The market performance indicator: a macro understanding of service provider switching

Research output: Contribution to journalArticle

3 Citations (Scopus)
5 Downloads (Pure)

Abstract

Purpose: The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching.
Design/methodology/approach: The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior.
Findings: The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and actual switching behavior, suggesting that there may well be important threshold level, upon which greater switching behavior occurs.
Originality/value: The MPI provides marketers and policy-makers with benchmarks to compare the consumer welfare of different markets in different countries. Switching studies with MPI figures can be more easily generalized to different contexts.
Original languageEnglish
Pages (from-to)302-313
Number of pages12
JournalJournal of Services Marketing
Volume29
Issue number4
DOIs
Publication statusPublished - Jul 2015

Fingerprint

Performance indicators
Market performance
Service provider
Switching behavior
Market conditions
Focus groups
Cell phone
Survey research
European Commission
Benchmark
Methodology
Design methodology
Politicians
Marketers
Consumer welfare

Cite this

@article{95bcca1b4bff491b85c8dd349b4ffd93,
title = "The market performance indicator: a macro understanding of service provider switching",
abstract = "Purpose: The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching.Design/methodology/approach: The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior.Findings: The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and actual switching behavior, suggesting that there may well be important threshold level, upon which greater switching behavior occurs.Originality/value: The MPI provides marketers and policy-makers with benchmarks to compare the consumer welfare of different markets in different countries. Switching studies with MPI figures can be more easily generalized to different contexts.",
keywords = "Market performance indicator, Mobile /cell phone switching, Regional, Service marketing",
author = "Steven D'Alessandro and Lester Johnson and Gray, {David M.} and Leanne Carter",
note = "Includes bibliographical references.",
year = "2015",
month = "7",
doi = "10.1108/JSM-05-2014-0172",
language = "English",
volume = "29",
pages = "302--313",
journal = "Journal of Services Marketing",
issn = "0887-6045",
publisher = "Emerald Group Publishing Limited",
number = "4",

}

The market performance indicator : a macro understanding of service provider switching. / D'Alessandro, Steven; Johnson, Lester; Gray, David M.; Carter, Leanne.

In: Journal of Services Marketing, Vol. 29, No. 4, 07.2015, p. 302-313.

Research output: Contribution to journalArticle

TY - JOUR

T1 - The market performance indicator

T2 - a macro understanding of service provider switching

AU - D'Alessandro, Steven

AU - Johnson, Lester

AU - Gray, David M.

AU - Carter, Leanne

N1 - Includes bibliographical references.

PY - 2015/7

Y1 - 2015/7

N2 - Purpose: The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching.Design/methodology/approach: The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior.Findings: The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and actual switching behavior, suggesting that there may well be important threshold level, upon which greater switching behavior occurs.Originality/value: The MPI provides marketers and policy-makers with benchmarks to compare the consumer welfare of different markets in different countries. Switching studies with MPI figures can be more easily generalized to different contexts.

AB - Purpose: The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching.Design/methodology/approach: The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior.Findings: The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and actual switching behavior, suggesting that there may well be important threshold level, upon which greater switching behavior occurs.Originality/value: The MPI provides marketers and policy-makers with benchmarks to compare the consumer welfare of different markets in different countries. Switching studies with MPI figures can be more easily generalized to different contexts.

KW - Market performance indicator

KW - Mobile /cell phone switching

KW - Regional

KW - Service marketing

U2 - 10.1108/JSM-05-2014-0172

DO - 10.1108/JSM-05-2014-0172

M3 - Article

VL - 29

SP - 302

EP - 313

JO - Journal of Services Marketing

JF - Journal of Services Marketing

SN - 0887-6045

IS - 4

ER -