Customer loyalty and the effect of switching costs as a moderator variable. A case in the Turkish mobile phone market

Marketing Intelligence and Planning

Volumn 23, Issue 1, 2005, Pages 89-103

  Aydin, Serkan ^a   Özer, Gökhan ^a   Arasil, Ömer ^b  

^a GEBZE TECHNICAL UNIVERSITY   (Turkey)

^b Telecommunications Authority   (Turkey)

Author keywords

Consumer behaviour; Costs; Customer loyalty; Customer satisfaction; Mobile communication systems

Indexed keywords

EID: 19944400089     PISSN: 02634503     EISSN: None     Source Type: Journal    
DOI: 10.1108/02634500510577492     Document Type: Article

References (69)

1. Anderson, E.W. (1996), "Customer satisfaction and price tolerance", Marketing Letters, Vol. 7 No. 3, pp. 19-30
2. Anderson, E.W. and Sullivan, V.W. (1993), "The antecedents and consequences of customer satisfaction for firms", Marketing Science, Vol. 12 No. 2, pp. 125-143
3. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), "Customer satisfaction, market share and profitability: Findings from Sweden", Journal of Marketing, Vol. 58, pp. 129-141
4. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: A review and recommended two-step approach", Psychological Bulletin, Vol. 103, pp. 411-423
5. Anderson, J.C. and Narus, J.A. (1990), "A model of distributer firm and manufacturer firm working partnerships", Journal of Marketing, Vol. 54, January, pp. 42-58
6. Bloemer, J., Ruyter, K. and Wetzels, M. (1998), "On the relationship between perceived service quality, service loyalty and switching costs", International Journal of Industry Management, Vol. 9 No. 5, pp. 436-453
7. Brady, M.K. and Robertson, C.J. (2001), "Searching for a consensus on the antecedent role of service quality and satisfaction: Exploratory cross-national study", Journal of Business Research, Vol. 51, pp. 53-60
8. Bruhn, M. and Grund, M.A. (2000), "Theory, development and implementation of national customer satisfaction indices: The Swiss index of customer satisfaction (SWICS)", Total Quality Management, Vol. 11 No. 7, pp. 1017-1028
9. Burnham, T.A., Frels, J.K. and Mahajan, V. (2003), "Consumer switching costs: A typology, antecedents and consequences", Journal of the Academy of Marketing Science, Vol. 31 No. 2, pp. 109-126
10. Chaudhuri, A. and Holbrook, M.B. (2002), "Product-class effects on brand commitment and brand outcomes: The role of brand trust and brand affect", Brand Management, Vol. 10 No. 1, pp. 33-58
11. Churchill, G.A. Jr (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing research, Vol. 16, February, pp. 64-73
12. Churchill, G.A. and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19, November, pp. 491-504
13. Consumer Reports (1998), Buying Guide Issue, September, Consumers Union of United States, New York, NY
14. Doney, P.M. and Cannon, J.P. (1997), "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, Vol. 61, April, pp. 35-51
15. Downey, R.G. and King, C.V. (1998), "Missing data in Likert ratings: A comparison of replacement methods", Journal of General Psychology, Vol. 125, pp. 175-191
16. Eber, N. (1999), "Switching costs and implicit contracts", Journal of Economics, Vol. 69 No. 2, pp. 159-171
17. Edvardsson, B., Johnson, M.D., Gustafsson, A. and Standvik, T. (2000), "The effects of satisfaction and loyalty on profits and growth: Products versus services", Total Quality Management, Vol. 11 No. 7, pp. 917-927
18. Eklöf, J.A. and Cassel, C. (2001), "Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study", Total Quality Management, Vol. 12 No. 7/8, pp. 834-841
19. Erdem, T., Swait, J. and Jordan, L. (2002), "The impact of brand credibility on consumer price sensitivity", International Journal of Research in Marketing, Vol. 19, pp. 1-19
20. Farrell, J. and Shapiro, C. (1988), "Dynamic competition with switching costs", Rand Journal of Economics, Vol. 19 No. 1, pp. 123-137
21. Feick, L., Lee, J. and Lee, J. (2001), "The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France", Journal of Services Marketing, Vol. 15 No. 1, pp. 35-48
22. Fornell, C. (1992), "A national customer barometer: The Swedish experience", Journal of Marketing, Vol. 56, January, pp. 6-21
23. Fornell, C. and Larcker, D.F. (1981), "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50
24. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), "The American customer satisfaction index: Nature, purpose, and findings", Journal of Marketing, Vol. 60, October, pp. 7-18
25. Fournier, S. (1998), "Consumers and their brands: Developing relationship theory in consumer research", Journal of Consumer Research, Vol. 24, March, pp. 343-373
26. Fournier, S. and Yao, J.L. (1997), "Reviving brand loyalty: A conceptualization within the framework of consumer-brand relationships", International Journal of Research in Marketing, Vol. 14 No. 5, pp. 451-472
27. Garvin, D.A. (1988), Managing Quality: The Strategic and Competitive Edge, Free Press, New York, NY
28. Gerpott, T.J., Rams, W. and Schindler, A. (2001), "Customer retention, loyalty and satisfaction in the German mobile cellular telecommunications market", Telecommunications Policy, Vol. 25, pp. 249-269
29. Gronholdt, L., Martensen, A. and Kristensen, K. (2000), "The relationship between customer satisfaction and loyalty: Cross-industry differences", Total Quality Management, Vol. 11 No. 7/8, pp. 509-514
30. Guiltinan, J.P. (1989), "A classification of switching costs with implications for relationship marketing", in Childers, T.L. et al. (Eds), AMA Winter Educators' Conference: Marketing Theory and Practice, AMA, Chicago, IL, pp. 216-220
31. Gundlach, G.T., Achrol, R.S. and Mentzer, J.T. (1995), "The structure of commitment in exchange", Journal of Marketing, Vol. 59, January, pp. 78-92
32. Hackl, P., Scharitzer, D. and Zuba, R. (2000), "Customer satisfaction in the Austrian food retail market", Total Quality Management, Vol. 1 No. 7, pp. 999-1006
33. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.L. (1998), Multivariate Data Analysis, Prentice-Hall, Upper Saddle River, NJ
34. Hauser, J.R., Simester, D.I. and Wernerfelt, B. (1994), "Customer satisaction incentives", Marketing Science, Vol. 13 No. 4, pp. 327-350
35. Jackson, B.B. (1985), Winning and Keeping Industrial Customers, Lexington Books, Lexington, MA
36. Jacoby, J. and Kyner, D.B. (1973), "Brand loyalty vs repeat purchasing behavior", Journal of Marketing Research, Vol. 10, February, pp. 1-9
37. Johnson, M.D. and Fornell, C. (1991), "A framework for comparing customer satisfaction across individuals and product categories", Journal of Economic Psychology, Vol. 12 No. 2, pp. 267-286
38. Johnson, M.D., Gustafsson, A., Anreassen, T.W., Lervik, L. and Cha, J. (2001), "The evolution and future of national customer satisfaction index models", Journal of Economic Psychology, Vol. 22 No. 2, pp. 217-245
39. Jones, M.A. and Suh, J. (2000), "Transaction-spesific satisfaction and overall satisfaction: An empirical analysis", Journal of Services Marketing, Vol. 14 No. 2, pp. 147-159
40. Jones, M.A., Beatty, S.E. and Mothersbaugh, D.V. (2000), "Switching barriers and repurchase intentions in services", Journal of Retailing, Vol. 76 No. 2, pp. 259-274
41. Jones, M.A., Beatty, S.E. and Mothersbaugh, D.V. (2002), "Why customers stay: Measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes", Journal of Business Research, Vol. 55, pp. 441-450
42. Jöreskog, K.G. and Sörbom, D. (1993), Lisrel8: A Guide to the Program and Applications, Statistical Package for the Social Sciences, Chicago, IL
43. Kim, M., Kliger, D. and Vale, B. (2003), "Estimating switching costs: The case of banking", Journal of Financial Intermediation, Vol. 12 No. 1, pp. 25-56
44. Klemperer, P. (1987a), "Entry deterence in markets with consumer switching costs", Economic Journal, Vol. 97, pp. 99-117
45. Klemperer, P. (1987b), "The competitiveness of markets with switching costs", Rand Journal of Economics, Vol. 18 No. 1, pp. 138-150
46. Klemperer, P. (1987c), "Markets with consumer switching costs", The Quarterly Journal of Economics, Vol. 102, pp. 376-394
47. Klemperer, P. (1995), "Competition when consumers have switching costs: An overview with applications to industrial organization, macroeconomics and international trade", Review of Economic Studies, Vol. 62, pp. 515-539
48. Krishnamurthi, L. and Raj, S.P. (1991), "An empirical analysis of the relationship between brand loyalty and consumer price elasticity", Marketing Science, Vol. 10 No. 2, pp. 172-183
49. Kristensen, K., Martensen, A. and Gronholdt, L. (2000), "Customer satisfaction measurement at Post Denmark; results of application of the European customer satisfaction index methodology", Total Quality Management, Vol. 11 No. 7, pp. 1007-1015
50. Lau, G. and Lee, S. (1999), "Consumers' trust in a brand and link to brand loyalty", Journal of Market Focused Management, Vol. 4, pp. 341-370
51. Mak, B.L. and Sockel, H. (2001), "A confirmatory factor analysis of IS employee motivation and retention", Information and Management, Vol. 38, pp. 265-276
52. Moorman, C., Deshpande, R. and Zaltman, G. (1993), "Factors affecting trust in market research relationships", Journal of Marketing, Vol. 57, January, pp. 81-101
53. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38
54. Narayandas, N. (1996), "The link between customer satisfaction and customer loyalty: An empirical investigation", Working Paper, No. 97-017, Harvard Business School, Boston, MA
55. NQRC (1995), American Customer Satisfaction Index Methodology Report, University of Michigan Business School, Ann Arbor, MI
56. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY
57. Oh, H. (1999), "Service quality, customer satisfaction and customer value: A holistic perspective", Hospitality Management, Vol. 18, pp. 67-82
58. Oliver, R. (1997), Satisfaciton: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY
59. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Resarch, Vol. 17 No. 4, pp. 460-469
60. Palmer, A. (1998), Principles of Services Marketing, 2nd ed., McGraw-Hill, New York, NY
61. Patterson, P.G. and Sharma, N. (2000), "Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services", International Journal of Service Industry Management, Vol. 11 No. 5, pp. 470-490
62. Porter, M. (1998), Competitive Strategy: Techniques for Analyzing Industries and Competitors, The Free Press, New York, NY
63. Sharma, N. (2003), "The role pure and quasi-moderators in services: An empirical investigation of ongoing customer-service-provider relationships", Journal of Retailing and Consumer Services, Vol. 10 No. 4, pp. 253-262
64. Sharma, N., Patterson, P.G., Cicic, M. and Dawes, P. (1997), "A contingency model of relationship commitment for professional consumer services", Proceedings of the EMAC Conference, University of Warwick, Coventry, May, pp. 2026-2037
65. Shy, O. (2002), "A quick and easy method for estimating switching costs", International Journal of Industrial Organization, Vol. 20, pp. 71-87
66. Siguaw, J.A., Baker, T.L. and Simpson, P.M. (2003), "Preliminary evidence on the composition of relational exchange and its outcomes: The distributer perspective", Journal of Business Research, Vol. 56, pp. 311-322
67. Sirdeshmukh, D., Singh, J. and Sabol, B. (2002), "Consumer trust, value, and loyalty in relational exchanges", Journal of Marketing, Vol. 66, January, pp. 15-37
68. Yi, Y. (1991), "A critical review of consumer satisfaction", in Zeithaml, V.A. (Ed.), Review of Marketing 1990, American Marketing Association, Chicago, IL, pp. 68-123
69. Zedeck, S. (1971), "Problems with the use of moderator variables", Psychological Bulletin, Vol. 76, October, pp. 295-310