About this book
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.
- Theoretical Foundation: Path Dependence, Consumer Behavior and Service Relationship Research
- Model of the Consumer Lock-in Process
- Longitudinal Study with Service Consumers in a Higher Education Service
- Researchers, teachers and students of business with a focus on consumer behavior and relationship-marketing, particularly the process in complex service relationships
- Executives and consultants in services companies with the core areas strategy, CRM, and customer retention
The AuthorBenjamin Krischan Schulte obtained a Doctoral Degree in Business from Freie Universität Berlin in 2014.
- DOI https://doi.org/10.1007/978-3-658-08788-3
- Copyright Information Springer Fachmedien Wiesbaden 2015
- Publisher Name Springer Gabler, Wiesbaden
- eBook Packages Business and Economics
- Print ISBN 978-3-658-08787-6
- Online ISBN 978-3-658-08788-3
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