Understanding the causes of defection among satisfied B2B service customers

Naumann, Earl, Haverila, Matti, Khan, M. Sajid and Williams, Paul (2010) Understanding the causes of defection among satisfied B2B service customers. Journal of Marketing Management, 26 (9-10), 878-900. (doi:10.1080/02672571003647750).

Record type: Article

Abstract

Many research studies conclude that satisfaction is strongly and positively related to repurchase intentions and loyalty behaviour. However, companies are often faced with the perplexing question of why some customers, who are satisfied, still switch suppliers given the right circumstances. To answer this question, an exploratory research study was conducted in the facilities-management industry with business-to-business service customers. The study was conducted in two stages: an exploratory stage that focused on the industry as a whole, and a confirmatory stage that focused on lost customers from one specific company. It was found that switching motives and actual reasons for switching are quite different. Customers, despite being satisfied, are more likely to switch suppliers for price reasons than they originally stated.

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