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dc.contributor.authorThaichon, P
dc.contributor.authorQuach, S
dc.contributor.authorBavalur, AS
dc.contributor.authorNair, M
dc.date.accessioned2018-03-20T12:31:03Z
dc.date.available2018-03-20T12:31:03Z
dc.date.issued2017
dc.identifier.issn1533-2969
dc.identifier.doi10.1080/15332969.2017.1325644
dc.identifier.urihttp://hdl.handle.net/10072/350779
dc.description.abstractThis study aimed to explore the factors that lead to the intention to stay and the intention to switch in the banking industry. The research adopted a qualitative, inductive approach to data collection using a sample of 19 Australians customers who use banking services, and two Australian bank managers. The factors that are important to the customers' decision to change banks or to diversify their accounts include: (a) customer service and customer intimacy; (b) response to service failure; (c) effect of advertising; (d) reputation; (e) ease of banking; and (f) customer value.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge
dc.relation.ispartofpagefrom142
dc.relation.ispartofpageto154
dc.relation.ispartofissue3
dc.relation.ispartofjournalServices Marketing Quarterly
dc.relation.ispartofvolume38
dc.subject.fieldofresearchMarketing not elsewhere classified
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode150599
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1505
dc.titleManaging Customer Switching Behavior in the Banking Industry
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Marketing
gro.hasfulltextNo Full Text
gro.griffith.authorThaichon, Park
gro.griffith.authorThaichon, Sara Q.


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