| 10591. |
|
|
| 10592. |
- Roos, Inger, et al.
(författare)
-
Emotional Experiences in Customer Relationships : a Telecommunication Study
- 2008
-
Ingår i: International Journal of Service Industry Management, Vol. 19, No. 3, pp. 281-301.
-
Tidskriftsartikel (refereegranskat)abstract
- AbstractPurpose: This study aims at deepening understanding of the role of emotion in customer switching processes and identifying the relative frequency of negative discrete emotions in terms of different triggers. Approach/Methodology: Customers of Swedish telecommunications services were interviewed about their switching processes. The interviews were analyzed according to SPAT (Switching Path Analysis Technique), which divides relationships into different stages in accordance with their relevance to the relationship strength. The ultimate focus is on self-reported emotions embedded in the switching process.Findings: The main finding was that the identified emotions was located in the trigger part of the relationship, and was expressed by the respondents during the switching process in form of Annoyance, Anxiety, Disappointment, Dissatisfaction, Distress, Depression, Rage, Stress and Tension. Research limitations: The empirical study is conducted within the telecom industry which may influence the switching frequency because of the deregulations in the beginning of this decade. Our interpretation of valence and activation was based on theoretical assumptions about where various discrete emotions are located on a continuum.
|
|
| 10593. |
|
|
| 10594. |
- Roos, Inger, et al.
(författare)
-
Extending Understanding of Customer Relationship Stability: The Concept of The Blind Spot in Service Research
- 2011
-
Konferensbidrag (refereegranskat)abstract
- ABSTRACTThis paper introduces the blind spot as a concept in service research. In the customer-relationship context the blind spot refers to the service providers inability to grasp the divergence between the customers patronage behavior, relationship perceptions and relational mode, and the temporal lability inherent in them. Consequently, the service provider makes a misestimation of the stability of the customer relationship. This constitutes a major challenge for service providers in their efforts to create customer value and develop relationships in order to maintain a loyal customer base. In addressing the challenge the writers develop the notion of blind spots in customer relationships, assess their consequences and propose a set of guidelines in order to reduce their effects.
|
|
| 10595. |
- Roos, Inger
(författare)
-
Methods of Investigating Critical Incidents: A Comparative Review
- 2002
-
Ingår i: Journal of Service Research, Vol. 4, No. 3, February, pp. 193-204.
-
Tidskriftsartikel (refereegranskat)abstract
- ABSTRACTThe methods used for analysing customer relationships have traditionally focused exclusively on service encounters. Recently, researchers have presented these service encounters as a flow or process, although without taking time into account. Both of these perspectives on customer relationships have provided the means for developing a process-based method that does take time into account. This makes it possible to analyze and describe a customer relationship in which effects and consequences can be represented, and the influenced and influencing factors prioritized. Given that the domain for analyzing the customer relationship is a switch from one service provider to another, the consequence is clear. The switch is identical to the consequence. The consequence, again, defines the criticality. Criticality and context are key concepts in the search for a deeper understanding of customer relationships, and efforts are made to include them in the development of the methods put forward in this article.Keywords: SPAT, method development, critical incidents, customer relationships, switching behavior
|
|
| 10596. |
- Roos, Inger, et al.
(författare)
-
Perceived Affective Feelings in Service Relationships : A Study of Triggers in Switching Processes
- 2006
-
Konferensbidrag (refereegranskat)abstract
- ABSTRACTThis study deals with the challenging area of customer reactions, in service research labelled customers emotional reactions in relationships. The impact of emotions on customer relationships has occurred sporadically in service research for about two decades. In this study, affective feelings are connected to customer switching processes in telecom relationships. However, not many empirical studies have been carried out. The combination of affective feelings and switching processes has been neglected in the literature. Affective feelings, however, may be a major potential addition to our understanding of customer relationships, in terms of their stability. Customers affective feelings related to actual switching behavior may reveal new insights into different categories of switching processes. Affective feelings may also deepen our knowledge of similar switching-process categories in cases where different emotions are expressed. Accordingly, the emotion-related knowledge can be of significance to subsequent behavior in customer relationships. In other words, our understanding of the stability function of the relationships may benefit from the findings.Keywords: Service relationships, Switching process, Trigger, Affective feelings
|
|
| 10597. |
|
|
| 10598. |
- Roos, Inger
(författare)
-
Segmentering av kunder i ett byteperspektiv
- 2012. - 2
-
Ingår i: Marknadsföring i tjänsteekonomin. - : Gylling: Naryana Press och Lund: Studentlitteratur. - 9789144059747
-
Bokkapitel (övrigt vetenskapligt/konstnärligt)
|
|
| 10599. |
- Roos, Inger, et al.
(författare)
-
Should we Differentiate Between Business and Private Customers?
- 2010
-
Konferensbidrag (refereegranskat)abstract
- AbstractThe question we pose in this paper is how similar or different really private and business customers are? There are several potential differences among these two groups. It can be assumed that the private customers generally are more free to make their own choices based on what best fits their needs. While a business customer may have more limits and can be more bound by company policies and contracts when selecting a service provider. The context we have chosen for this study is air travel. The context is relevant since business and private customers make similar choices; they need to go from one location to another. The results are based on qualitative studies.It turned out that the business customers were not as bound by company policies as we first thought. The findings showed a partially different decision-process character where the private costs in terms of family and personal needs occurred as being the most important aspects of the relationships between business customers and the airport service and flights in comparison. The results show that in companies not only job matters such as possibility to work decide the way of travelling but equally important are the clearly private aspects in the choice situations such as time with family. Time is accordingly an important asset for business customers, which was assumed, but it is not time in combination with companys strategies or programs that decide but pure private motives that act basis when departure and arrival occur in the business-traveling customers week programs.Price was found to be important but not as important as was customers possibilities to work or time with the family. The implication is that in a theoretical perspective the function of the consideration sets (Srinivasan 1987; Nedungadi 1990; Heide and Weiss 1995; Grewal et al. 1999) of private and business customers appears to look the same, only the features differ. In comparison with the complex service-purchasing process models (Valk and Rozemeijer 2009) of the business-relationship literature the procedure seems not always to occur in a structured way and in accordance with the company strategies. The implication is that airline companies build their programs on premises that are not used by business customers.
|
|
| 10600. |
|
|
