Factors Leading to Customer Switching Behavior Pricing Response to Service Failure
• High price
• Negative response
• Price increases
• No response
• Unfair pricing
• Reluctant response
• Deceptive pricing Competition Inconvenience
• Found better service
• Location/hours Ethical Problems
• Wait for appointment
• Cheat
• Wait for service
• Hard sell Core Service Failure
• Unsafe • Service mistakes
• Conflict of interest
• Billing errors Involuntary Switching
• Service catastrophe
• Customer moved Service Encounter Failures
• Provider closed
• Uncaring
• Impolite
• Unresponsive
• Unknowledgeable lists the major reasons that consumers switch to another product or service.
You have been hired by an auto dealership in Southern California who has had issues with customers switching to a competing dealership. The chief complaints of the customers, are the following:
•The auto repair bill was higher than quoted, as the dealership didn't include tax, or shop supplies in the original quote.
•The saleswoman they interacted with wore funny looking shoes.
•Customers calling in to schedule an appointment were on hold an average of twelve minutes, which frustrated them.