Client switching behaviour in property services

The effect of customers switching away from a property service provider can prove damaging to a company’s market share and profitability. A considerable amount has explored the customer’s decision to switch from one service provider to another and the impact of this decision. Little research however has been undertaken in the context of property service providers. This paper investigates customers’ reasons for switching property service providers within a business-to-business context by means of in depth interviews and discusses the implications of these findings.