Relevant bibliographies by topics / Customer service-switching

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  1. Journal articles
  2. Dissertations / Theses
  3. Book chapters
  4. Conference papers

Academic literature on the topic 'Customer service-switching'

Author: Grafiati
Published: 19 February 2023

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Journal articles on the topic "Customer service-switching"

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Widyaningrum, Hapsari Wahyu, Naili Farida, and Apriatni Endang Prihatini. "Pengaruh Product Quality dan Service Quality terhadap Brand Switching Melalui Customer Value (Studi pada Mantan Pelanggan Indihome di Kota Semarang)." Jurnal Ilmu Administrasi Bisnis 11, no. 2 (October 18, 2022): 281–89. http://dx.doi.org/10.14710/jiab.2022.34660.

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This study aims to determine the effect of product quality and service quality on brand switching through customer value” (study of former IndiHome customers in Semarang). This type of research is explanatory research. The sampling method in this research is non-probability sampling by purposive sampling. The data collection process uses Google forms with 100 respondents from former IndiHome customers in Semarang City as the research sample. The analysis used is regression analysis and path analysis. The results of the research show that product quality has an effect on customer value, service quality has an effect on customer value, product quality has a negative effect on brand switching, service quality has no effect on brand switching, and customer value has no effect on brand switching. The results of the path analysis show that there is an indirect effect between product quality on brand switching through customer value, so that customer value partially mediates between product quality and brand switching. in addition, there is a direct influence between service quality on brand switching through customer value, so that customer value cannot partially mediate between service quality and brand switching. Suggestions that can be given to IndiHome include updating core products and innovations in features, increasing customer awareness regarding the My IndiHome application and conducting training for officers, providing discounts or promos at certain times and actively contacting customers regularly to ensure whether there are complaints. and what problems the customer is experiencing.
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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.

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This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.
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Satria, Edia. "Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Switching Intention pada Nasabah Bank Panin Kota Sungai Penuh Periode Tahun 2016." J-MAS (Jurnal Manajemen dan Sains) 4, no. 1 (April 29, 2019): 131. http://dx.doi.org/10.33087/jmas.v4i1.80.

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This study aimed to find out 1) what is the influence of service quality to switching intention to Bank Panin customers of Sungai Penuh City? 2) the extent to which the effect of customer satisfaction on switching intention on customer Bank Panin Sungai Penuh City? 3) the extent of the influence of service quality to switching intention either directly or indirectly? 4) the extent to which customer satisfaction satisfaction of customer service to switching intention either directly or indirectly? The population in this research is Bank Panin customer period 2016. hence got sample size 51 customer with accidental sampling, sampling technique. The data analysis tool used is path analysis at alpha level of 0.05. Based on the result of research indicate that service quality has no significant effect to switching intention, customer satisfaction has positive and significant effect to switching intention.
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Sumantri, Dadan. "LOYALITAS PELANGGAN INTERNET DENGAN MEDIA AKSES TELEPON SELULER." KarismaPro 13, no. 1 (August 18, 2022): 45–54. http://dx.doi.org/10.53675/karismapro.v13i1.508.

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This research analyses internet customer loyalty with cellular phone access media on internet customers in Bandung. This study used customer satisfaction, service quality, and switching costs to measure internet customer loyalty. The number of samples in this research is as many as 200 respondents, and the sampling technique used is judgment sampling. The results of this study are customer satisfaction variables and switching cost variables that significantly affect the loyalty variable. While the service quality variable significantly affects customer satisfaction but does not significantly affect customer loyalty. Keywords: customer satisfaction, service quality, switching cost, internet provider, mobile cellular
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Rama, Ali. "AN EXPLORATION OF CUSTOMERS’ SWITCHING BEHAVIOR IN ISLAMIC BANKING INDUSTRY." Journal of Islamic Monetary Economics and Finance 2, no. 2 (February 28, 2017): 251–86. http://dx.doi.org/10.21098/jimf.v2i2.653.

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The existence of the switching behavior among Islamic bank customers may affect to the survival of the Islamic banks of the country. Switching behavior is mostly as an outcome of the negative service experience that may be related to several factors. The purpose of the study is to provide an insight of the drivers that lead to a bank customer switching behavior from one Islamic bank to another bank. The study employed survey method through questionnaire instrument and distributed to Islamic banking customers in several areas of Banten Province, Indonesia. The result of statistical analysis shows that customer satisfaction, service quality, shariah compliance, prices and involuntary switching have their significant effect on customers’ switching behavior in the Islamic banks. However, service failure and advertisement are not statistically significant in driving bank switching. Therefore, the Islamic bank manager should shape their business model around customers’ needs and focuses operational improvements on customers’ most valued interactions. Keywords: Switching behavior, Customer satisfaction, Service quality, Shariah compliance, PricesJEL Classification: G14, G20, G21, M30, D10
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Rizwan, Muhammad, Rashid Hayat, and Mohsin Ali. "Antecedents of Customer Switching Intentions: A case study of Nokia Mobile Phones’ users." Journal of Public Administration and Governance 3, no. 3 (August 10, 2013): 375. http://dx.doi.org/10.5296/jpag.v3i3.6227.

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The current study moves beyond satisfaction and proposes that switching variables are important factors impacting a customer’s decision to switch from a service provider. The purpose of the study analyzes customer switching intention about Nokia mobile. In this sample only one company’s customers include, so the findings may not be generalized to other companies. There are many variables which impact on customer decision and enable to customer choose the better services which available in market. These variables impact on customer decision in many ways like, perceived switching cost, the attractiveness of alternatives and service quality. We propose this study to find and support those variables model which influence between core-service satisfaction and customer switching intention. The results indicates that the influence of core-service quality satisfaction on repurchase intentions and decreases switching intention and make customer loyal with that product for a long period. Although switching variables had no influence on repurchase intentions when satisfaction was high, switching variables positively influenced on repurchase intentions when satisfaction was low. Future research in other service industries is called for.
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Sefnedi, Sefnedi. "THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR." Jurnal Apresiasi Ekonomi 7, no. 1 (January 31, 2019): 1–8. http://dx.doi.org/10.31846/jae.v7i1.191.

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The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty
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Stan, Valentina, Barbara Caemmerer, and Roxane Cattan-Jallet. "Customer Loyalty Development: The Role Of Switching Costs." Journal of Applied Business Research (JABR) 29, no. 5 (September 3, 2013): 1541. http://dx.doi.org/10.19030/jabr.v29i5.8069.

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Customer loyalty plays a crucial role in firms performance. Over the last three decades the antecedents of customer loyalty in the service sector have attracted great interest by academics and practitioners alike. This study has two key objectives. First, we investigate how image perceptions, service quality and customer satisfaction contribute to customer loyalty. The results show that the organizational image customers hold of the service provider and perceived service quality have a similarly strong relationship with customer loyalty. Moreover, both, service quality and organizational image are significantly and positively correlated with customer satisfaction. The findings highlight that it is in particular through the formation of customer satisfaction that service quality and organizational impact customer loyalty. Thus, we can demonstrate that customer satisfaction has a mediating effect between external and interactive marketing initiatives and the development of customer loyalty. Second, we investigate the role of switching costs in the development of customer loyalty. The findings indicate that perceived switching costs, here assessed in terms of price sensitivity, have by far the strongest, positive and direct impact on customer loyalty in comparison to the other antecedents included in the model. The importance of switching costs is further corroborated with the finding that switching costs moderate the link between customer satisfaction and customer loyalty.
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Vyas, Vishal, and Sonika Raitani. "Drivers of customers’ switching behaviour in Indian banking industry." International Journal of Bank Marketing 32, no. 4 (May 27, 2014): 321–42. http://dx.doi.org/10.1108/ijbm-04-2013-0033.

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Purpose – The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design. Design/methodology/approach – The impacts of the influencing factors have been studied and tested empirically using exploratory factor analysis. Quantitative data have been collected by means of questionnaire employed from Clemes et al. and administered to 296 banking customers of Rajasthan utilizing convenience sampling. Findings – Results reported that price, reputation, responses to service failure, customer satisfaction, service quality, service products, competition, customer commitment and involuntary switching have their significant effect on customers’ switching behaviour. Research limitations/implications – The findings of present study can be used by the Indian banks for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers. Originality/value – The originality lies in the fact that this study is one of few which have focused on the drivers leading to the switching intentions of Indian banking customers.
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,, Kurniawati. "PENGARUH NORMATIVE COMMITMENT, AFFECTIVE COMMITMENT DAN CONTINUANCE COMMITMENT TERHADAP SWITCHING INTENTIONS." Media Riset Bisnis & Manajemen 7, no. 2 (August 5, 2007): 155–77. http://dx.doi.org/10.25105/mrbm.v7i2.1050.

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Although research the determinant of service provides switching has grown in recent years, the focus has been predominantly on transactional, not relational variables. In this research, the authors address the role of customer commitment on customers' intentions to switch. Drawing from organizational behavior literature, they build on previous service switching research by developing a switching model that includes a three-component conceptualization of customer commitment. Structural equation modeling is used to test the model based on data from a survey of 198 auto repair service customers. The authors' results support the notion that customer commitment affects intentions to switch service provider and that the psychological states underlying that commitment may differ. As such, future marketing research should consider these different forms of commitment in understanding customer retention. The implications of this model for theory and practice are discussed.Keywords: Normative Commitment, Affective Commitment, Continuance Commitment, and Switching Intentions.
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Dissertations / Theses on the topic "Customer service-switching"

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Bansal, Harvir S. "Service switching model, SSM, a model of customer switching behavior in the services industry." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk3/ftp04/nq20548.pdf.

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Hanif, Basharat, and Hammad Saleem. "How Customer Support Service works for small companies in hospitality industry in Sweden? : A study of a small hotel in Karlstad." Thesis, Karlstads universitet, Handelshögskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-30784.

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Han, Heesup. "Restaurant customers' emotional experiences and perceived switching barriers : a full-service restaurant setting." Diss., Manhattan, Kan. : Kansas State University, 2007. http://hdl.handle.net/2097/438.

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Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.

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Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.
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Alsaggaf, Mohammed Ahmad. "Investigating customer intentions influenced by service quality : using the mediation of emotional and cognitive responses in Saudi Arabia." Thesis, Brunel University, 2017. http://bura.brunel.ac.uk/handle/2438/16173.

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Mobile service operators are struggling to build strong relationship with their customers. The Saudi Market is described as a highly regulated and competitive sector. Consequently, it is essential that mobile service operators re-evaluate the level of their service quality and understand its critical factors that influence customer eWOM and switching intention through emotional and cognitive responses. According to the literature review, there is a need for studies on customer behaviour to demonstrate whether customer responses are prominent indicators of how customers feel. In addition, there is a lack of empirical study and theoretical modelling of the relationships between customers' emotional response and constructs based on other service experience. The main aim in this research is the investigating customer intentions influenced by service quality using the mediation of emotional and cognitive responses in Saudi Arabia. This research develops a theoretical framework that integrates a set of cognitive and emotional response (pleasure and arousal) to examine the influence of service quality on customer intention by using theory of reasoned action (TRA) and stimulus-organism-response (S-O-R), merged into one framework. Therefore, hypotheses are developed to test the relationship between the framework variables. This research adapts a quantitative methodology along with the positivist philosophical approach to investigate hypothetical relationships within the conceptual framework. This research used online surveys completed by mobile and social media users, including a survey with 601 responses out of 621. To analyse and validate the data, this study applies the structure equation model by using Statistical Package for the Social Sciences (SPSS) AMOS V. 23. The result indicates that there are significant relationships between service quality dimensions and emotional response (pleasure and arousal). Moreover, subjective norms have a significant relationship with customer intention and emotional response. In addition, emotional response has, both directly and indirectly, a significant relationship with customer intention. The overall results of this research indicate that both the effect of service quality on eWOM and switching intention were mediated by customer attitude and by the pleasure and arousal emotional responses. These research outcomes yield several theoretical and practical implications. A key limitation of this research is its data collection by using a quantitative research approach and cross-sectional methodology; consequently, the data collection was done solely in the KSA.
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Stiassny, Alfred, Agnes Somosi, and Krisztina Kolos. "Enhancing customer retention in case of service elimination? An empirical investigation in telecommunications." WU Vienna University of Economics and Business, 2019. http://epub.wu.ac.at/6865/1/wp283.pdf.

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Generally, service industries require a rapid innovation of service portfolios to gain and maintain a competitive advantage. In this context, service elimination is a tool of portfolio renewal, where customer retention is a strategic priority for companies. This is especially so because service elimination usually causes higher churn rates than an average churn in telecommunications. Thus, customer retention is seen as a major aspect in enhancing service elimination success. The purpose of this paper is to investigate the factors that increase customer churn in the case of service elimination. We use one of the three Hungarian telecommunication Operator's databases containing usage data three months before and after Service elimination in the course of a major service package reform. Contract-related information and demographics of 10 065 customers are used to differentiate between high and low churn factors, taking care of a possible sample selection problem. The results show that in the course of service elimination there is a significant positive relationship between price decrease, tenure, interaction intensity on the one, and customer retention on the other side. Besides these, demographics (age and residence) also play an important role in explaining churn rates during service elimination. Furthermore, we find that a higher monthly fee after elimination increases the customer´s usage intensity. This research aims to contribute both to service elimination, as well as to customer retention literature, by hierarchical modeling of retention and usage during service elimination with practical implications for decision-makers in rapidly innovating telecommunication markets.
Series: Department of Economics Working Paper Series
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Jang, Hyun Mi. "Relationship management in international supply chains involving maritime transport : the role of logistics service quality, relationship quality and switching barriers in creating customer loyalty." Thesis, Cardiff University, 2011. http://orca.cf.ac.uk/54460/.

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The overarching objective of this thesis is to explore the role of logistics service quality in generating customer loyalty by considering relationship quality and switching barriers in the unique context of maritime transport. This is to fill the gaps revealed in the current understanding of ocean carrier-shipper relationships, particularly the lack of studies attempting to investigate shippers' future intentions to use the same carrier as opposed to the many previous studies which focused on carrier selection criteria or on shippers' satisfaction with the service attributes. Specifically, this research develops a conceptual model in order to determine how and to what extent Logistics Service Quality (LSQ) and Relationship Quality (RQ) towards Customer Loyalty (CL) are related and examine the moderating role of Switching Barriers (SB). By dividing these major concepts into sub-constructs (i.e. LSQ-operational logistics service quality and relational logistics service quality, RQ-satisfaction, trust and commitment, CL-attitudinal loyalty and behavioural loyalty, and SB-switching costs, attractiveness of alternatives and interpersonal relationships), more sophisticated interrelationships are able to be explored. The overall research design adopted in this thesis is as follows. First, the coherent research model representing causal relationships between the key variables is developed on the basis of a literature review and semi-structured interviews with practitioners and academics. Secondly, the main data used is collected through a postal questionnaire survey from 227 freight forwarders doing business with container shipping lines in South Korea. Structural Equation Modelling (SEM) is employed in order to rigorously test the validity of the measurement models and examine the extensive set of relationships between the construct variables simultaneously in a holistic manner. The findings of this research demonstrate significant contributions of logistics service quality in predicting customer loyalty through relationship quality in the maritime transport context. The interrelationships between the sub-constructs of these concepts are also confirmed. In addition, difference in the hypothesised relationships is highlighted depending on switching barriers. In conclusion, the thesis extends the body of knowledge in maritime transport, logistics/SCM and relationship marketing particularly in the business-to-business context by suggesting that container shipping lines should develop a high level of logistics service quality and relationship quality and also should utilise switching barriers in order to attain higher (beyond mere satisfaction) levels of shippers' loyalty.
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Arshad, Rehan, and Aitzaz Saeed. "Corporate branding and customer’s purchase preferences in mobile phone telecommunication." Thesis, Halmstad University, School of Business and Engineering (SET), 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-1600.

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This research is carried out to know the role of corporate branding in mobile phone telecommunication along with different influencing factors involved in the purchase of mobile telephone connections. This thesis discusses corporate branding from consumer’s point of view that how much they value it and what type of role it has.

This is a quantitative study. A questionnaire is used in order to investigate corporate branding and other influencing factors involved in purchase decision of the customers. Population selected for this study is “Students of Halmstad University”, who are studying here.

The analysis of this study reveals different set of results while making comparison between literature and empirical. It investigates the relative importance of the corporate branding to the customers in mobile phone telecommunication industry while making purchase decision.

The finding of this study provided useful information which is helpful not only for the students but also for the brand managers of mobile telecom operators that how they can improve their company’s strategic position for longer period of time through corporate branding to trigger more customers and for a good brand.

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Marques, Leandro Tolomeu. "Restabelecimento de energia em sistemas de distribuição considerando aspectos práticos." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/18/18154/tde-26072018-134924/.

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No contexto da operação de sistemas de distribuição, um dos problemas com os quais os operadores lidam frequentemente é o de restabelecimento de energia. Este problema surge na ocorrência de uma falta permanente e pode ser tratado por meio de manobras em chaves presentes na rede primária. Uma vez que tais redes operam com topologia radial, a ocorrência de uma falta pode resultar no desligamento de consumidores saudáveis. Desta maneira, o problema consiste em definir, num curto intervalo de tempo, um número mínimo de chaves que devem ser operadas a fim de isolar a falta e restaurar o máximo de consumidores saudáveis desligados. Os esforços para a obtenção de ferramentas computacionais para fornecimento de soluções para o problema de restabelecimento têm sido intensificados nos últimos anos. Isto ocorre, em especial, devido aos enormes prejuízos causados pela falta de energia às companhias de eletricidade e a toda a sociedade. Neste sentido, o objetivo deste trabalho é a obtenção de um método para auxiliar o trabalho dos operadores através do fornecimento de planos adequados de restabelecimento em curtos intervalos de tempo. Os diferenciais deste método proposto são a sua capacidade de: lidar, em especial, com redes reais de grande porte com reduzido esforço computacional; considerar a existência de vários níveis de prioridade de atendimento entre os consumidores (note, por exemplo, que um hospital ou um centro de segurança pública devem ter maior prioridade de atendimento que um grande supermercado ou unidades residenciais) e priorizar o atendimento deles de acordo a sua prioridade; fornecer uma sequência por meio da qual as chaves possam ser operadas a fim de isolar os setores em falta e reconectar o maior número de consumidores saudáveis desligados executando-se o mínimo de manobras em chaves e priorizando os consumidores com maior prioridade; ser capaz de selecionar cargas menos prioritárias para permaneceram desligadas nas situações em que não é possível obter uma solução que restaure todas as cargas saudáveis fora de serviço; e, adicionalmente, priorizar a operação de chaves controladas remotamente, que, diferentemente das chaves controladas manualmente, podem ser operadas com menores custos e de maneira mais rápida. O método proposto consiste, de maneira sintética, na união de uma busca exaustiva aplicada localmente a um novo algoritmo evolutivo multi-objetivo em tabelas de subpopulação que faz uso de uma estrutura de dados eficiente denominada Representação Nó-Profundidade. Para avaliar a performance relativa do método proposto, simulações foram realizadas num sistema de distribuição de pequeno porte e os resultados foram comparados com os obtidos por um método de Programação Matemática. Na sequência, novos experimentos foram realizadas em diversos casos de falta na rede de distribuição da cidade de Londrina-PR e cidades adjacentes. As soluções fornecidas mostraram-se adequadas ao tratamento dos casos de falta, assim como as sequências de chaveamento associadas a elas, as quais foram capazes de priorizar o restabelecimento dos consumidores prioritários seguindo seus níveis de prioridade. Adicionalmente, estudos avaliaram a variação do tempo de processamento computacional do método proposto com a dimensão das redes de distribuições e também com o número de gerações realizadas pelo algoritmo evolutivo multi-objetivo proposto e os resultados mostraram-se satisfatórios às necessidades do problema Portanto, pode-se comprovar que o método proposto atingiu os objetivos especificados, em especial, o tratamento de aspectos práticos do problema. Além do próprio método proposto, algumas contribuições desta pesquisa são a proposição um novo algoritmo evolutivo multiobjetivo em tabelas de subpopulação e de um novo operador para manipulação de florestas de grafo armazenadas pela Representação Nó-Profundidade e voltado ao problema de restabelecimento.
In the context of distribution systems operation, service restoration is one of the problems with which operators constantly deal. It arises when a permanent fault occurs and is treated trough operations in switches at primary grid. Since distribution systems are usually radial, fault occurrence turns-off healthy customers. Thereby, the service restoration problem consists in defining, in a short processing time, the minimum amount of switches that must be operated for the isolation of the fault and reconnection of the maximum amount of healthy out-of-service customers. The efforts of developing computational tools for getting solution to this problems has increased in the last years. It is, in special, due to enormous losses caused to the utilities and to the whole society. In this sense, the main objective of this research is getting a method able to help the distribution system operator\'s work through providing service restoration plans quickly. The differentials of this research are its ability to: deal, in special, with large scale grids whit a reduced computational effort; consider costumers of several priority levels (note, for instance, a hospital has a higher supply priority in relation to a big supermarket) and prioritize the higher priority customers; provide a switching sequence able to isolate and reconnect the maximum amount of healthy out-of-service customer by the minimum amount of switching actions; select lower priority customers to keep out-of-service in order to reconnect higher priority customers when a it is not possible to restore all customers; and, additionally, prioritize switching operation in remotely controlled switches, whose operation is faster and cheapest than the operation of manually controlled switches. The proposed method mixes a local exhaustive search and a new multi-objective evolutionary algorithm in subpopulation tables that uses a data structure named Node-Depth Encoding. For evaluating the relative performance of proposed method, simulations were performed in small distribution systems and the performance was compared with the performance a Mathematical Programing method from literature. New experiments were performed a Mathematical Programing method from literature. New experiments were performed in several fault situations in the real and large-scale distribution system of Londrina-PR and adjacent cities. The solutions provided were appropriated to the treatment of such contingency situations. The same occurs with the switching sequences provided, which were able to prioritize the restoration of higher priority customers. Additional studies evaluated the variation of the running time with the size of grids and with the values adopted for the maximum number of generations of the evolutionary algorithm (which is an input parameter). The results expressed the running time of the proposed method is suitable to the problem needs. Therefore, it could be proved the proposed method achieved the specified objectives, in special, the treatment of practical aspects of the problem. Besides the proposed method, some contributions of this research are proposition of a new multi-objective evolutionary algorithm in subpopulation tables and a new reproduction operator to manipulate graph forests computationally represented by Node-Depth Encoding.
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(9822542), Leonce Newby. "Service customers' switching behaviour." Thesis, 2013. https://figshare.com/articles/thesis/Service_customers_switching_behaviour/13431356.

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Switching describes a composite set of related behaviours engaged in by customers when they replace or exchange a service provider. This behaviour is dynamic and muti-dimensional. In much of the previous switching research, these qualities have gone unrecognised. A sophisticated holistic account of customer service switching behaviour provides better insights into the management of customer/provider relationships, thereby providing a strategic opportunity for service businesses to increase their market share and profitability.
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Book chapters on the topic "Customer service-switching"

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Bansal, Harvir S., and Shirley F. Taylor. "Beyond Service Quality and Customer Satisfaction: Investigating additional Antecedents of Service Provider Switching Intentions." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 75–82. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13078-1_30.

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Widjaja, Fitri Novika, Kevin, and Veny Megawati. "The Influence of Environment Concern, Norm Description, Service Satisfaction on Behavioral Intention of Suroboyo Bus Passengers in Surabaya." In Proceedings of the 19th International Symposium on Management (INSYMA 2022), 1056–66. Dordrecht: Atlantis Press International BV, 2022. http://dx.doi.org/10.2991/978-94-6463-008-4_131.

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AbstractSurabaya is a densely populated city because it is a business and industrial center with an increasing demand for transportation. Currently, the use of private vehicles is more than public transportation. However, Surabaya has a City Bus service is known as the Suroboyo Bus, an environmentally friendly payment concept by exchanging used plastic bottles. To assess behavioral intentions of using public transportation, this study used an integrative model based on the Theory of Planned Behavior (TPB), service satisfaction, and environmental concern. A total of 150 completed questionnaires were collected from Surabaya residents who had used public transportation in the previous year for this study. The results of this study reveal that behavioral intentions in using the Suroboyo Bus are influenced by perceived behavioral control, subjective norms, and descriptive norms. Through perceived behavioral control and personal norms, environmental concerns indirectly influence behavioral intentions, bolstering the TPB model. This demonstrates the suitability of this TPB-based integrative model, while customer satisfaction is also a key factor in switching from a private vehicle to a public bus system, particularly with the Suroboyo Bus’s unique environmentally friendly payment system. Theoretical and policy implications are discussed, as well as research ideas for the future.
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Kasemsap, Kijpokin. "The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector." In Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry, 59–82. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2084-9.ch004.

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This chapter presents the overview of customer satisfaction; customer satisfaction and service quality; customer satisfaction and Online Travel Agency (OTA) websites in the tourism industry; customer satisfaction and switching behavior in the mobile service company; the overview of customer loyalty; the advanced issues of customer loyalty program; and the relationships among customer loyalty, customer satisfaction, brand management, and social media. Creating loyalty among customers can help service company significantly increase the purchases of existing products, charge premium prices for the appreciation of value-added services, and create the positive word-of-mouth promotion for the company, which is the significant marketing objective in the service sector. The chapter argues that facilitating customer satisfaction and customer loyalty has the potential to enhance organizational performance and gain sustainable competitive advantage in the service sector.
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Qayyum, Abdul, and Do Ba Khang. "Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, 271–87. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch016.

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The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs in determining customer loyalty in the mobile telecommunications market. Data were collected through a field survey of mobile phone users in Pakistan. Structural equation modeling was used to evaluate hypothesized relationships. Perceived switching costs were found to play all three roles. Findings suggest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. Implications of these findings are discussed.
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Dutta, Sudeshna, and Dhananjay Beura. "A Conceptual Framework for E-Service Quality." In Advances in Marketing, Customer Relationship Management, and E-Services, 1–22. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-5853-2.ch001.

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Rising income is driving the demand for online trading services across all income brackets. After the demand of online trading, many brokers have entered the cutthroat competition, high customer expectation, and dynamic technological changes have forced brokers to thrive on service quality. Online brokerage service as opted as an appropriate research framework for two main reasons. First, online brokerage is a service-intensive, fast-growing industry that is well suited for current research purposes. Second, there are few empirical studies measuring quality of service aspects and customer satisfaction and switching intention in the context of online securities. A relevant conceptual framework was outlined from extant literature which reveals an association between overall e-service quality, customer satisfaction and switching intension. Key dimensions were identified in the research which will add to the existing body of literature of service marketing. The finding of the research adds more depth in the body of literature of e-service quality in the online brokerage sector.
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Abdelkader, Ali. "Integrating Smartphone Talking Applications, Trust, Switching Cost and Customer Switching Behaviour in the Mobile Phone Market." In Multigenerational Online Behavior and Media Use, 285–303. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7909-0.ch016.

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In recent years, free talking applications via smartphones and tablets have emerged. These applications are considered as a substitute service for phone calls. This study investigates the effect of providing smartphone talking applications (as a substitute service) upon the switching behaviour of mobile phone service users, from phone call to free talking applications call, in Egypt. Additionally, it investigates the impact of trust and switching cost on the strength and trend of this relationship, in order to develop a conceptual model in the mobile phone market in Egypt. Three hypotheses were tested and developed by using a sample of 353 Egyptian mobile phone users. Results found that providing smartphone talking applications (as a substitute service) has a significant impact upon the switching behaviour of mobile phone service users in all communication services, except urgent calls. The strength of this relationship is increased when the trust and the switching cost (as intervening or mediating variables) are available. Recommendations are made to help mobile phone companies in Egypt prevent customers from switching to competitors.
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Cheng, T. C. E., L. C. F. Lai, and A. C. L. Yeung. "The Driving Forces of Customer Loyalty." In Electronic Business, 1540–57. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-056-1.ch095.

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In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.
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Kandiero, Agripah, and Cassandra Makuwatsine. "Exploring Determinants of Internet Service Provider Customer Switching Barriers Using an Exploratory Sequential Mixed Methods Research Design." In Handbook of Research on Mixed Methods Research in Information Science, 293–323. IGI Global, 2022. http://dx.doi.org/10.4018/978-1-7998-8844-4.ch015.

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The chapter aims to give a practical illustration of the exploratory sequential mixed methods research to contribute to the literature in the proper application of this research design in addressing complex research phenomena. The research was motivated by the fact that, despite the growing body of literature on customer retention, “churn” or customer movement between competitors remains an ongoing problem for most service providers, including ZOL, the study case in this chapter. A pragmatic research philosophy was used in terms of methodology, and exploratory sequential mixed methods research was used. The research process started with a literature review to identify possible factors. The push-pull-mooring framework of migration was used as the research model to understand and determine the switching barriers variables affecting a customer's decision to remain with a service provider among ZOL internet subscribers in Zimbabwe.
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Singh, Soumya. "Valuing Wellbeing." In Insights, Innovation, and Analytics for Optimal Customer Engagement, 168–83. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-3919-4.ch009.

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In an era marked by rampant switching behaviors, “customer engagement” has come to the rescue of firms with its promised potential of long-term loyalty. However, firms' attempts to engage customers without a clear understanding of its long-term impact on consumer wellbeing may backfire the entire effort by hampering customer perceived value and satisfaction associated with the service. Thus, the chapter revolves around the notion that customer engagement, when designed with the vision of adding meaning and value to customer life, becomes in true sense “optimal.” In support of this argument, the chapter documents the cases of customer engagement campaigns which have failed utterly in the long run due to their adverse effects on consumer wellbeing. Light is also casted upon successful engagement events which have brought meaning and wellbeing to all within its ambit. Using insights from in-depth interviews, four major factors ruining engagement efforts have been identified, namely over-engagement, irrelevant content, over-personalization, and inauthenticity.
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Rai, Dipen, and Dominic Appiah. "Competing Through Online Service Failures and Recovery Strategies." In Leveraging Computer-Mediated Marketing Environments, 266–85. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7344-9.ch013.

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The ideas of service failure and recovery strategies have been transformed, due to the internet environment, from a consumer-provider perspective to a multifaceted web quality activity. The research on service failure and recovery strategies has been well-developed in terms of the consumer's viewpoint of service as well as the responsibility for recovery conventionally expected to be allotted to the marketer. On the contrary, existing research indicates that there is a limited range of understanding of consumer-website interactivity relating to online service failure and recovery strategies as well as less understanding of the highly diverse characteristics of computer-mediated marketing environments (CMMEs). The perspectives of CMMEs relate to online customer behavior as distinct from conventional behavior. In fact, providers are involved in intense activity in the online environment in terms of market competition, as customers are positioned just a click away from switching providers in the case of service failure.
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Conference papers on the topic "Customer service-switching"

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Zhang, Rui, Keyi Wang, Kaibo Chen, and Rong Rong. "Customer Switching Intention in Service Industries and the Effect of Customer Perceived Value." In 2007 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2007. http://dx.doi.org/10.1109/soli.2007.4383932.

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Samsudin, Ahmad Tajuddin, Mohd Syafarees Ishak, Rizal Helmy Basri, and Aizulfaideen Hamim. "Self-Service of Wi-Fi Switching Channel by Customer." In 2018 Fourth International Conference on Advances in Computing, Communication & Automation (ICACCA). IEEE, 2018. http://dx.doi.org/10.1109/icaccaf.2018.8776835.

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Mei-Fang Chen. "The Impact of Switching Barriers on Customer Loyalty in Professional Service Contexts." In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.236985.

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Chen, Mei-Fang, and Ling-Huei Wang. "The Impact of Switching Barriers on Customer Loyalty in Professional Service Contexts." In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.328945.

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Zhang, Fengjiao, and Hong Zhang. "Effect of Customer Satisfaction, Switching Cost and Referent Network Size on Customer Loyalty in Chinese Mobile Communication Service." In 2017 3rd International Conference on Social Science and Higher Education. Paris, France: Atlantis Press, 2017. http://dx.doi.org/10.2991/icsshe-17.2017.151.

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Yang, Kai-Fu, Hao-Wei Yang, Han-Ni Ho, and Ting-Wei Liao. "Creating Customer Loyalty in MUJI to Boost Customer Satisfaction with Service Quality – Take Switching Cost as the Moderator." In ICEBT 2021: 2021 5th International Conference on E-Education, E-Business and E-Technology. New York, NY, USA: ACM, 2021. http://dx.doi.org/10.1145/3474880.3474890.

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"FACTORS INFLUENCING CUSTOMER RETENTION AND SWITCHING IN THE KOREA BROADBAND INTERNET SERVICE MARKET." In International Conference on e-Business. SciTePress - Science and and Technology Publications, 2009. http://dx.doi.org/10.5220/0002228302940297.

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Xu-xiaoli, Wan-yinghong, Huan-zhijian, and Liu-hui. "The impact of service quality, satisfaction, value and switching barrier on customer loyalty in Chinese airline industry." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320699.

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Kim, Moon-Koo, and Jong-Hyun Park. "The role of switching incentives and barriers affecting customer behavior in Korean mobile communications service." In 2008 10th International Conference on Advanced Communication Technology. IEEE, 2008. http://dx.doi.org/10.1109/icact.2008.4493985.

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Zakiy, Muhammad, and Muhsin Haryanto. "Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty." In 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020). Paris, France: Atlantis Press, 2021. http://dx.doi.org/10.2991/aer.k.210121.005.

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