Service providers and customers: Social exchange theory and service loyalty

Journal of Services Marketing

Volumn 19, Issue 6, 2005, Pages 392-400

  Sierra, Jeremy J ^a   McQuitty, Shaun ^a  

^a NEW MEXICO STATE UNIVERSITY   (United States)

Author keywords

Customer loyalty; Services marketing

Indexed keywords

EID: 29044441231     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040510620166     Document Type: Review

References (52)

1. Abdullah, M., Al-Nasser, A.D. and Husain, N. (2000), "Evaluating functional relationship between image, customer satisfaction and customer loyalty using general maximum entropy", Total Quality Management, Vol. 11 Nos 4-6, pp. S826-9.
2. Baron, S., Harris, K. and Harris, R. (2001), "Retail theater: the 'intended effect' of the performance", Journal of Service Research, Vol. 4 No. 2, pp. 102-17.
3. Barr, S.H. and Pawar, B. (1995), "Organizational citizenship behavior: domain specifications for three middle range theories", Academy of Management Journal, pp. 302-7, Best Papers Proceedings.
4. Bearden, W.O., Havdesty, D.M. and Rose, R.L. (2001), "Consumer self confidence: refinement in conceptualization and measurement", Journal of Consumer Research, Vol. 28 No. 1, pp. 121-34.
5. Berry, L.L. (2000), "Cultivating service brand equity", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 128-37.
6. Berry, L.L., Parasuraman, A. and Zeithaml, V.A. (1988), "The service-quality puzzle", Business Horizons, Vol. 31 No. 5, pp. 35-43.
7. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985), "Quality counts in services, too", Business Horizons, Vol. 28 No. 3, pp. 44-52.
8. Bitner, M.J., Faranda, W.T., Hubbert, A.R. and Zeithaml, V.A. (1997), "Customer contributions and roles in service delivery", International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205.
9. Bowen, D.E. (1990), "Interdisciplinary study of service: some progress, some prospects", Journal of Business Research, Vol. 20 No. 1, pp. 71-9.
10. Brady, M.K. and Cronin, J.J. Jr (2001), "Some new thoughts on conceptualizing perceived quality: a hierarchical approach", Journal of Marketing, Vol. 65 No. 3, pp. 34-49.
11. Broderick, A.J. (1999), "Role theory and the management of service encounters", Service Industries Journal, Vol. 19 No. 2, pp. 117-31.
12. Browne, M.W. and Cudeck, R. (1993), "Alternative ways of assessing model fit", in Bollen, K.A. and Long, J.S. (Eds), Testing Structural Equation Models, Sage, Beverly Hills, CA.
13. Crosby, L.A. and Johnson, S.L. (2002), "Going my way?", Marketing Management, Vol. 11 No. 4, pp. 10-11.
14. Czepiel, J.A. (1990), "Service encounters and service relationships: implications for research", Journal of Business Research, Vol. 20 No. 1, pp. 13-21.
15. Duffy, D.L. (1998), "Consumer loyalty strategies", Journal of Consumer Marketing, Vol. 15 No. 5, pp. 435-48.
16. Dwyer, R.F. and Oh, S. (1987), "Output sector munificence effects on the internal political economy of marketing channels", Journal of Marketing Research, Vol. 24 No. 4, pp. 347-58.
17. Edgett, S. and Parkinson, S. (1993), "Marketing for service industries - a review", The Service Industries Journal, Vol. 13 No. 3, pp. 19-29.
18. Fournier, S. (1998), "Consumers and their brands: developing relationship theory in consumer research", Journal of Consumer Research, Vol. 24 No. 4, pp. 343-73.
19. Garbarino, E. and Johnson, M.S. (1999), "The different roles of satisfaction, trust, and commitment in customer relationships", Journal of Marketing, Vol. 63 No. 2, pp. 70-97.
20. Ghobadian, A., Speller, S. and Jones, M. (1994), "Service quality - concepts and models", International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 43-57.
21. Gotlieb, J.B. and Bolton, D.L. (2000), "Three of the key variables that help explain how consumers develop their perception of the quality of organizations marketing services", Journal of Professional Services Marketing, Vol. 21 No. 1, pp. 89-103.
22. Grönroos, C. (1978), "A service-orientated approach to marketing of services", European Journal of Marketing, Vol. 12 No. 8, pp. 588-601.
23. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), "The profitable act of service recovery", Harvard Business Review, Vol. 68 No. 4, pp. 148-56.
24. Hartman, D.E. and Lindgren, H. Jr (1993), "Consumer evaluations of goods and services: implications for services marketing", Journal of Services Marketing, Vol. 7 No. 2, pp. 4-13.
25. Havlena, W.J. and Holbrook, M.B. (1986), "The varieties of consumption experience: comparing two typologies of emotion in consumer behavior", Journal of Consumer Research, Vol. 13 No. 3, pp. 394-404.
26. Hinkin, T.R. and Schriesheim, C.A. (1990), "Relationships between subordinate perceptions of supervisor influence tactics and attributed bases of supervisory power", Human Relations, Vol. 43 No. 3, pp. 221-37.
27. Hu, L. and Bentler, P.M. (1999), "Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives", Structural Equation Modeling, Vol. 6 No. 1, pp. 1-55.
28. Izard, C.E. (1991), The Psychology of Emotions, Plenum Press, New York, NY.
29. Kaplan, D. (1995), "Statistical power in structural equation modeling", in Hoyle, R.H. (Ed.), Structural Equation Modeling: Concepts, Issues, and Applications, Sage, Thousand Oaks, CA.
30. Lawler, E.J. (2001), "An affect theory of social exchange", The American Journal of Sociology, Vol. 107 No. 2, pp. 321-52.
31. Lawler, E.J., Thye, S.R. and Yoon, J. (2000), "Emotion and group cohesion in productive exchange", American Journal of Sociology, Vol. 106 No. 3, pp. 616-57.
32. LeClerc, F. and Little, J.D.C. (1997), "Can advertising copy make FSI coupons more effective?", Journal of Marketing Research, Vol. 34 No. 4, pp. 473-84.
33. Levitt, T. (1981), "Marketing intangible products and product intangibles", Harvard Business Review, Vol. 59 No. 3, pp. 94-102.
34. MacCallum, R.C., Browne, M.W. and Sugawara, H.M. (1996), "Power analysis and determination of sample size for covariance structure modeling", Psychological Methods, Vol. 1 No. 2, pp. 130-49.
35. Mitchell, A. (1998), "Why intimacy is vital to customer relationships", Marketing Week, Vol. 21 No. 37, pp. 30-1.
36. Molm, L.D. (1991), "Affect and social exchange: satisfaction in power-dependence relations", American Sociological Review, Vol. 56 No. 4, pp. 475-93.
37. Nunnally, J.C. and Bernstein, I.H. (1994), Psychometric Theory, McGraw-Hill, New York, NY.
38. Ozment, J. and Morash, E.A. (1994), "The augmented service offering for perceived and actual service quality", Journal of the Academy of Marketing Science, Vol. 22 No. 4, pp. 352-63.
39. 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 No. 4, pp. 41-51.
40. Pritchard, M.P., Havitz, M.E. and Howard, D.R. (1999), "Analyzing the commitment-loyalty link in service contexts", Journal of the Academy of Marketing Science, Vol. 27 No. 3, pp. 333-48.
41. Puay, C.L., Tang, K.H. and Jackson, P.M. (1999), "An innovative framework for health care performance measurement", Managing Service Quality, Vol. 9 No. 6, pp. 423-33.
42. Raju, P.S. (1980), "Optimum stimulation level: its relationship to personality, demographics, and exploratory behavior", Journal of Consumer Research, Vol. 7 No. 3, pp. 272-82.
43. Regan, W.J. (1963), "The service revolution", Journal of Marketing, Vol. 27 No. 3, pp. 57-62.
44. Ryan, A.M., Schmit, M.J. and Johnson, R. (1996), "Attitudes and effectiveness: examining relations at an organizational level", Personnel Psychology, Vol. 49 No. 4, pp. 853-82.
45. Shostack, G.L. (1977), "Breaking free from product marketing", Journal of Marketing, Vol. 41 No. 2, pp. 73-80.
46. Singh, J. (2000), "Performance productivity and quality of frontline employees in service organizations", Journal of Marketing, Vol. 64 No. 2, pp. 15-34.
47. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), "A role theory perspective on dyadic interactions: the service encounter", Journal of Marketing, Vol. 49 No. 1, pp. 99-111.
48. Van Dolen, W., Lemmink, J., Mattsson, J. and Rhoen, I. (2001), "Affective consumer responses in service encounters: the emotional content in narratives of critical incidents", Journal of Economic Psychology, Vol. 22 No. 3, pp. 359-76.
49. Weitz, B.A. (1981), "Effectiveness in sales interactions: a contingency framework". Journal of Marketing, Vol. 45 No. 1, pp. 85-103.
50. Winer, R.S. (1999), "Experimentation in the 21st century: the importance of external validity", Journal of the Academy of Marketing Science, Vol. 27 No. 3, pp. 349-58.
51. Yagil, D. (2001), "Ingratiation and assertiveness in the service provider - customer dyad", Journal of Service Research, Vol. 3 No. 4, pp. 345-53.
52. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1985), "Problems and strategies in services marketing", Journal of Marketing, Vol. 49 No. 2, pp. 33-46.