Understanding frequent switching patterns

Journal of Service Research

Volumn 10, Issue 1, 2007, Pages 93-107

  Roos, Inger ^a   Gustafsson, Anders ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Customer relationships; Frequent switchers; Loyalty; Triggers

Indexed keywords

EID: 34547480292     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670507303232     Document Type: Article

References (41)

1. Ahluwalia, Rohini, Robert E. Burnkrant, and Rao H. Unnava (2000). Consumer Response to Negative Publicity: The Moderating Role of Commitment, Journal of Marketing Research, 37 (2). 203-15.
2. Bhattacharya, C.B. and Sankar Sen (2003). ConsumerCompany Identification: A Framework for Understanding Consumers' Relationships with Companies, Journal of Marketing, 67 (April), 76-88.
3. Bolton, Ruth N. (1998). A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction, Marketing Science, 17 (1). 45-65.
4. _ and Katherine N. Lemon (1999). A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, Journal of Marketing Research, 36 (May), 171-86.
5. Dambrun, Michal and Serge Guimond (2004). Implicit and Explicit Measures of Prejudice and Stereotyping: Do They Assess the Same Underlying Knowledge Structure? European Journal of Social Psychology, 34, 663-76.
6. Eagly, Alice H. and Shelly Chaiken (1993). The Psychology of Attitudes. Orlando, FL: Harcourt Brace Jovanovich.
7. Edvardsson, Bo (1988). Service Quality in Customer Relationships: A Study of Critical Incidents in Mechanical Engineering Companies, The Service Industries Journal, 4 (July), 427-45.
8. Fazio, Russel H. (1986). How Do Attitudes Guide Behavior? in Handbook of Motivation and Cognition: Foundations of Social Behavior, R. M. Sorrentino and E. T. Higgins, eds. New York: Guilford Press, 204-43.
9. Fornell, Claes (1992). A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 56 (1). 6-21.
10. Ganesh, Jaishankar, Mark J. Arnold, and Kristy E. Reynolds (2000). Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers, Journal of Marketing, 64 (3). 65-87.
11. Garbarino, Ellen and Mark S. Johnson (1999). The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships, Journal of Marketing, 63 (2). 70-87.
12. Gopinath, C. (2005). Recognizing Decline: The Role of Triggers, Mid-American Journal of Business, 20 (1). 21-7.
13. Gustafsson, Anders and Michael D. Johnson (2002). Measuring and Managing the Satisfaction-Loyalty-Performance Links at Volvo, Journal of Targeting, Measurement and Analysis for Marketing, 10 (3). 249-58.
14. _and Inger Roos (2005). Managing Customer Satisfaction, Image, and Strength of Relationship across Switching Paths, Journal of Marketing, 69 (4). 210-18.
15. Hastie, Reid and Bernadette Park (1986). The Relationship between Memory and Judgment Depends on Whether the Judgment Task Is Memory-Based or On-Line, Psychological Review, 93 (3). 258-68.
16. Jackson, Linda A., Linda A. Sullivan, and Philip D. Gardner (1992). Explaining Gender Differences in Self-Pay Expectations: Social Comparison Standards and Perceptions of Fair Pay, Journal of Applied Psychology, 77 (5). 651-54.
17. Johnson, Michael D. and Fred Selnes (2004). Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships, Journal of Marketing, 68 (2). 1-17.
18. Keaveney, Susan M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study, Journal of Marketing, 59 (April), 71-82.
19. LaBarbera, Priscilla A. and David Mazursky (1983). A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process, Journal of Marketing Research, 20 (November), 393-404.
20. Lee, Thomas W., Terence R. Mitchell, Lowell Wise, and Steven Fireman (1996). An Unfolding Model of Voluntary Employee Turnover, Academy of Management Journal, 39 (1). 5-36.
21. Liljander, Veronica (1994). Modeling Perceived Service Quality Using Different Comparison Standards, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7, 126-42.
22. Meyer, Robert J. (1987). The Learning of Multiattribute Judgment Policies, Journal of Consumer Research, 14 (September), 155-73.
23. Mittal, Vikas and Wagner A. Kamakura (2001). Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics, Journal of Marketing Research, 38 (1). 131-42.
24. Morgan, Robert M. and Shelby D. Hunt (1994). The CommitmentTrust Theory of Relationship Marketing, Journal of Marketing, 58 (July), 20-38.
25. Morris, Michael H. and Jeanne L. Holman (1988). Source Loyalty in Organizational Markets: A Dyadic Perspective, Journal of Business Research, 16 (2). 117-31.
26. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, Journal of Marketing, 58 (January), 111-24.
27. Park, C. Whan and Banwari Mittal (1985). A Theory of Involvement in Consumer Behavior: Problems and Issues, Research in Consumer Behavior, 1, 201-31.
28. Park, Jong-Won and Choi Jiho (1998). Potential Moderators for Comparison Standards in Consumer Satisfaction Formation: Some Exploratory Findings, Advances in Consumer Research, 25 (1). 124-32.
29. Pettigrew, Andrew M. (1992). The Strategy and Significance of Strategy Process Research, Strategic Management Journal, 13, 5-16.
30. Reichheld, Frederick F. (1996). The Loyalty Effect: The Hidden Force behind Growth, Profits, and Lasting Value, with Thomas Teal. Boston: Harvard Business School Press.
31. Reinartz, Werner J. and V. Kumar (2003). The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration, Journal of Marketing, 67 (January), 77-99.
32. Roos, Inger (1999). Switching Processes in Customer Relationships, Journal of Service Research, 2 (1). 376-93.
33. _, Bo Edvardsson, and Anders Gustafsson (2004). Customer Switching Patterns in Competitive and Non-Competitive Service Industries, Journal of Service Research, 6 (3). 256-71.
34. _, Anders Gustafsson, and Bo Edvardsson (2005). The Role of Customer Clubs in Recent Telecom Relationships, International Journal of Service Industry Management, 16 (5). 436-54.
35. _and (2006) Defining Service Quality for Customer-Driven Business DevelopmentA Housing-Mortgage Company Case, The International Journal of Service Industry Management, 17 (2). 207-23.
36. Rust, Roland T., J. Jeffery Inman, Jianmin Jia, and Anthony Zahorik (1999). What You Don't Know about Customer-Perceived Quality: The Role of Customer Expectation Distributions, Marketing Science, 18 (1). 77-92.
37. _, Valerie A. Zeithaml, and Katherine N. Lemon (2000). Driving Customer Equity: How Customer Value Is Reshaping Corporate Strategy. New York: Free Press.
38. Schrader, Brian W. and Dirk D. Steiner (1996). Common Comparison Standards: An Approach to Improving Agreement between Self and Supervisory Performance Ratings, Journal of Applied Psychology, 81 (6). 813-901.
39. Stauss, Bernd (1993). Using the Critical Incident Technique in Measuring and Managing Service Quality, in The Service Quality Handbook, E. Scheuing and William F. Christopher, eds. New York: American Management Association, 408-27.
40. Van de Ven, Andrew (1992). Suggestions for Studying Strategy Process: A Research Note, Strategic Management Journal, 13, 169-88.
41. Vickery, William E. and Morris Edward Opler (1948). A Redefinition of Prejudice for Purposes of Social Science Research, Human Relations, 1, 419-28.