Customer attitudes of stayers and defectors in B2B services: Are they really different?

Williams, Paul, Khan, M. Sajid, Ashill, Nicholas J. and Naumann, Earl (2011) Customer attitudes of stayers and defectors in B2B services: Are they really different? Industrial Marketing Management, 40 (5), 805-815. (doi:10.1016/j.indmarman.2010.12.001).

Abstract

Identifying attitudinal differences between stayers and defectors is important in establishing a deeper understanding of customer satisfaction and loyalty research. Both managers and academics often use global customer attitudes, such as customer satisfaction and behavioral intentions, as determinants of customer loyalty. The implicit assumption is that customer satisfaction and/or behavioral intentions are valid, and accurate, predictors of actual loyalty behaviors. This study compares customer attitudes of stayers and defectors in B2B services using respondents (primary decision makers) from a Fortune 100 company. The results show that the commonly used customer metrics of service quality, satisfaction, and behavioral intentions have some differences between stayers and defectors. However, these metrics are shown to be relatively weak differentiators of actual customer defection. The stayers and defectors are much more similar, than different, on most metrics. The most notable difference is price perceptions, where defectors appear to be more price sensitive than stayers. These findings have significant implications for the design and use of customer-focused research by managers.

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Contributors

Author: Paul Williams

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