theoretical model concerning the relationships among various factors with social control implications

The aim of this paper is to present theoretical framework of the factors thosepotentially influence dissatisfied customers to continue to get from their existingservice supplier within the business-to-business (B2B) services sector. This reviewpaper synthesizes the findings from previous studies on switching barriers, andrelationship variables, dependence, and calculative commitment. The findings of thisresearch show five major factors deter customers from switching to another serviceprovider: switching costs; social relationships; the attractiveness of alternatives; servicerecovery; and inertia. These factors are mediated by dependence and calculativecommitment. This vital study has significance for marketers in developing methods forclient retention and service recovery.

کلیدواژه ها:

Client retention ، Business-to-business marketing ، ، consumer behavior ، Client satisfaction ، Service industries ، social control