<p>The telecommunication business has changed in Sweden during the recent years. From being a monopoly, the market has switched into a more competitive market with more competitors that offer more services. <em>TeliaSonera </em>is one of the largest telecommunication providers in Sweden. <em>TeliaSonera </em>is a co-operation between the companies <em>Telia</em>, which was one of the leading telecommunication companies in Sweden, and the Finnish counterpart <em>Sonera</em>. At the present time of this thesis, they provide their customers with services like Broadband, TV, Stationary phone and Mobile phone. These services are provided both to residential and business customers.</p><p>The aim of this research project is to understand the switching behaviour of former <em>TeliaSonera </em>customers by investigating the background of the customers' motivation to switch. Through analysing the findings, the researchers will be able to make assumptions about customer switching processes.</p><p>The research has been conducted with an explorative research approach and qualitative interviewing via telephone with 22 former <em>TeliaSonera </em>customers. The questions were related to their behaviour before, while and after the switching from <em>TeliaSonera </em>to a competing provider. From the interviews, the researchers seek to get a better understanding what triggers sway customers to switch. Additionally, it is equally important to understand the switching process customers go through.</p><p>The theoretical framework is based on prior research on customer behaviour and customer relationship management in the field of service management and marketing. Theories as triggers, active and passive customers or suggestions like the unconscious decision-making are being discussed. Triggers are the point where the customer begins to be aware of a possible switch of services. An active customer searches for the information oneself and a passive customer often are influenced by a third party. The theory about unconscious decision-making questions if the human subconscious can make decision for customers before they are even aware of it. This theory is being applied to the collected data.</p><p>The results of the research show that there can be found two different switching paths of interviewed customers, which are generated based on the collected customer stories. The two different paths are categorised into a <em>reactional </em>and <em>situational </em>switching path and an <em>influenced </em>switching path.</p>
| Identifer | oai:union.ndltd.org:UPSALLA/oai:DiVA.org:kau-4435 |
| Date | January 2009 |
| Creators | Göransson, Katrin, Frenzel, Felix |
| Publisher | Karlstad University, Karlstad University, Faculty of Economic Sciences, Communication and IT, Karlstad University, Karlstad University, Faculty of Economic Sciences, Communication and IT |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, text |
Page generated in 0.0015 seconds