Price changes and defection levels in a subscription-type market: can an estimation model really predict defection levels?

Article Abstract:

Two regression models, one for older customers and another for younger customers, are used to estimate the interrelationship between changes in prices and levels of customer defection, applied to car insurance as an illustration. The models were found to be inadequate in predicting defection rates, showing that multiple data sets are required.

Fire, marine, and casualty insurance, Models, Usage, Property and casualty insurance industry, Regression analysis, Prediction theory

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Search quality in the financial services industry: a contingency perspective

Article Abstract:

The article identifies four components of search quality: tangibility, empathy/assurance, loan transaction cost, and routine transaction cost, and analyzes them for their impact on customers' positive or negative assessments of their current banking institution. Demographic factors are also considered, and findings are discussed.

Commercial Banks, Banking industry, Customer satisfaction

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How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany

Article Abstract:

Impact of corporate reputation on customer loyalty and consumer's potential for changing brands or services, with respect to electric utilities in Germany, is examined.

Electric Utilities, Electric Power Generation, Transmission and Distribution, Germany, Electric services, Analysis, Economic aspects, Customer loyalty, Reputation

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