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.
Publication Title
Psychology and Marketing
Repository Citation
Coulter, Robin A. and Ligas, Mark, "The Long Good-Bye: The Dissolution of Customer-Service Provider Relationships" (2000). Business Faculty Publications. 69.
https://digitalcommons.fairfield.edu/business-facultypubs/69
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
Comments
Copyright 2000 Wiley
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