Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination

Amin Nazifi; Dahlia El-Manstrly

doi:10.1007/978-3-319-66023-3_187

Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination

Amin Nazifi, Dahlia El-Manstrly

Marketing

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution book

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Abstract

There are an increasing number of reports on termination of customer relationships initiated by major banks in the press. Yet, our understanding of the negative consequences of firm-initiated service termination is still very limited. This study looks at two distinct termination strategies (firm-oriented and customer oriented) to compare how customers perceive and react to these termination strategies. In particular, we examine how perceived severity of the two strategies affects customers' distributive justice, anger, customers' complaint behaviour and revenge intentions. We also explore the mediating role of distributive justice and anger as well as the moderating role of attitude towards complaining. We use an experiment in a retail banking context. 746 adult consumers were recruited from a US online panel with quota for age and gender. Our results show that a firm-oriented approach is perceived as more severe and less fair compared with a customer-oriented approach. A firm-oriented approach also leads to higher level of anger, complaint behaviour and revenge intentions. We also find support for the mediating role of anger and distributive justice on the severity behavioural responses' links and also the moderating role of attitude towards complaining on the effects of anger on revenge and third-party complaint behaviours. This study contributes to the service termination literature by providing a comprehensive model of disengaged customers’ attitudinal, emotional and behavioural reactions to firm-initiated service termination.

Original language	English
Title of host publication	Back to the Future: Using Marketing Basics to Provide Customer Value. AMSAC 2017. Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Place of Publication	Cham
Publisher	Springer
Pages	567-567
Number of pages	1
ISBN (Print)	978-3-319-66022-6
DOIs	https://doi.org/10.1007/978-3-319-66023-3_187
Publication status	Published - 6 Dec 2017
Event	Academy of Marketing Science 45th Annual Conference: Back to the Future: Using Marketing Basics to Provide Customer Value - Hotel del Coronado, San Diego, United States Duration: 24 May 2017 → 26 May 2017

Conference

Conference	Academy of Marketing Science 45th Annual Conference
Country/Territory	United States
City	San Diego
Period	24/05/17 → 26/05/17

Keywords

firm-initiated srvice termination
distributive justice
anger
customers' complaint behaviour
revenge

Access to Document

10.1007/978-3-319-66023-3_187

Nazifi-El-Manstrly-AMSAC-2017-Customers-attitudinal-emotional-and-behavioural-responses-to-firm-initiatedAccepted author manuscript, 270 KB

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

Cite this

Nazifi, A., & El-Manstrly, D. (2017). Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination. In Back to the Future: Using Marketing Basics to Provide Customer Value. AMSAC 2017. Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 567-567). Springer. https://doi.org/10.1007/978-3-319-66023-3_187

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title = "Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination",

abstract = "There are an increasing number of reports on termination of customer relationships initiated by major banks in the press. Yet, our understanding of the negative consequences of firm-initiated service termination is still very limited. This study looks at two distinct termination strategies (firm-oriented and customer oriented) to compare how customers perceive and react to these termination strategies. In particular, we examine how perceived severity of the two strategies affects customers' distributive justice, anger, customers' complaint behaviour and revenge intentions. We also explore the mediating role of distributive justice and anger as well as the moderating role of attitude towards complaining. We use an experiment in a retail banking context. 746 adult consumers were recruited from a US online panel with quota for age and gender. Our results show that a firm-oriented approach is perceived as more severe and less fair compared with a customer-oriented approach. A firm-oriented approach also leads to higher level of anger, complaint behaviour and revenge intentions. We also find support for the mediating role of anger and distributive justice on the severity behavioural responses' links and also the moderating role of attitude towards complaining on the effects of anger on revenge and third-party complaint behaviours. This study contributes to the service termination literature by providing a comprehensive model of disengaged customers{\textquoteright} attitudinal, emotional and behavioural reactions to firm-initiated service termination.",

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Nazifi, A & El-Manstrly, D 2017, Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination. in Back to the Future: Using Marketing Basics to Provide Customer Value. AMSAC 2017. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham, pp. 567-567, Academy of Marketing Science 45th Annual Conference, San Diego, United States, 24/05/17. https://doi.org/10.1007/978-3-319-66023-3_187

Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination. / Nazifi, Amin; El-Manstrly, Dahlia.
Back to the Future: Using Marketing Basics to Provide Customer Value. AMSAC 2017. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer, 2017. p. 567-567.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution book

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AU - El-Manstrly, Dahlia

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N2 - There are an increasing number of reports on termination of customer relationships initiated by major banks in the press. Yet, our understanding of the negative consequences of firm-initiated service termination is still very limited. This study looks at two distinct termination strategies (firm-oriented and customer oriented) to compare how customers perceive and react to these termination strategies. In particular, we examine how perceived severity of the two strategies affects customers' distributive justice, anger, customers' complaint behaviour and revenge intentions. We also explore the mediating role of distributive justice and anger as well as the moderating role of attitude towards complaining. We use an experiment in a retail banking context. 746 adult consumers were recruited from a US online panel with quota for age and gender. Our results show that a firm-oriented approach is perceived as more severe and less fair compared with a customer-oriented approach. A firm-oriented approach also leads to higher level of anger, complaint behaviour and revenge intentions. We also find support for the mediating role of anger and distributive justice on the severity behavioural responses' links and also the moderating role of attitude towards complaining on the effects of anger on revenge and third-party complaint behaviours. This study contributes to the service termination literature by providing a comprehensive model of disengaged customers’ attitudinal, emotional and behavioural reactions to firm-initiated service termination.

AB - There are an increasing number of reports on termination of customer relationships initiated by major banks in the press. Yet, our understanding of the negative consequences of firm-initiated service termination is still very limited. This study looks at two distinct termination strategies (firm-oriented and customer oriented) to compare how customers perceive and react to these termination strategies. In particular, we examine how perceived severity of the two strategies affects customers' distributive justice, anger, customers' complaint behaviour and revenge intentions. We also explore the mediating role of distributive justice and anger as well as the moderating role of attitude towards complaining. We use an experiment in a retail banking context. 746 adult consumers were recruited from a US online panel with quota for age and gender. Our results show that a firm-oriented approach is perceived as more severe and less fair compared with a customer-oriented approach. A firm-oriented approach also leads to higher level of anger, complaint behaviour and revenge intentions. We also find support for the mediating role of anger and distributive justice on the severity behavioural responses' links and also the moderating role of attitude towards complaining on the effects of anger on revenge and third-party complaint behaviours. This study contributes to the service termination literature by providing a comprehensive model of disengaged customers’ attitudinal, emotional and behavioural reactions to firm-initiated service termination.

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BT - Back to the Future: Using Marketing Basics to Provide Customer Value. AMSAC 2017. Developments in Marketing Science

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CY - Cham

T2 - Academy of Marketing Science 45th Annual Conference

Y2 - 24 May 2017 through 26 May 2017

ER -

Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination

Abstract

Conference

Keywords

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Examining Customers' Reactions to Intentional Failures

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