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Article
Publication date: 24 April 2024

Elanor Webb, Benedetta Lupattelli Gencarelli, Grace Keaveney and Deborah Morris

The prevalence of exposure to adversity is elevated in autistic populations, compared to neurotypical peers. Despite this, the frequency and nature of early adverse experiences…

Abstract

Purpose

The prevalence of exposure to adversity is elevated in autistic populations, compared to neurotypical peers. Despite this, the frequency and nature of early adverse experiences are not well understood in autistic adults, with several underlying methodological limitations in the available literature. The purpose of this study is to systematically synthesise and analyse the prevalence of childhood adversity in this marginalised population, in accordance with the adverse childhood experiences (ACEs) framework.

Design/methodology/approach

Peer-reviewed empirical research articles were systematically searched for from electronic databases and screened against established inclusion criteria. Pooled prevalence rates for individual ACE types were calculated.

Findings

Four papers were included (N = 732), all of which used a predominantly or exclusively female sample. Only sexual abuse was reported in all papers, with a pooled prevalence rate of 38%. Physical abuse and emotional abuse were less frequently explored, with two papers reporting on these ACEs, though obtained comparable and higher pooled prevalence rates (39% and 49%, respectively). Pooled prevalence rates could be calculated for neither neglect nor “household” ACEs because of insufficient data. The limited state of the evidence, in conjunction with high levels of heterogeneity and poor sample representativeness found, positions the ACEs of autistic adults as a critical research priority.

Originality/value

To the best of the authors’ knowledge, this study is the first to systematically synthesise the prevalence of early childhood adversities, as conceptualised in accordance with the ACEs framework, in adults with autistic traits.

Details

Advances in Autism, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-3868

Keywords

Article
Publication date: 27 May 2014

Vishal Vyas and Sonika Raitani

The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in…

4084

Abstract

Purpose

The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design.

Design/methodology/approach

The impacts of the influencing factors have been studied and tested empirically using exploratory factor analysis. Quantitative data have been collected by means of questionnaire employed from Clemes et al. and administered to 296 banking customers of Rajasthan utilizing convenience sampling.

Findings

Results reported that price, reputation, responses to service failure, customer satisfaction, service quality, service products, competition, customer commitment and involuntary switching have their significant effect on customers’ switching behaviour.

Research limitations/implications

The findings of present study can be used by the Indian banks for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers.

Originality/value

The originality lies in the fact that this study is one of few which have focused on the drivers leading to the switching intentions of Indian banking customers.

Details

International Journal of Bank Marketing, vol. 32 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Open Access
Article
Publication date: 26 May 2022

James Lappeman, Michaela Franco, Victoria Warner and Lara Sierra-Rubia

This study aims to investigate the factors that influence South African customers to potentially switch from one bank to another. Instead of using established models and survey…

2813

Abstract

Purpose

This study aims to investigate the factors that influence South African customers to potentially switch from one bank to another. Instead of using established models and survey techniques, the research measured social media sentiment to measure threats to switch.

Design/methodology/approach

The research involved a 12-month analysis of social media sentiment, specifically customer threats to switch banks (churn). These threats were then analysed for co-occurring themes to provide data on the reasons customers were making these threats. The study used over 1.7 million social media posts and focused on all five major South African retail banks (essentially the entire sector).

Findings

This study concluded that seven factors are most significant in understanding the underlying causes of churn. These are turnaround time, accusations of unethical behaviour, billing or payments, telephonic interactions, branches or stores, fraud or scams and unresponsiveness.

Originality/value

This study is unique in its measurement of unsolicited social media sentiment as opposed to most churn-related research that uses survey- or customer-data-based methods. In addition, this study observed the sentiment of customers from all major retail banks across 12 months. To date, no studies on retail bank churn theory have provided such an extensive perspective. The findings contribute to Susan Keaveney’s churn theory and provide a new measurement of switching threat through social media sentiment analysis.

Details

Journal of Consumer Marketing, vol. 39 no. 5
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 1 February 2003

Debra Grace and Aron O’Cass

In Australia, the child care industry has experienced substantial growth since 1991 resulting in a proliferation of child care centres throughout the country, to the point where…

3329

Abstract

In Australia, the child care industry has experienced substantial growth since 1991 resulting in a proliferation of child care centres throughout the country, to the point where supply of child care places is now in excess of demand. As a result, child care marketers now compete within a turbulent environment where it is vital to satisfy and retain customers in order to survive. Seeks to increase our knowledge of child care services consumption behaviour, and assist the child care marketer to understand their consumers and the difficulties they face as they interact with a service that they do not experience first hand. A self‐administered survey instrument was developed and administered to a sample of child care service switchers. The results indicate significant findings within, and between choice, switching, and post‐switching dimensions. The exploration of decision‐making areas provides a number of practical implications not only for the child care marketer, but also for government policy makers, child care consumers, and service providers in general.

Details

European Journal of Marketing, vol. 37 no. 1/2
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 1 July 2001

Debra Grace and Aron O’Cass

The quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share…

3035

Abstract

The quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share similar beliefs about a service and its delivery. Congruent expectations facilitate maintenance of service relationships, while disparate cognitions of expectations encumber and work toward terminating relationships (switching behavior). An empirical investigation of service switching in a child‐care setting reveals that highly educated child‐care consumers place more importance on the service encounter, and are more likely to engage in negative word‐of‐mouth about the service in the event of failure. However, in terms of service switching, the perceptions of child‐care providers are significantly different from those of consumers when attributing causes of switching, and examining post‐switching behavior. Provides practical implications for childcare providers, and service providers, in general.

Details

Journal of Services Marketing, vol. 15 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 June 2012

Gurjeet Kaur, R.D. Sharma and Neha Mahajan

The purpose of this paper is to investigate the extent of customer switching and the reasons that underlie customer‐switching intentions. The paper aims to focus on the various…

5597

Abstract

Purpose

The purpose of this paper is to investigate the extent of customer switching and the reasons that underlie customer‐switching intentions. The paper aims to focus on the various factors on account of which a customer may or may not switch a particular bank.

Design/methodology/approach

A total of 800 bank customers were selected randomly from a total population of 71,600 and were contacted personally to gather the requisite data.

Findings

The paper finds that the model reveals significant effect of quality, satisfaction and trust on predicting switching barriers. Of these relationships, satisfaction emerged as the strongest factor which influences switching barriers.

Research limitations/implications

The study is limited to Indian banks; a larger empirical study would be useful to replicate the results in the banking as well as other services.

Practical implications

In order to ensure loyalty among bank customers, increased value addition in the banking services and wide‐ranging relationships with customers can make the switching process more complex.

Originality/value

The preliminary work in this paper demonstrates the impact of various relationship marketing factors, namely, service quality, customer value, satisfaction, trust, commitment, loyalty, switching costs and barriers on customers' switching intentions.

Details

International Journal of Bank Marketing, vol. 30 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 23 March 2012

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu and Hamed Armesh

The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.

3644

Abstract

Purpose

The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.

Design/methodology/approach

Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia.

Findings

The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions.

Research limitations/implications

The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry.

Practical implications

The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry.

Originality/value

Unlike previous studies, the paper incorporates a fourth dimension of justice – informational justice – into the service recovery literature. Although prior studies have investigated the relationship between perceived justice and positive behavioral intentions, there is no specific study currently investigating the relationship between perceived justices and negative outcomes.

Article
Publication date: 11 March 2019

Adele Berndt, Daniel J. Petzer and Pierre Mostert

The purpose of this paper is to gain insight into brand avoidance of service brands and explore whether the different types of brand avoidance identified in a product context…

1004

Abstract

Purpose

The purpose of this paper is to gain insight into brand avoidance of service brands and explore whether the different types of brand avoidance identified in a product context apply to service providers.

Design/methodology/approach

Because of the exploratory nature of the study, the critical incident method and semi-structured interviews were used to achieve the purpose of the study.

Findings

The findings suggest that five types of brand avoidance, as identified in studies involving product brands, can be identified as impacting service brands. In addition, the findings show that advertising avoidance should be expanded to communication avoidance because of the multifarious communication influences that were identified. The study proposes a framework to deepen the understanding of the types of brand avoidance affecting service brands.

Research limitations/implications

Since the different types of brand avoidance previously identified are also evident in a services environment, service providers should develop strategies to deal with the different types of service brand avoidance. The findings are broad in scope because of the exploratory nature of the study, and a detailed analysis of each type of service brand avoidance is still required.

Originality/value

This paper focuses on the various types of brand avoidance and their manifestation in the services context. The study contributes by showing that the broader concept of communication, not only advertising, should be considered when studying brand avoidance in a service context.

Article
Publication date: 2 November 2021

Cong Zhao, Abu Hanifa Md. Noman and Kaveh Asiaei

The development and maintenance of a long-term relationship with customers are essential for banks to bolster their profits and thrive in a competitive environment. This study…

1327

Abstract

Purpose

The development and maintenance of a long-term relationship with customers are essential for banks to bolster their profits and thrive in a competitive environment. This study aims to explore the key factors that influence individuals' bank-switching behavior in the Malaysian retail banking industry to provide insights to bank managers to develop effective customer retention strategies.

Design/methodology/approach

A convenient sampling technique was used to distribute questionnaires to bank customers in Malaysia. A total of 312 utilizable questionnaires were obtained for further analysis. For the data analysis, the authors used explanatory factor analysis (EFA), confirmatory factor analysis (CFA) and logit and probit models to identify the determinants of bank-switching behavior of bank customers in Malaysia.

Findings

This study revealed that switching costs, effective advertising from competitors, inconvenience, price factor and service failures significantly influence customers' retail bank-switching behavior in the Malaysian context. The findings bring some significant policy implications for bank management decisions.

Research limitations/implications

The non-probability, convenience online sampling method may not be generalized to the population. However, the descriptive demographic statistics show that the findings provide a reasonable representation of the Malaysian population.

Originality/value

This study empirically investigates the determinants of individual customers' retail bank-switching behavior in the Malaysian context. This study is the first of its kind to observe the unique feature of price factor as a determinant of individual customers' switching behavior in the Malaysian retail banking industry, contrasting previous similar studies in different countries.

Details

International Journal of Bank Marketing, vol. 40 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 28 February 2019

Munazza Saeed and Ilhaamie Binti Abdul Ghani Azmi

The purpose of this paper is to examine the influence of customer equity on the brand-switching behaviour of millennial Muslim consumers in Pakistan and Malaysia using the theory…

Abstract

Purpose

The purpose of this paper is to examine the influence of customer equity on the brand-switching behaviour of millennial Muslim consumers in Pakistan and Malaysia using the theory of planned behaviour framework.

Design/methodology/approach

Data were collected from 706 millennial Muslim consumers from two universities in each country through a self-administered questionnaire using a multi-cluster probability sampling and were analysed using structural equation modelling.

Findings

The findings demonstrate that the customer equity dimensions (awareness of American brands, perceived quality and image of American brands) are significantly different between the two countries, and moreover, customer equity strongly influences the brand-switching intention behaviour in both countries, and this consequently influences the actual brand-switching behaviour.

Practical implications

This study is important for those firms who have many prospective switchers and Muslim consumers, because it is essential to understand why brand-switching behaviour occurs, and to what extent such firms can discourage such consumers from leaving the brand.

Originality/value

This is the first paper of its kind to examine the brand-switching behaviour of millennial Muslim consumers in two different cultures.

Details

South Asian Journal of Business Studies, vol. 8 no. 1
Type: Research Article
ISSN: 2398-628X

Keywords

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