Our research examines customer-service provider relationship dissolution. W
e conducted in-depth interviews with five women who recently took at least
several months to terminate a service relationship. The data provide a holi
stic perspective on why consumers take a long time to exit, how they exit,
and their expectations about rekindling their relationships. Based on our d
ata, we conceptualize a model of the long exit, a process that includes a d
issolution stage, an exit stage, and a post-dissolution stage. Our model of
fers a theoretical framework of service dissolution, as well as practical i
mplications for service providers. (C) 2000 John Wiley & Sons, Inc.