Theoretische Ansatzpunkte und empirische Befunde zur Beziehungsbeendigung

Michalski, Silke

doi:10.1007/978-3-663-10584-8_2

Cited by 1 publication

(15 citation statements)

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“…In an early investigation of the financial services sector, Michalski (2002) reported a fundamental willingness by former bank customers to return in an earlier business relationship. Michalski also noted a positive time-lag effect and found that the willingness to return increases over time.…”

Section: The Current Situation In Retail Bankingmentioning

confidence: 99%

“…With regard to retail banking, we use the so-called strategic triangle to systematise reasons for churn. The triangle consists of three dimensions-company, competition, and customer-and thus classifies the reasons for churn into company-, competition-, and customer-related factors (Michalski 2002;Pick 2017).…”

Section: Strategic Trianglementioning

confidence: 99%

“…In addition, psychological motives, such as variety-seeking, 4 can lead to churn. Information about the customer-related reasons for churn helps to prevent hopeless customer win-back initiatives (Sauerbrey & Henning 2000;Michalski 2002;Büttgen 2003). Bruhn and Michalski (2001) performed a survey of the three reasons for churn according to the strategic triangle in an exploratory study of banks.…”

Section: Strategic Trianglementioning

confidence: 99%

“…Variety-seeking is of only minor importance for churn (Bruhn & Michalski 2001). Michalski (2002) examined the relationship between company-, competition-and customer-related reasons for churn from the point of view of bank customers. Here, too, the company-related reasons were the most important factors in the decision to migrate, accounting for 52.5% of mentions.…”

Section: Strategic Trianglementioning

confidence: 99%

“…There is little research on customer recovery in the banking sector, and most of it dates back to the first decade of this century (e.g. Bruhn & Michalski 2001;Sieben 2002;Michalski 2002). The same is true for banking practice.…”

Section: Introductionmentioning

confidence: 99%

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Determinants of customer recovery in retail banking—lessons from a German banking case study

2023

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Due to the increased willingness of retail banking customers to switch and churn their banking relationships, a question arises: Is it possible to win back lost customers, and if so, is such a possibility even desirable after all economic factors have been considered? To answer these questions, this paper examines selected determinants for the recovery of terminated customer–bank relationships from the perspective of former customers. This study therefore evaluates for the first time, empirically and systematically with reference to a German Sparkasse as a case-study setting, whether lost customers have a sufficient general willingness to return (GWR) a retail banking relationship. From our results, a correlation is shown between the GWR a banking relationship and some specific determinants: seeking variety, attractiveness of alternatives and customer satisfaction with the former business relationship. In addition, we show that a customer’s GWR varies depending on the reason for churn and is surprisingly greater when the customer defected for reasons that lie within the scope of the customer himself. Despite the case-study character, however, our results provide relevant insights for other banks and, in particular, this applies to countries with a comparable banking system.

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Section: The Current Situation In Retail Bankingmentioning

confidence: 99%

Section: Strategic Trianglementioning

confidence: 99%

Section: Strategic Trianglementioning

confidence: 99%

Section: Strategic Trianglementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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