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Article
The Long Good-Bye: The Dissolution of Customer-Service Provider Relationships
Psychology and Marketing
  • Robin A. Coulter
  • Mark Ligas, Fairfield University
Document Type
Article
Publication Date
1-1-2000
Disciplines
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

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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
None
Peer Reviewed
Citation Information
Robin A. Coulter and Mark Ligas. "The Long Good-Bye: The Dissolution of Customer-Service Provider Relationships" Psychology and Marketing Vol. 17 Iss. 8 (2000)
Available at: http://works.bepress.com/mark_ligas/2/