the constructs underlying these two bodies of research are strongly interrelated. This book chapter (1) reviews the Quality-of-Life research area with a specific focus on the role of vacations as a Quality-of-Life domain, (2) reviews prior work in the area of Travel Motivations with a specific focus on motivational segments which may be associated with differences in the importance people attribute to vacations in general, and (3) proposes a conceptual model, referred to as the Grevillea Model, which integrates heterogeneity in the population with respect to both the importance attributed to vacations and Travel Motivations.

Are inertia and calculative commitment distinct constructs?: An empirical study in the financial services sector

Purpose – The purpose of this paper is to examine the extent to which inertia is distinct from calculative commitment and to extend the knowledge on these constructs in the corporate financial services context in Australia. The study proposes and empirically analyses a research model that considers switching costs as an antecedent to inertia and calculative commitment.Design/methodology/approach – An e‐mail URL‐embedded web questionnaire was used to collect data online from responding organisations. The psychometric properties of the measures were analysed using confirmatory factor analysis, and the hypothesised relationships among the latent constructs were estimated using structural equation modelling.Findings – The variance‐extracted test established discriminant validity between inertia and calculative commitment. Switching costs affected both inertia and calculative commitment differently.Research limitations/implications – The measurement scales should be subjected to further assessment before drawi...

Why do some business relationships persist despite dissatisfaction? a social exchange review

This paper reviews the relevant theories and marketing literature to develop a theoretical foundation for understanding the process and outcome of struggling business-to-business (B2B) customer relationships. Specifically, the paper provides a social exchange perspective of the factors that influence the likelihood of dissatisfied customers remaining in a present relationship by serving as deterrents to discontinuing the relationship. In doing so, the paper identifies the common features of, noteworthy differences among, and gaps in these theories. The paper also connects determinant factors to an outcome variable in order to explain what drives a customer in managing an unsatisfying business relationship, and therefore makes a conceptual contribution by proposing the effect of mediating variables, namely dependence and calculative commitment. Support for the hypothesized relationships would imply that specific investments are related to dependence or calculative commitment, which continues to play a role in generating customer outcomes.

Are inertia and calculative commitment distinct constructs

Purpose – The purpose of this paper is to examine the extent to which inertia is distinct from calculative commitment and to extend the knowledge on these constructs in the corporate financial services context in Australia. The study proposes and empirically analyses a research model that considers switching costs as an antecedent to inertia and calculative commitment.Design/methodology/approach – An e‐mail URL‐embedded web questionnaire was used to collect data online from responding organisations. The psychometric properties of the measures were analysed using confirmatory factor analysis, and the hypothesised relationships among the latent constructs were estimated using structural equation modelling.Findings – The variance‐extracted test established discriminant validity between inertia and calculative commitment. Switching costs affected both inertia and calculative commitment differently.Research limitations/implications – The measurement scales should be subjected to further assessment before drawi...

Patients' willingness to pay for diabetes disease state management services in Australian community pharmacies

Purpose – The purpose of this paper is to determine whether and how much patients would be willing to pay for diabetes disease state management (DSM) services in community pharmacies, and also to determine the relationships between willingness to pay (WTP) and different clinical/socio/demographic characteristics of patients.Design/methodology/approach – A sample of 130 diabetic patients recruited from 14 pharmacies across Sydney, Australia completed self‐administered questionnaires. SPSS 16.0 was used to assess WTP in four scenarios (50 and 100 percent improvement in diabetes control after a 30 minute initial and 30 minute follow‐up consultation, respectively). Descriptive and inferential statistical techniques (regression) were used to analyse data.Findings – Patients are willing to pay a median of AUS

Does big data analytics influence frontline employees in services marketing

30 for 50 percent improvement and AUS

Are inertia and calculative commitment distinct constructs? An indirect test in the financial services sector

40 for 100 percent improvement per 30 minute initial consultation, and AUS

The contribution of vacations to quality of life

20 for 50 percent improvement and AUS