skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Business-to-Consumer Lock-in Effect

last modified Jan 05, 2016 12:28 PM
The August 2014 Paper on 'The Business-to-Consumer Lock-in Effect' by Markus Eurich and Michael Burtscher
Business-to-Consumer Lock-in Effect

August 2014 Monthly Paper

 

The lock-in effect refers to a situation in which consumers are dependent on a single manufacturer or supplier for a specific service, and cannot move to another vendor without substantial costs or inconvenience. In Business-to-Consumer relationships the lock-in effect is typically considered by the business to be favorable and desirable, because it helps to secure constant and recurring revenues. Therefore, it is frequently integrated into the logic of how a business creates value and generates revenues. However, the lock-in effect can also have negative consequences for the business, in particular when the consumer becomes dissatisfied with the service. In this case, the brand value and reputation may suffer and consumers may leave one service for another. In our study we analyzed consumers’ potential reactions in dependence of the strength of the lock-in effect and the type of relationship with the business. 

[paper not currently available for download]

RSS Feed Latest news

19th IEEE Conference on Business Informatics

Jul 27, 2017

Mohamed Zaki invited to be one of the organizing committee members of '19th IEEE Conference on Business Informatics', held in Thessaloniki, Greece on 24-26 July 2017

Podcast Interview with Deputy Director Dr Mohamed Zaki

Jul 20, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

Barriers and Facilitators to Incident Reporting in Servitized Manufacturers

Jul 17, 2017

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.

Podcast - The Fallacy of the Net Promoter Score

Jul 17, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Webinar - Business Ecosystems - Classification Model

Jul 10, 2017

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer

View all news

Upcoming events

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

Cambridge Service Week 2017 - Partners Day

Oct 11, 2017

Moller Centre, Cambridge, UK

Shift to Services Executive Education Programme

Nov 15, 2017

IfM, Cambridge, UK

Upcoming events