Some moderating effects on the service quality-customer retention link

International Journal of Operations and Production Management

Volumn 23, Issue 2, 2003, Pages 230-248

  Ranaweera, Chatura ^a   Neely, Andy ^b  

^a UNIVERSITY OF CAMBRIDGE   (United Kingdom)

^b CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

Consumer attitudes; Customer loyalty; Pricing; Service quality

Indexed keywords

EID: 0037289386     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/01443570310458474     Document Type: Conference Paper

References (38)

1. Aiken, L.S. and West, S.G. (1991), Multiple Regression: Testing and Interpreting Interactions, Sage Publications, New York, NY.
2. Anderson, E.W. and Sullivan, M.W. (1993), "The antecedents and consequences of customer satisfaction for firms", Marketing Science, Vol. 12 No. 2, Spring, pp. 125-43.
3. Bansal, H. S. and Taylor, S.F. (1999), "The service provider switching modal (SPSM): a model of consumer switching behaviour in the service industry", Journal of Service Research, Vol. 2 No. 2, pp. 200-18.
4. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), "A dynamic process model of service quality",Journal of Marketing Research, Vol. XXX, February, pp. 7-27.
5. Cardozo, R.N. (1965), "An experimental study of customer effort, expectation, and satisfaction", Journal of Marketing Research, Vol. II, August, pp. 244-9.
6. Chintagunta, P.K. and Honore, B.E. (1996), "Investigating the effects of marketing variables and unobserved heterogeneity in a multinomial probit model", International Journal of Research in Marketing, Vol. 13, pp. 1-15.
7. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, Vol. 56 No. 3, pp. 56-68.
8. Cronin, J.J. and Taylor, S.A. (1994), "SERVPERF vs SERVQUAL: reconciling performance based and perceptions - minus - expectations measurement of service quality", Journal of Marketing, Vol. 58, January, pp. 125-31.
9. Cronin, J.J., Brady, M.K. and Hult, G.T.M. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments", Journal of Retailing, Vol. 76 No. 2, pp. 193-218.
10. Drolet, A.L. and Morrison, D.G. (2001), "Do we really need multiple item measures in service research?",Journal of Service Research, Vol. 3 No. 3, pp. 196-204.
11. Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, January, pp. 6-21.
12. Fornell, C., Ittner, C.D. and Larcker, D.F. (1995), "Understanding and using the American customer satisfaction index (ACSI): assessing the financial impact of quality initiatives", paper presented in IMPRO 95, Juran Institute's Conference on Managing for Total Quality.
13. Gremler, D.D. and Brown, S.W. (1996), "Service loyalty: its nature, importance, and implications", in Edwardson, B., Brown, S.W., Johnston, R. et al. (Eds), Advancing Service Quality: A Global Perspective, International Service Quality Association, pp. 171-80.
14. Gremler, D.D. and Brown, S.W. (1998), "Service loyalty: antecedents, components, and outcomes", American Marketing Association, Winter, pp. 165-6.
15. Gupta, S., Chintagunta, P., Kaul, A. and Wittnik, D.R. (1996), "Do household scanner data provide representative inferences from brand choices: a comparison with store data", Journal of Marketing Research, Vol. 33, pp. 383-98.
16. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schlesinger, L.A. (1994), "Putting the service-profit chain to work", Harvard Business Review, March-April, pp. 164-74.
17. Huang, M.H. and Yu, S. (1999), "Are consumers inherently or situationally brand loyal? A set intercorrelation account for conscious brand loyalty and non conscious inertia", Psychology and Marketing, Vol. 16 No. 6, pp. 534-44.
18. Irwin, J.R. and McClellan, G.H. (2001), "Misleading heuristics and moderated multiple regression models",Journal of Marketing Research, Vol. 38 No. 1, pp. 100-15.
19. Ittner, C.D. and Larcker, D.F. (1996), "Measuring the impact of quality initiatives on firm financial performance", in Advances in the Management of Organisational Quality, Vol. 1, JAI Press, Greenwich, CT, pp. 1-37.
20. Johnston, R. (1995), "The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service", International Journal of Service Industry Management, Vol. 6 No. 2, pp. 46-61.
21. Johnston, R. (1999), "Service operations management: return to roots", International Journal of Service Industry Management, Vol. 19 No. 2, pp. 104-24.
22. Johnston, R., Sitvestro, R., Fitzgerald, L. and Voss, C. (1990), "Developing the determinants of service quality", in the Proceedings of the 1st International Research Seminar in Service Management, La Londes Les Maures, June.
23. Jones, T.O. and Sasser, W.E. (1995), "Why satisfied customers defect", Harvard Business Review, November-December, pp. 88-99.
24. Kellog, D.L. and Nie, W. (1995), "A framework for strategic service management", Journal of Operations Management, Vol. 30, pp. 323-37.
25. Lambert, R.A. (1998), "Customer satisfaction and future financial performance: discussion of Are non financial measures leading indicators of financial performance? An analysis of customer satisfaction",Journal of Accounting Research, Vol. 36, supplement.
26. Lee, J., Lee, J. and Feiek, L. (2001), "The impact of switching costs on the customer satisfactionloyalty link: mobile phone service in France", Journal of Services Marketing, Vol. 15 No. 1, pp. 35-48.
27. Mital, V. and Kamakura, A. (2001), "Satisfaction, repurchase intent, and repurchase behaviour: investigating the moderating effect of customer characteristics", Journal of Marketing Research, Vol. XXXVIII, February, pp. 131-42.
28. Morgan, R.M. and Hunt, S.D. (1994), "The commitment - trust theory of relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
29. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research",Journal of Marketing, Vol. 49, Fall, pp. 41-50.
30. Reichheld, F.F. and Sasser, W.E (1990), "Zero defections: quality comes to services", Harvard Business Review, September-October, pp. 105-11.
31. Richardson, P.S., Dick, A.S. and Jain, A.K. (1994), "Extrinsic and intrinsic cue effects on perceptions of store brand quality",Journal of Marketing, Vol. 58, October, pp. 28-36.
32. Roth, A.V., Chase, R.B., Voss, C.A. and Menor, L.J. (2000), "Debunking a myth: toward a better understanding of service operations and customer satisfaction", paper presented at the AOM Annual Conference, Toronto, August.
33. Rucci, A.J., Kirn, S.P. and Quinn, R.T. (1998), "The employee - customer profit chain at SEARS", Harvard Business Review, January-February, pp. 82-97.
34. Singh, J. (1988), "Consumer complaint intentions and behaviour: definitional and taxonomical issues", Journal of Marketing, Vol. 52, January, pp. 93-107.
35. Varki, S. and Colgate, M. (2001), "The role of price perceptions in an integrated model of behavioural intentions",Journal of Service Research, Vol. 3 No. 3, pp. 232-40.
36. Zeithaml, V.A. (1998), "Consumer perceptions of price, quality and value: a means end model and synthesis of evidence" Journal of Marketing, Vol. 52, July, pp. 2-22.
37. Zeithaml, V.A. (2000), "Service quality, profitability and the economic worth of customers: what we know and what we need to learn",Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
38. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioural consequences of service quality",Journal of Marketing, Vol. 60, April, pp. 31-46.