Title

The Long Good-Bye: The Dissolution of Customer-Service Provider Relationships

Document Type

Article

Publication Date

2000

Abstract

Our research examines customer-service provider relationship dissolution. We conducted in-depth interviews with five women who recently took at least several months to terminate a service relationship. The data provide a holistic perspective on why consumers take a long time to exit, how they exit, and their expectations about rekindling their relationships. Based on our data, we conceptualize a model of the long exit, a process that includes a dissolution stage, an exit stage, and a post-dissolution stage. Our model offers a theoretical framework of service dissolution, as well as practical implications for service providers.

Comments

Copyright 2000 Wiley

A link to full-text has been provided for authorized subscribers.

Publication Title

Psychology and Marketing

Published Citation

Coulter, Robin A. and Mark Ligas (2000), “The Long Good-Bye: The Dissolution of Customer-Service Provider Relationships,” Psychology and Marketing, 17 (8), 669-695.

DOI

10.1002/1520-6793(200008)17:8<669::AID-MAR2>3.0.CO;2-T

Peer Reviewed