| ชื่อเรื่อง | : | Sustainable management and marketing : a re-evaluation of customer switching behaviour in service industries |
| นักวิจัย | : | Newby, Leonce. , Ward, Antony, 1947- |
| คำค้น | : | Applied research. , 900204 Wholesale and Retail Trade. , 150503 Marketing Management (incl. Strategy and Customer Relations) , Service industries , Customer services. , Marketing , Switching -- Service product -- Service failure |
| หน่วยงาน | : | Central Queensland University, Australia |
| ผู้ร่วมงาน | : | - |
| ปีพิมพ์ | : | 2552 |
| อ้างอิง | : | http://hdl.cqu.edu.au/10018/41254 , http://www.duplication.net.au/ANZMAC09/papers/ANZMAC2009-055.pdf , cqu:5215 |
| ที่มา | : | Newby, L and Ward, T 2009, Sustainable Management and Marketing: A re-evaluation of customer switching behaviour in service industries. Paper presented at ANZMAC 2009 Sustainable Management and Marketing conference Proceedings, 30 Nov to 2 Dec 2009, Melbourne, http://www.duplication.net.au/ANZMAC09/papers/ANZMAC2009-055.pdf |
| ความเชี่ยวชาญ | : | - |
| ความสัมพันธ์ | : | ANZMAC 2009 : Sustainable Management and Marketing Conference proceedings, 30 Nov to 2 Dec 2009, Melbourne, Victoria. Melbourne Vic Australia. : Promaco Conventions Pty Ltd, 2009. p. 1-8 8 pages Refereed 1863081607 , ACQUIRE [electronic resource] : Central Queensland University Institutional Repository. |
| ขอบเขตของเนื้อหา | : | - |
| บทคัดย่อ/คำอธิบาย | : | This empirical paper describes the findings from a survey of 120 consumers on the reported causes of switching service product suppliers. Ten principal causes for switching were identified and respondents were asked to identify all of the reasons why they had switched for a recent service product purchase. The results were rank ordered and compared with the seminal study by Keaveney (1995) who used seven causes. The main similarity was the confirmation that ‘Core service failure’ was the principal cause of switching in both studies, accounting for about 30% of events. The main difference was that ‘Competition’ moved from sixth ranked in the Keaveney study to second in this study, indicating perhaps the increasing competitiveness of contemporary markets. |
| บรรณานุกรม | : |
Newby, Leonce. , Ward, Antony, 1947- . (2552). Sustainable management and marketing : a re-evaluation of customer switching behaviour in service industries.
กรุงเทพมหานคร : Central Queensland University, Australia. Newby, Leonce. , Ward, Antony, 1947- . 2552. "Sustainable management and marketing : a re-evaluation of customer switching behaviour in service industries".
กรุงเทพมหานคร : Central Queensland University, Australia. Newby, Leonce. , Ward, Antony, 1947- . "Sustainable management and marketing : a re-evaluation of customer switching behaviour in service industries."
กรุงเทพมหานคร : Central Queensland University, Australia, 2552. Print. Newby, Leonce. , Ward, Antony, 1947- . Sustainable management and marketing : a re-evaluation of customer switching behaviour in service industries. กรุงเทพมหานคร : Central Queensland University, Australia; 2552.
|
ridm@nrct.go.th ระบบคลังข้อมูลงานวิจัยไทย รายการโปรดที่คุณเลือกไว้
