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Staying the Consumption Course

Name: Staying the Consumption Course
Brand: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
SKU: 09178811
Price: 53.79 EUR
Availability: InStock
Author: Benjamin Krischan Schulte
ISBN: 9783658087876

Exploring the Individual Lock-in Process in Service Relationships

Benjamin Krischan Schulte

Language

English

Book Paperback

Libristo code: 09178811

Publishers Springer-Verlag Berlin and Heidelberg GmbH & Co. KG, January 2015

Benjamin Krischan Schulte develops a process-model of consumer lock-in in service relationships by c... Full description

Libristo code: 09178811

132 b

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Benjamin Krischan Schulte develops a process-model of consumer lock-in in service relationships by connecting three areas of research: path dependence, consumer behavior and service relationship marketing. He defines consumer lock-in as a situation of a potentially unaware inability to switch from or exit a consumption process due to entrenchment with increasing barriers on the individual and/or social level. Switching barriers are elaborated as consumer lock-in mechanisms. The resulting process model is outlined and empirically examined in an explorative panel study of a service relationship process in higher education. The author s findings support the presence of consumer lock-in in services as an idiosyncratic process of gradual entrapment. The phenomenon has relevance for researchers and practitioners in complex service relationships, where lock-in was found to be a likely occurrence but difficult to grasp.