LEADER 06407nam 22007095 450 001 9910298495903321 005 20200919113742.0 010 $a3-658-08788-9 024 7 $a10.1007/978-3-658-08788-3 035 $a(CKB)3710000000343625 035 $a(EBL)1973744 035 $a(SSID)ssj0001424193 035 $a(PQKBManifestationID)11874403 035 $a(PQKBTitleCode)TC0001424193 035 $a(PQKBWorkID)11366944 035 $a(PQKB)11336931 035 $a(DE-He213)978-3-658-08788-3 035 $a(MiAaPQ)EBC1973744 035 $a(PPN)183518004 035 $a(EXLCZ)993710000000343625 100 $a20150129d2015 u| 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aStaying the Consumption Course$b[electronic resource] $eExploring the Individual Lock-in Process in Service Relationships /$fby Benjamin Krischan Schulte 205 $a1st ed. 2015. 210 1$aWiesbaden :$cSpringer Fachmedien Wiesbaden :$cImprint: Springer Gabler,$d2015. 215 $a1 online resource (240 p.) 300 $aDescription based upon print version of record. 311 $a3-658-08787-0 320 $aIncludes bibliographical references. 327 $aDanksagung; Table of Contents; List of Figures; List of Tables; List of Abbreviations; 1. Introduction; 1.1 Problem Area; 1.2 Motivation, Relevance, and Research Questions; 1.3 Structure of this Work; 2. Theoretical Foundation - Path Dependence, Consumer Behavior, and Service Relationship Research; 2.1 Path Dependence and Individual Lock-in; 2.1.1 The Origins of Path Dependence in Technology; 2.1.2 Conceptualizing the Process of Path Dependence in Organizations; 2.1.3 The Social Side of Lock-in Mechanisms; 2.1.4 Individual Path Dependence and Mechanisms - The Research Gap 327 $a2.1.5 Summary of Path Dependence in this Work and Research Propositions2.2 Consumer Behavior Research - Exploring Decision-Making and Lock-in; 2.2.1 Contrasting Conceptions of Consumer Lock-In; 2.2.2 The Decision Process and Lock-in as an Outcome in Consumer Behavior; 2.2.3 Summary of Consumer Lock-in in Consumer Behavior and ResearchPropositions; 2.3 The Post-Decision Process in Service Relationships; 2.3.1 On Relationship Marketing and Management; 2.3.2 Retention and the Strategic Dimension of Customer Bonding; 2.3.3 Switching Costs as Mechanisms leading to Consumer Lock-in 327 $a2.3.4 Context Dimensions that facilitate Consumer Lock-In2.3.5 Summary of the Lock-in Process in Service Relationships and ResearchPropositions; 3. A Model of the Consumer Lock-in Process in Service Relationships; 3.1 Theoretical Model; 3.1.1 Decision Making in the Context of Individually Important Services; 3.1.2 The Post-Decision Process in Consumer Lock-in; 3.1.3 Summary of the Theoretical Consumer Lock-in Model; 3.2 Model Adapted to the Context of Higher Education; 3.2.1 The Relevance of Student Retention in Educational Research; 3.2.2 Higher Education Decisions, Processes and Lock-in 327 $a3.2.3 Summary of Context Adapted Model and Research Hypotheses4. Longitudinal Study with Service Consumers in Higher Education; 4.1 Study Design for Examination of the Adapted Consumer Lock-in Model; 4.1.1 Qualitative Pretest Interviews; 4.1.2 Survey Design and Analysis Methodology; 4.2 Overview, Analysis, and Interpretation of Results; 4.2.1 Overview and Analysis of the Entry Decision; 4.2.2 Aggregate Examination of the Service Relationship Process; 4.2.3 Examination of Individual and Longitudinal Fixed Effects; 4.2.4 Summary of Results from Empirical Study and Evaluation of Hypotheses 327 $a5. Final Discussion5.1 Summary of Results; 5.2 Contributions; 5.3 Limitations and Research Outlook; Appendix; References 330 $aBenjamin Krischan Schulte develops a process-model of consumer lock-in in service relationships by connecting three areas of research: path dependence, consumer behavior and service relationship marketing. He defines consumer lock-in as a situation of a potentially unaware inability to switch from or exit a consumption process due to entrenchment with increasing barriers on the individual and/or social level. Switching barriers are elaborated as consumer lock-in mechanisms. The resulting process model is outlined and empirically examined in an explorative panel study of a service relationship process in higher education. The author´s findings support the presence of consumer lock-in in services as an idiosyncratic process of gradual entrapment. The phenomenon has relevance for researchers and practitioners in complex service relationships, where lock-in was found to be a likely occurrence but difficult to grasp. Contents Theoretical Foundation: Path Dependence, Consumer Behavior and Service Relationship Research Model of the Consumer Lock-in Process Longitudinal Study with Service Consumers in a Higher Education Service Target Groups Researchers, teachers and students of business with a focus on consumer behavior and relationship-marketing, particularly the process in complex service relationships Executives and consultants in services companies with the core areas strategy, CRM, and customer retention The Author Benjamin Krischan Schulte obtained a Doctoral Degree in Business from Freie Universität Berlin in 2014. 606 $aMarketing 606 $aOperations research 606 $aDecision making 606 $aMarket research 606 $aMarketing$3https://scigraph.springernature.com/ontologies/product-market-codes/513000 606 $aOperations Research/Decision Theory$3https://scigraph.springernature.com/ontologies/product-market-codes/521000 606 $aMarket Research/Competitive Intelligence$3https://scigraph.springernature.com/ontologies/product-market-codes/513030 615 0$aMarketing. 615 0$aOperations research. 615 0$aDecision making. 615 0$aMarket research. 615 14$aMarketing. 615 24$aOperations Research/Decision Theory. 615 24$aMarket Research/Competitive Intelligence. 676 $a330 676 $a658.40301 676 $a658.8 676 $a658.83 700 $aSchulte$b Benjamin Krischan$4aut$4http://id.loc.gov/vocabulary/relators/aut$01061698 906 $aBOOK 912 $a9910298495903321 996 $aStaying the Consumption Course$92519740 997 $aUNINA