The Long Good-Bye: The Dissolution of Customer-Service Provider RelationshipsPsychology and Marketing
AbstractOur 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.
Published CitationCoulter, Robin A. and Mark Ligas (2000), “The Long Good-Bye: The Dissolution of Customer-Service Provider Relationships,” Psychology and Marketing, 17 (8), 669-695.
Citation InformationRobin 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/