Analysing firms' failures as determinants of consumer switching intentions: The effect of moderating factors

European Journal of Marketing

Volumn 41, Issue 1-2, 2007, Pages 135-158

  Antón, Carmen ^a   Camarero, Carmen ^a   Carrero, Mirtha ^a  

^a UNIVERSITY OF VALLADOLID   (Spain)

Author keywords

Consumer behaviour; Motor car insurance; Relationship marketing; Services marketing

Indexed keywords

EID: 33847141755     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560710718157     Document Type: Article

References (70)

1. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: a review and recommended two-step approach", Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
2. Anderson, E. and Weitz, B. (1992), "The use of pledges to built and sustain commitment in distribution channels", Journal of Marketing Research, Vol. 29, February, pp. 18-34.
3. Athanassolpoulos, A.D. (2000), "Customer satisfaction cues to support market segmentation and explain switching behavior", Journal of Business Research, Vol. 47 No. 3, pp. 191-207.
4. Bansal, H.S. and Taylor, S.F. (1999), "The service provider switching model (SPSM): a model of consumer switching behavior in the services industries", Journal of Service Research, Vol. 2 No. 2, pp. 200-18.
5. Bansal, H.S. and Taylor, S.F. (2002), "Investigating interactive effects in the theory of planned behavior in a service-provider switching context", Psychology and Marketing, Vol. 19 No. 5, pp. 407-25.
6. Bansal, H.S., Taylor, S.F. and James, Y.S. (2005), "Migrating to new service providers: toward a unifying framework of consumers' switching behaviours", Journal of the Academy of Marketing Science, Vol. 33 No. 1, pp. 96-115.
7. Bell, S.J., Auh, S. and Smalley, K. (2005), "Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs", Journal of the Academy of Marketing Science, Vol. 33 No. 2, pp. 169-83.
8. Berry, L. (1995), "Relationship marketing of services: growing interest, emerging perspectives", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 236-45.
9. Bougie, R., Pieters, R. and Zeelenberg, M. (2003), "Angry customers don't come back, they get back: the experience and behavioral implications of anger and dissatisfaction in services", Journal of the Academy of Marketing Science, Vol. 31 No. 4, pp. 377-93.
10. Brady, M. and Cronin, J. (2001), "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach", Journal of Marketing, Vol. 65, July, pp. 34-49.
11. Burnham, A., Frels, J.K. and Majahan, V. (2003), "Consumer switching cost: a typology, antecedents, and consequences", Journal of the Academy of Marketing Science, Vol. 31 No. 2, pp. 109-26.
12. Campbell, M.C. (1999), "Perceptions of price unfairness: antecedents and consequences", Journal of Marketing Research, Vol. 36, pp. 187-99.
13. Caprapo, A., Broniarczyk, S. and Srivastava, R.K. (2003), "Factors influencing the likelihood of customer defection: the role of consumer knowledge", Journal of the Academy of Marketing Science, Vol. 31 No. 2, pp. 164-75.
14. Coulter, R. and Ligas, M. (2000), "The long good-bye: the dissolution of customer service provider relationship", Psychology and Marketing, Vol. 17 No. 8, pp. 669-95.
15. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a reexamination and extension", Journal of Marketing, Vol. 56, July, pp. 55-68.
16. Dodds, W.B., Monroe, K.B. and Grewal, D. (1991), "The effects of price, brand, and store information on buyer's product evaluations", Journal of Marketing Research, Vol. 28, August, pp. 307-19.
17. Duck, S. (1982), "A topography of relationship disengagement and dissolution", in Duck, S. (Ed.), Personal Relationships 4: Dissolving Personal Relationships, Academic Press, London, pp. 1-30.
18. Dwyer, R., Schurr, P. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51, April, pp. 11-27.
19. Fournier, S. and Mick, D.G. (1999), "Rediscovering satisfaction", Journal of Marketing, Vol. 63, October, pp. 5-23.
20. Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58, April, pp. 1-19.
21. Ganesh, J., Arnold, M.J. and Reynolds, K.E. (2000), "Understanding the customer base of service providers: an examination of the differences between switchers and stayers", Journal of Marketing, Vol. 64 No. 3, pp. 65-87.
22. Gassenheimer, J.B., Houston, F.S. and Davis, J.C. (1998), "The role of economic value, social value, and perceptions of fairness in interorganizational relationship retention decisions", Journal of the Academy of Marketing Science, Vol. 26 No. 4, pp. 322-37.
23. Gordon, M.E., McKeage, K. and Fox, M.A. (1998), "Relationship marketing effectiveness: the role of involvement", Psychology and Marketing, Vol. 15 No. 5, pp. 443-59.
24. Grönroos, C. (1990), Service Management and Marketing, DC Heath and Co., Lexington, MA.
25. Gundlach, G. and Cadotte, E. (1995), "Exchange interdependence and interfirm interaction: research in a simulated channel setting", Journal of Marketing Research, Vol. 31, November, pp. 516-32.
26. Halinen, A. and Tähtinen, J. (2002), "A process theory of relationship ending", International Journal of Service Industry Management, Vol. 13 No. 2, pp. 163-80.
27. Heide, J.B. and Weiss, A. (1995), "Vendor consideration and switching behavior for buyers in high-technology markets", Journal of Marketing, Vol. 59, July, pp. 30-43.
28. Hellier, P.K., Geursen, G.M., Carr, R.A. and Rickard, J.A. (2003), "Customer repurchase intention: a general structural equation model", European Journal of Marketing, Vol. 37 Nos 11/12, pp. 1762-800.
29. Hess, R.L., Ganesan, S. and Klein, N.M. (2003), "Service failure and recovery: the impact of relationship factor on customer satisfaction", Journal of the Academy of Marketing Science, Vol. 31 No. 2, pp. 127-47.
30. Hocutt, M.A. (1998), "Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship", International Journal of Service Industry Management, Vol. 9 No. 2, pp. 189-200.
31. Homburg, C., Hoyer, W.D. and Koschate, N. (2005), "Customers' reactions to price increases: do customer satisfaction and perceived motive fairness matter?", Journal of the Academy of Marketing Science, Vol. 33 No. 1, pp. 36-49.
32. Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), "Switching barriers and purchase intentions in services", Journal of Retailing, Vol. 76 No. 2, pp. 259-74.
33. Keaveney, S.M. (1995), "Customer switching behavior in service industries: an exploratory study", Journal of Marketing, Vol. 59 No. 2, pp. 71-82.
34. Keaveney, S.M. and Parthasarathy, M. (2001), "Customer switching behavior in online services: an exploratory study of the role of selected attitudinal, behavioral, and demographic factors", Journal of the Academy of Marketing Science, Vol. 29 No. 4, pp. 374-90.
35. Kelley, S.W. and Davis, M.A. (1994), "Antecedents to customer expectations for service recovery", Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 52-61.
36. Kirmani, A. and Rao, A. (2000), "No pain, no gain: a critical review of the literature on signaling unobservable product quality", Journal of Marketing, Vol. 64 No. 2, pp. 66-79.
37. Kumar, N., Scheer, L. and Steenkamp, J.B. (1995a), "The effects of supplier fairness on vulnerable resellers", Journal of Marketing Research, Vol. 32 No. 1, pp. 54-65.
38. Kumar, N., Scheer, L. and Steenkamp, J.B. (1995b), "The effects of perceived interdependence on dealer attitudes", Journal of Marketing Research, Vol. 32, August, pp. 348-56.
39. Lee, J., Lee, J. and Feick, L. (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.
40. Mcdougall, G.H. and Levesque, T. (2000), "Customer satisfaction with services: putting perceived value into the equation", Journal of Services Marketing, Vol. 14 No. 5, pp. 392-410.
41. Michalski, S. (2004), "Types of customer relationship ending processes", Journal of Marketing Management, Vol. 20 Nos 9/10, pp. 977-99.
42. Michell, P.D.N., Cataquet, H. and Hague, S. (1992), "Establishing the causes of disaffection in agency-client relations", Journal of Advertising Research, Vol. 32 No. 2, pp. 41-8.
43. Mittal, B. and Lassar, W.M. (1998), "Why do customers switch? The dynamics of satisfaction versus loyalty", The Journal of Services Marketing, Vol. 12 No. 3, pp. 177-94.
44. Mittal, V. and Kamakura, W.A. (2001), "Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics", Journal of Marketing Research, Vol. 38, February, pp. 131-43.
45. Mohr, J.J. and Spekman, R. (1994), "Characteristics of partnership success: partnership attributes, communication behavior, and conflict resolution techniques", Strategic Management Journal, Vol. 15, pp. 135-52.
46. Morgan, R. and Hunt, S. (1994), "The commitment-trust theory of the relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
47. Oliva, T.A., Olivier, R.L. and MacMillan, I.C. (1992), "A catastrophe model for developing service satisfaction strategies", Journal of Marketing, Vol. 56 No. 3, pp. 83-95.
48. Parasuman, A., Zeithhaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
49. Perrien, J., Paradis, S. and Banting, P. (1995), "Dissolution of a relationship", Industrial Marketing Management, Vol. 24, pp. 317-27.
50. Ping, R.A. (1994), "Does satisfaction moderate the association between alternative attractiveness and exist intention in a marketing channel?", Journal of the Academy of Marketing Science, Vol. 22 No. 4, pp. 364-71.
51. Ping, R.A. (1995), "Some uninvestigated antecedents of retailer exit intention", Journal of Business Research, Vol. 34, pp. 171-80.
52. 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.
53. Reichheld, F.F. and Sasser, W.E. (1990), "Zero defections: quality comes to services", Harvard Business Review, Vol. 68, September-October, pp. 105-11.
54. Richins, M.L. and Bloch, P.H. (1991), "Post-purchase product satisfaction: incorporating the effects of involvement and time", Journal of Business Research, Vol. 23 No. 2, pp. 145-59.
55. Roos, I. (1999), "Switching processes in customer relationships", Journal of Service Research, Vol. 2 No. 1, pp. 68-85.
56. Roos, I. (2002), "Methods of investigating critical incidents", Journal of Service Research, Vol. 4 No. 3, pp. 193-204.
57. Roseman, I.J., Wiest, C.M.S. and Swartz, T.S. (1994), "Phenomenology, behaviors, and goals differentiate discrete emotions", Journal of Personality and Social Psychology, Vol. 67, pp. 206-11.
58. Sharma, N. and Patterson, P.G. (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. 470-90.
59. Sharp, B. and Sharp, A. (1997), "Loyalty programs and their impact on repeat-purchase loyalty patterns", International Journal of Research in Marketing, Vol. 14, pp. 473-86.
60. Sheth, J.N. and Parvatiyar, A. (1995), "Relationship marketing in consumer markets: antecedents and consequences", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 255-71.
61. Sin, L.Y.M., Tse, A.C.B., Yau, O.H.M., Lee, J.S.Y. and Chow, R. (2002), "The effect of relationship marketing orientation on business performance in a service-oriented economy", Journal of Services Marketing, Vol. 16 No. 7, pp. 656-76.
62. Sirohi, N., Mclaughlin, E.W. and Wittink, D.R. (1998), "A model of consumer perceptions and store loyalty intentions for a supermarket retailer", Journal of Retailing, Vol. 74 No. 2, pp. 223-45.
63. Teas, R.K. and Agarwal, S. (2000), "The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value", Journal of the Academy of Marketing Science, Vol. 28 No. 2, pp. 278-90.
64. Tähtinen, J. and Havila, V. (2004), "Editorial: enhancing research in exchange relationship dissolution", Journal of Marketing Management, Vol. 20 Nos 9/10, pp. 919-26.
65. Verhoef, P.D., Franses, P.H. and Hoekstra, J.C. (2002), "The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age on relationship matter?", Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 202-16.
66. Walter, A. and Ritter, T. (2000), "Value-creation in customer-supplier relationships: the role of adaptation, trust, and commitment", paper presented at the 29th EMAC Conference, Rotterdam, May.
67. Warrington, P. and Shim, S. (2000), "An empirical investigation of the relationship between product involvement and brand commitment", Psychology and Marketing, Vol. 17 No. 9, pp. 761-82.
68. Wathne, K., Biong, H. and Heide, J.B. (2001), "Choice of supplier in embedded markets: relationship and marketing program effects", Journal of Marketing, Vol. 65, April, pp. 54-66.
69. Yi, Y. and Leon, H. (2003), "Effects of loyalty programs on value perception, program loyalty, and brand loyalty", Journal of the Academy of Marketing Science, Vol. 31 No. 3, pp. 229-40.
70. Zinkhan, G.M. and Locander, W.B. (1988), "ESSCA: a multidimensional analysis tool for marketing research", Journal of the Academy of Marketing Science, Vol. 16 No. 1, pp. 36-46.