The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business-to-business (B2B) services sector. This review paper synthesises the findings from previous...

This research investigates inertia in a financial services context, with particular focus on the reasons for consumers’ dissatisfaction and inert behaviour, and studies the customers’ complaining behaviours and past and future inertia. The study utilised a two part methodology, including...

Purpose - To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business-to-business (B2B) services sector. Design/methodology/approach - A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the...

Switching costs has been recognised as a primary reason why dissatisfied customers stay with their suppliers. While a validated multidimensional scale of switching costs exists in a business-to-consumer context, there has been little empirical research effort devoted to operationalising...

This paper presents a research model to explore the (i) direct effects of independent variables (interpersonal relationship and attractiveness of alternatives) on behavioural loyalty, (ii) the mediating effects of dependence and calculative commitment on the relationship between independent...

The literature argues that the alternative outcomes of a customer either ending or continuing a struggling relationship not only depend on the determinant factors or switching barriers, but also on the essential nature of the relationship. This paper adapts a broad social exchange framework to...

In this paper we show that the "Coase problem" of the private oversupply of inputs applies equally to investors supplying capital to firms. Investors would like to commit to supplying only the monopoly amount of capital to an industry, but ex-post may be tempted to fund a second firm, devaluing...

It is often useful to have a framework for guiding decisions about process when carrying out or facilitating some intervention. This paper describes such a framework, developed out of combining participatory rural appraisal (PRA) with various OR/systems methods, that we have used in work in both...

This paper explores a number of different theoretical positions concerned with the methodology, philosophy, process and practice of OR. These are presented in order to air some of the debates relevant to the theory of (or the role of theory in) OR, but not to provide any definitive resolution to...