Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs

Service Industries Journal

Volumn 26, Issue 6, 2006, Pages 633-650

  Ibáñez, Vanessa Apaolaza ^a   Hartmann, Patrick ^a   Calvo, Pilar Zorrilla ^a  

^a UNIVERSITY OF THE BASQUE COUNTRY UPV EHU   (Spain)

Author keywords

[No Author keywords available]

Indexed keywords

CONCEPTUAL FRAMEWORK; ENERGY MARKET; RESIDENTIAL SATISFACTION;

EID: 33748635437     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060600850717     Document Type: Article

References (122)

1. Aldrich, H. and Fiol, C. (1994) Fools rush in? The institutional context of industry creation Academy of Management Review, 19(4), pp. 645-70.
2. Anderson, E. and Sullivan, M. (1993) The antecedents and consequences of customer satisfaction for firms Marketing Science, 12(2), pp. 125-43.
3. Anderson, E. and Fornell, C. and Lehmann, D. (1994) Customer satisfaction, market share and profitability: Findings from Sweden Journal of Marketing, 58(3), pp. 53-66.
4. Anderson, J. and Gerbing, D. (1988) Structural equation modelling in practice: A review and recommended two-step approach Psychological Bulletin, 103(3), pp. 411-23.
5. Andreassen, T. and Lindestad, B. (1998) Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise International Journal of Service Industry Management, 9(1), pp. 7-23.
6. Antonevich, J.(2002) What's the survey saying?. In Public Utilities Fortnightly. (pp. 40-41).
7. Bagozzi, R. and Yi, Y.(1994) Advanced topics in structural equation models. In Advanced Methods of Marketing Research. (pp. 1-51). Oxford: Blackwell.
8. Balmer, J. and Wilkinson, A. (1991) Building societies: Change, strategy and corporate identity Journal of General Management, 17(2), pp. 20-33.
9. Bendapudi, N. and Berry, L. (1997) Customers' motivations for maintaining relationships with service providers Journal of Retailing, 73(1), pp. 15-37.
10. Bennington, L. and Cummane, J. and Conn, P. (2000) Customer satisfaction and call centers: An Australian study International Journal of Service Industry Management, 11(2), pp. 162-73.
11. Bentler, P. (1990) Comparative fit indexes in structural models Psychological Bulletin, 107(2), pp. 238-46.
12. Bitner, M. (1990) Evaluating service encounters: The effects of physical surroundings and employee responses Journal of Marketing, 54(2), pp. 69-82.
13. Bitner, M. and Booms, B. and Tetreault, M. (1990) The service encounter: diagnosing favourable and unfavourable incidents Journal of Marketing, 54(1), pp. 71-84.
14. Bloemer, J. and de Ruyter, K. (1998) On the relationship between store image, store satisfaction and store loyalty European Journal of Marketing, 32(5/6), pp. 499-513.
15. Bloemer, J. and Poiesz, T. (1989) The illusion of consumer satisfaction Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 2(1), pp. 43-8.
16. Bloemer, J. and de Ruyter, K. and Peeters, P. (1998) Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction International Journal of Bank Marketing, 16(7), pp. 276-86.
17. Bolton, R. and Drew, J. (1991) A multistage model of consumers' assessments of service quality and value Journal of Consumer Research, 17(4), pp. 375-84.
18. Brown, K. (2001) Consumer research for the electric and natural gas utility industry. http://www.retailenergy.com/articles/gas.htm (April 2003)
19. Butcher, K. and Sparks, B. and O'Callaghan, F. (2001) Evaluative and relational influences on service loyalty International Journal of Service Industry Management, 12(4), pp. 310-27.
20. Churchill, G. and Surprenant, C. (1982) An investigation into the determinants of customer satisfaction Journal of Marketing Research, 19(4), pp. 491-504.
21. Coyles, S. and Gokey, T. (2002) Customer retention is not enough The Mckinsey Quarterly, 2. http://www.mckinseyquarterly.com/ article_page.asp?ar=1176andL2=16 (April 2002)
22. Cronin, J. and Taylor, S. (1994) SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality Journal of Marketing, 58(1), pp. 125-31.
23. Cronin, J. and Taylor, S. (1992) Measuring service quality: A re-examination and extension Journal of Marketing, 56(3), pp. 55-68.
24. Dabholkar, P. and Thorpe, D. and Rentz, J. (1996) A measure of service quality for retail stores: Scale development and validation Journal of the Academy of Marketing Science, 24(1), pp. 3-16.
25. Danaher, P. and Haddrell, V. (1996) A comparison of question scales used for measuring customer satisfaction International Journal of Service Industry Management, 7(4), pp. 4-26.
26. de Chernatony, L. and Segal-Horn, S. (2003) The criteria for successful services brands European Journal of Marketing, 37(7/8), pp. 1095-118.
27. de la Llana, L. (1998) Organization transformation: The Meralco experience Managing Service Quality, 8(1), pp. 24-33.
28. de Ruyter, K. and Bloemer, J. (1999) Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood International Journal of Service Industry Management, 10(3), pp. 320-36.
29. de Ruyter, K. and Wetzels, M. and Bloemer, J. (1998) On the relationships between perceived service quality, service loyalty and switching costs International Journal of Service Industry Management, 9(5), pp. 436-53.
30. Delgado-Ballester, E. and Munuera-Alemán, J. (2001) Brand trust in the context of consumer loyalty European Journal of Marketing, 35(11), pp. 1238-58.
31. Dick, A. and Basu, K. (1994) Customer loyalty: Toward an integrated conceptual framework Journal of the Academy of Marketing Science, 22(2), pp. 99-113.
32. Doney, P. and Cannon, J. (1997) An examination of the nature of trust in buyer-seller relationships Journal of Marketing, 61(2), pp. 35-51.
33. Drummond, J. and Hanna, F.(2001) Selling Power. Marketing Energy under Deregulation. British Columbia: Trafford.
34. Dukart, J. (1998) Quality: Do you measure up? Utility Business, 1(4), pp. 32-6.
35. Fornell, C. (1992) A national customer satisfaction barometer: The Swedish experience Journal of Marketing, 56(1), pp. 1-18.
36. Fornell, C. and Larcker, D. (1981) Evaluating structural equation models with unobservable variables and measurement error Journal of Marketing Research, 18(1), pp. 39-50.
37. Ganesan, S. (1994) Determinants of long-term orientation in buyer-seller relationships Journal of Marketing, 58(2), pp. 1-19.
38. Garbarino, E. and Johnson, M. (1999) The different roles of satisfaction, trust, and commitment in customer relationships Journal of Marketing, 63(2), pp. 70-87.
39. Gellings, C.(1994) Utility Marketing Strategies: Competition and the Economy. Lilburn GA: Fairmont Press.
40. Gellings, C.(1998) Effective Power Marketing. Tulsa Oklahoma: Penn Well.
41. Geyskens, I. and Steenkamp, J.-B. and Kumar, N. (1998) Generalizations about trust in marketing channel relationships using meta-analysis International Journal of Research in Marketing, 15(3), pp. 223-48.
42. Grönroos, C. (1982) An applied service marketing theory European Journal of Marketing, 16(7), pp. 30-41.
43. Grönroos, C. (1984) A service quality model and its marketing implications European Journal of Marketing, 18(4), pp. 36-44.
44. Grönroos, C. (1988) Service quality: The six criteria of good perceived service Review of Business, 9(3), pp. 10-13.
45. Grönroos, C.(1990) Service Management and Marketing. Lexington MA: Lexington Books.
46. Grönroos, C. (1994) From scientific management to service management: A management perspective for the age of service competition International Journal of Service Industry Management, 5(1), pp. 5-20.
47. Grönroos, C.(2000) Service Management and Marketing: A Customer Relationship Management Approach, 2nd ed. New York: Wiley and Sons.
48. Grönroos, C. (2001) The perceived service quality concept - a mistake? Managing Service Quality, 11(3), pp. 150-52.
49. Gummesson, E.(1995) Relationship marketing: Its role in the service economy. In Understanding Services Management. (pp. 244-68). Chichester UK: Wiley.
50. Hair, J. and Anderson, R. and Tatham, R. and Black, W.(1999) Análisis Multivariante. Madrid: Prentice Hall.
51. Hallowell, R. (1996) The relationships of customer satisfaction, customer loyalty and profitability: An empirical study International Journal of Service Industry Management, 7(4), pp. 27-42.
52. Harris, F. and de Chernatony, L. (2001) Corporate branding and corporate brand performance European Journal of Marketing, 35(3/4), pp. 441-56.
53. Hart, C. and Johnson, M. (1999) A framework for developing trust relationships Marketing Management, 8(1), pp. 20-22.
54. Hayes, T. and Helms, M. (1999) Process improvement in a utility company Business Process Management Journal, 5(4), pp. 297-310.
55. Hellier, P. and Geursen, G. and Carr, R. and Rickard, J. (2003) Customer repurchase intention: A general structural equation model European Journal of Marketing, 37(11), pp. 1762-800.
56. Herzberg, F.(1966) Work and the Nature of Man. Cleveland OH: Word Publishing.
57. Hogg, G. and Carter, S. and Dunne, A. (1998) Investing in people: internal marketing and corporate culture Journal of Marketing Management, 14(8), pp. 879-95.
58. Hoggard, J. (2003) Increasing customer loyalty and satisfaction in a competitive energy marketplace. http://www.equarius.com/downloads/ EICS_slick.pdf (March 2004)
59. Hu, L. and Bentler, P.(1995) Evaluating model fit. In Structural Equation Modelling: Concepts, Issues and Applications. (pp. 76-99). Thousand Oaks and London CA: Sage Publications.
60. Hunter, R. and Melnik, R. and Senni, L. (2003) What power consumers want? The McKinsey Quarterly, 3. http://www.mckinseyquarterly.com/ article_page.asp?ar=1320andL2=8andL3=48andsrid=69 (January 2004)
61. Iberdrola. (2002) Proyecto la voz del cliente Revista de Comunicación Interna, 2, pp. 18-19.
62. Johnson, M. and Fornell, C. (1991) A framework for comparing customer satisfaction across individuals and product categories Journal of Economic Psychology, 12(2), pp. 267-86.
63. Johnson, R.(2001) E-payment pick-up. In Public Utilities Fortnightly. (pp. 8-10).
64. Jones, M. and Mothersbaugh, D. and Beatty, S. (2000) Switching barriers and repurchase intentions in services Journal of Retailing, 76(2), pp. 259-74.
65. Jones, T. and Sasser, W. (1995) Why satisfied customers defect? Harvard Business Review, 73(6), pp. 88-99.
66. Jöreskog, K. and Sörbom, D.(1984) LISREL VI users guide, 3rd ed. Mooresville IN: Scientific Software.
67. Kaplan, D.(2000) Structural Equation Modelling: Foundations and Extensions. Newbury Park and London: Sage Publications.
68. Lewis, P. (2001) Customer research: Efficient deregulated marketing-dispelling the myths Competing for Household Customers in the Power Market Conference in Berlin. http://www.energyforum.net/feature/ feat131.shtml (February 2002)
69. Lewis, P. (2002) The psychology affecting loyalty of electricity and gas customers The Global Energy Marketing Conference in University of Vaasa, Finland. http://www.energyforum.net/feature/feat174_intro.shtml (February 2002)
70. Liljander, V. and Strandvik, T. (1993) Estimating zones of tolerance in perceived service quality and perceived service value International Journal of Service Industry Management, 4(2), pp. 6-28.
71. Liljander, V. and Strandvik, T.(1995) The nature of customer relationships in services. In Advances in Services Marketing and Management. (pp. 141-67). Greenwich CT: JAI Press.
72. Liljander, V. and Strandvik, T. (1997) Emotions in service satisfaction International Journal of Service Industry Management, 8(2), pp. 148-69.
73. Loveman, G. (1998) Employee satisfaction, customer loyalty, and financial performance Journal of Service Research, 1(1), pp. 18-31.
74. Mano, H. and Oliver, R. (1993) Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction Journal of Consumer Research, 20(3), pp. 451-66.
75. Masokin, M. (2000) Foreign suppliers posing strong threat to Austrian I&C utilities. http://www.energyforum.net/feature/feat146.shtml (April 2003)
76. Mayer, R. and Davis, J. and Schoorman, F. (1995) An integrative model of organizational trust Academy of Management Review, 20(3), pp. 709-34.
77. McCullagh, P. (2003) Of customer loyalty and energy. http://www.energyusernews.com/CDA/ArticleInformation/features/ BNP_Features_Item/0%2C2584%2C14501%2C00.html (March 2004)
78. McDonald, M. and de Chernatony, L. and Harris, F. (2001) Corporate marketing and service brands. Moving beyond the fast-moving consumer goods model European Journal of Marketing, 35(3/4), pp. 335-52.
79. Moorman, C. and Deshpande, R. and Zaltman, G. (1993) Factors affecting trust in market research relationships Journal of Marketing, 57(1), pp. 81-101.
80. Morgan, R. and Hunt, S. (1994) The commitment-trust theory of relationship marketing Journal of Marketing, 58(3), pp. 20-38.
81. Naumann, E. and Jackson, D., Jr. (1999) One more time: How do you satisfy customers? Business Horizons, 42(3), pp. 71-6.
82. Nesbit, B.(2000) E-business: Why waiting could cost you. In Public Utilities Fortnightly. (pp. 18-20).
83. Nesbit, B.(2001) Power to the people. Public Utilities Fortnightly. (pp. 36-42).
84. Novak, E.(2002) Does satisfaction pay?. In Public Utilities Fortnightly. (pp. 34-9).
85. Oliva, T. and Oliver, R. and MacMillan, I. (1992) A catastrophe model for developing service satisfaction strategies Journal of Marketing, 56(3), pp. 83-95.
86. Oliver, R. and DeSarbo, W. (1988) Response determinants in satisfaction judgments Journal of Consumer Research, 14(4), pp. 495-507.
87. Oliver, R. and Swan, J. (1989) Consumer perceptions of interpersonal equity and satisfaction in transaction: A field survey approach Journal of Marketing, 53(4), pp. 21-35.
88. Parasuraman, A. and Zeithaml, V. and Berry, L. (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing, 64(1), pp. 12-40.
89. Parasuraman, A. and Zeithaml, V. and Berry, L. (1994) Reassessment of expectations as a comparison standard in measuring service quality: implications for future research Journal of Marketing, 58(1), pp. 111-24.
90. Pesce, B.(2002) What's in a brand?. In Public Utilities Fortnightly. (pp. 24-6).
91. Ping, R. (1993) The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism and neglect Journal of Retailing, 69(3), pp. 320-52.
92. Porter, M.(1980) Competitive Strategy: Techniques for Analyzing Industries and Competitors. New York: Macmillan.
93. Powell, M. (2000) The utility challenge. Who's minding the consumer?. http://www.energycodes.gov/news/2000_workshop/pdfs/powell_m.pdf (April 2003)
94. Price, L. and Arnould, E. (1999) Commercial friendships: Service provider-client relationships in context Journal of Marketing, 63(4), pp. 38-56.
95. Ravald, A. and Grönroos, C. (1996) The value concept and relationship marketing European Journal of Marketing, 30(2), pp. 19-30.
96. Rienzner, R. and Testa, F. (2003) The captive consumer no longer exists. Creating customer loyalty to compete on the new deregulated markets of public utilities Total Quality Management and Business Excellence, 14(2), pp. 171-87.
97. Roest, H. and Pieters, R. (1997) The nomological net of perceived service quality International Journal of Service Industry Management, 8(4), pp. 336-51.
98. Rosier, B. (2000) Energy utilities step up the fight for power Marketing, 1, pp. 13.
99. Rust, R. and Oliver, R.(1994) Service quality: Insights and managerial implications from the frontier. In Service Quality. New Directions in Theory and Practice. (pp. 1-20). Thousand Oaks CA: Sage Publications.
100. Rust, R. and Zahorik, A. (1993) Customer satisfaction, customer retention, and market share Journal of Retailing, 69(2), pp. 193-215.
101. Senia, A. (2002) Branding the utility Utility Business, 5(7), pp. 32-6.
102. Sharma, N. and Patterson, P. (1999) The impact of communication effectiveness and service quality on relationship commitment in consumer professional service The Journal of Service Marketing, 13(2), pp. 151-70.
103. Sharma, N. and Patterson, P. (2000) Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services International Journal of Service Industry Management, 11(5), pp. 470-90.
104. Sheth, J. and Parvatiyar, A. (1995) Relationship marketing in consumer markets: Antecedents and consequences Journal of the Academy of Marketing Science, 23(4), pp. 255-71.
105. Simmonds, J. (2002) Affinity relationships to boost brand recognition and customer loyalty for European utilities. http://www.energyforum.net/ feature/feat193.shtml (March 2002)
106. Söderlund, M. (1998) Customer satisfaction and its consequences on customer behaviour revisited International Journal of Service Industry Management, 9(2), pp. 169-88.
107. Stauss, B. and Neuhaus, P. (1997) The qualitative satisfaction model International Journal of Service Industry Management, 8(3), pp. 236-49.
108. Steiger, J. and Lind, J.(1980). Statistically based tests for the number of common factors. Paper presented at the Annual Meeting of the Psychometric Society Iowa City IOJune. In [pp.].
109. Storbacka, K. and Strandvik, T. and Grönroos, C. (1994) Managing customer relationship for profit: The dynamics of relationship quality International Journal of Service Industry Management, 5(5), pp. 21-38.
110. Swan, J. and Oliver, R. (1989) Post-purchase communications by consumers Journal of Retailing, 65(4), pp. 516-33.
111. Tarney, W. and Roma, B.(2000) Lessons from the call center. In Public Utilities Fortnightly. (pp. 32-3).
112. Thumann, A.(1998) Customer Choice: Purchasing Energy in a Deregulated Market. Lilburn: The Fairmont Press, Inc.
113. Umbrell, C. (2003) Gold star service American-Gas, 85(4), pp. 14-16.
114. Watson, A. and Viney, H. and Schomaker, P. (2002) Consumer attitudes to utility products: A consumer behaviour perspective Marketing Intelligence and Planning, 20(7), pp. 394-404.
115. Westbrook, R. (1980) Intra-personal affective influences on customer satisfaction with products Journal of Consumer Research, 7(1), pp. 49-54.
116. Westbrook, R. (1987) Product/consumption based affective responses and post purchase processes Journal of Marketing Research, 24(3), pp. 258-70.
117. Wetzels, M. and de Ruyter, K. and Van Mirgelen, M. (1998) Marketing service relationships: The role of commitment Journal of Business and Industrial Marketing, 13(4/5), pp. 406-23.
118. Whitehead, P. (2003) Satisfied customers are not necessarily loyal. http://www.energyforum.net/feature/feat200.shtml (April 2003)
119. Wijnholds, H. (2000) Competitive electricity markets in the U.S. and the E.U.: Can they learn from each other? Journal of Euromarketing, 9(1), pp. 37-55.
120. Woodruff, R. (1997) Customer value: The next source for competitive advantage Journal of the Academy of Marketing Science, 25(2), pp. 139-53.
121. Zeithaml, V. (1988) Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence Journal of Marketing, 52(3), pp. 2-22.
122. Zeithaml, V. and Berry, L. and Parasuraman, A. (1996) The behavioural consequences of service quality Journal of Marketing, 60(2), pp. 31-46.