When Firms Disadopt Consumers: Exploring How Consumers Respond to Firm-Initiated Relationship Disengagement

Firms increasingly disadopt consumers, disengaging from or ending the relationship with them. Two studies (a field study from Sprint’s customer disadoption and an experiment) show that consumer responses to disadoption are influenced by judgments of deservingness, and by how and why firms disadopt consumers. Consumer-perceived firm integrity mediates this process.



Citation:

Martin Mende, Maura Scott, Katherine Lemon, and Scott Thompson (2012) ,"When Firms Disadopt Consumers: Exploring How Consumers Respond to Firm-Initiated Relationship Disengagement", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 313-317.

Authors

Martin Mende, University of Kentucky, USA
Maura Scott, University of Kentucky, USA
Katherine Lemon, Boston College, USA
Scott Thompson, University of Georgia, USA



Volume

NA - Advances in Consumer Research Volume 40 | 2012



Share Proceeding

Featured papers

See More

Featured

A Phenomenological Examination of Internet Addiction: Insights from Entanglement Theory

Mohammadali Zolfagharian, Bowling Green State University
Atefeh Yazdanparast, University of Evansville
Reto Felix, University of Texas Rio Grande Valley, USA

Read More

Featured

Indigenous Trust and Readiness Towards Development

Ding Hooi Ting, Universiti Teknologi PETRONAS
Chin Chuan Gan, Sunway University
Amir Zaib Abbasi, Capital University of Science and Technology
Sohel Ahmed, Universiti Teknologi PETRONAS

Read More

Featured

Anchors as Midpoints: it’s not the Size of the Adjustment that Counts, it’s the Direction

Joshua Lewis, University of Pennsylvania, USA
Joseph P. Simmons, University of Pennsylvania, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.