Figure 7-6Causes Behind Service Switching

Service Switching Behavior

• High Price

• Price Increases

• Unfair Pricing

• Deceptive Pricing

Pricing

• Location/Hours

• Wait for Appointment

• Wait for Service

Inconvenience

• Service Mistakes

• Billing Errors

• Service Catastrophe

Core Service Failure

• Uncaring

• Impolite

• Unresponsive

• Unknowledgeable

Service Encounter Failures

• Negative Response

• No Response

• Reluctant Response

Response to Service Failure

• Found Better Service

Competition

• Cheat

• Hard Sell

• Unsafe

• Conflict of Interest

Ethical Problems

• Customer Moved

• Provider Closed

Involuntary Switching

Source: Sue Keaveney

Previous slide

Next slide

Back to first slide

View graphic version