کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1028060 | 942277 | 2011 | 9 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Customer dissatisfaction and defection: The hidden costs of downsizing
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موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
بازاریابی و مدیریت بازار
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چکیده انگلیسی
Downsizing has been the subject of a good deal of research. Very little research, however, has examined the impact of downsizing on customers. Using a case study approach with a Fortune 100 company, we measured the attitudes, in a telephone survey, of 534 B2B service customers before a significant downsizing event and 994 customers afterwards. Our findings show that a significant downsizing event has an immediate and negative impact on customer satisfaction levels and on projected retention rates. This will lead to a direct, negative financial impact on the service provider due to a loss of expected future customer revenue. The lost revenue substantially offsets the short term labor cost savings from the downsizing.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Industrial Marketing Management - Volume 40, Issue 3, April 2011, Pages 405–413
Journal: Industrial Marketing Management - Volume 40, Issue 3, April 2011, Pages 405–413
نویسندگان
Paul Williams, M. Sajid Khan, Earl Naumann,