Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.

 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference
 EMAC 2021 Regional Conference
 EMAC 2022 Annual
 EMAC 2022 Regional Conference
 EMAC 2023 Annual
 EMAC 2023 Regional Conference

EMAC 2020 Regional Conference

How does customer satisfaction with service elimination influence repatronage intention?

Published: September 16, 2020


Ágnes Somosi, John von Neumann University; Krisztina Kolos, Corvinus University of Budapest


service elimination; repatronage intention; relationship breadth


Due to high churn rates in case of service elimination, revealing factors that influence repatronage intention is seen as a tool for enhancing service elimination success. The purpose of this paper is to identify these factors through a combined analysis of customer reactions and service subscription. 135 service elimination participants were asked about their reactions regarding the process and service subscription details. The results show that tenure lessens the effect of price increase. Relationship breadth and interaction intensity have a positive relationship with repatronage intention, and relationship breadth and service usage intensity also have a positive relationship with service elimination satisfaction. This research contributes to theory and practice in terms of both repatronage intention and service elimination literature revealing factors leading to customer satisfaction during service elimination