An empirical examination of customer disengagement strategies, perceived justice and negative behaviours

Original language	English
Publication status	Published - 26 May 2015
Event	44th European Academy of Marketing Conference - Leuven, Belgium Duration: 26 May 2015 → 29 May 2015

Conference

Conference	44th European Academy of Marketing Conference
Country/Territory	Belgium
City	Leuven
Period	26/05/15 → 29/05/15

Keywords

• customer disengagement
• business relationship termination
• perceived justice
• service recovery
• negative behavioural responses

Projects

Projects per year 2013 2013 2013

• 1 Active

Projects per year

• Examining Customers' Reactions to Intentional Failures

  Nazifi, A., El-Manstrly, D., Gelbrich, K., Roschk, H., Marder, B., Tregear, A., Auxtova , K. & Ordenes‬, F. V.

  1/09/13 → …

  Project: Non-funded project

  • Termination 100%
  • Service Failure 74%
  • Intentionality 71%
  • Service Recovery 44%
  • Anger 40%

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Nazifi, A., & El-Manstrly, D. (2015). An empirical examination of customer disengagement strategies, perceived justice and negative behaviours. Abstract from 44th European Academy of Marketing Conference, Leuven, Belgium.

Nazifi, Amin ; El-Manstrly, Dahlia. / An empirical examination of customer disengagement strategies, perceived justice and negative behaviours. Abstract from 44th European Academy of Marketing Conference, Leuven, Belgium.

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title = "An empirical examination of customer disengagement strategies, perceived justice and negative behaviours",

keywords = "customer disengagement, business relationship termination, perceived justice, service recovery, negative behavioural responses",

author = "Amin Nazifi and Dahlia El-Manstrly",

year = "2015",

month = may,

day = "26",

language = "English",

note = "44th European Academy of Marketing Conference ; Conference date: 26-05-2015 Through 29-05-2015",

}

Nazifi, A & El-Manstrly, D 2015, 'An empirical examination of customer disengagement strategies, perceived justice and negative behaviours', 44th European Academy of Marketing Conference, Leuven, Belgium, 26/05/15 - 29/05/15.

An empirical examination of customer disengagement strategies, perceived justice and negative behaviours. / Nazifi, Amin; El-Manstrly, Dahlia.

2015. Abstract from 44th European Academy of Marketing Conference, Leuven, Belgium.

Research output: Contribution to conference › Abstract › peer-review

TY - CONF

T1 - An empirical examination of customer disengagement strategies, perceived justice and negative behaviours

AU - Nazifi, Amin

AU - El-Manstrly, Dahlia

PY - 2015/5/26

Y1 - 2015/5/26

KW - customer disengagement

KW - business relationship termination

KW - perceived justice

KW - service recovery

KW - negative behavioural responses

M3 - Abstract

T2 - 44th European Academy of Marketing Conference

Y2 - 26 May 2015 through 29 May 2015

ER -

Nazifi A, El-Manstrly D. An empirical examination of customer disengagement strategies, perceived justice and negative behaviours. 2015. Abstract from 44th European Academy of Marketing Conference, Leuven, Belgium.