Exploring the post-termination stage of consumer–brand relationships: An empirical investigation of the premium car market

This research extends customer lifecycle models to include a post-termination stage that bridges the dissolution stage of a consumer–brand relationship with a potential recovery stage. Drawing from 43 depth interviews with former customers of a car brand, this study relies on grounded theory and triangulation to explore consumer responses in the post-termination stage and finds evidence for both negative and positive customer responses after dissolution. The authors combine qualitative techniques with categorical principal component analysis (CATPCA) to explore the dimensionality of post-termination responses and extract relationship-related and termination-related response dimensions. They use these dimensions to identify four distinct post-termination customer clusters, which differ systematically with the customer's termination reasons, as demonstrated through a series of exact logistic regressions. In addition to providing evidence of a post-termination stage, this study offers implications for customer relationship management.

Figure optionsDownload as PowerPoint slideResearch highlights▶ Post termination stage bridges dissolution stage with potential recovery stage. ▶ Four post-termination clusters are identified. ▶ Post-termination clusters differ in customers’ termination reasons.