Critical incidents and the impact of satisfaction on customer share

Journal of Marketing

Volumn 72, Issue 4, 2008, Pages 123-142

  Van Doorn, Jenny ^a   Verhoef, Peter C ^a  

^a UNIVERSITY OF GRONINGEN   (Netherlands)

Author keywords

Business to business relationships; Critical incidents; Customer loyalty; Customer relationship management; Service failure; Services

Indexed keywords

EID: 47949123674     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkg.72.4.123     Document Type: Article

References (65)

1. Agustin, Clara and Jagdip Singh (2005), "Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchange," Journal of Marking Research, 42 (February), 96-108.
2. Ahluwalia, Rohini (2002), "How Prevalent Is the Negativity Effect in Consumer Environments?" Journal of Consumer Research, 29 (September), 270-79.
3. Anderson, Eugene W. (1998), "Customer Satisfaction and Word of Mouth," Journal of Service Research, 1 (August), 1-14.
4. _ and Vikas Mittal (2000), "Strengthening the Satisfaction-Profit Chain," Journal of Service Research, 3 (November), 107-120.
5. _ and Mary W. Sullivan (1993), "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, 12 (2), 125-43.
6. Baltagi, Badi H. (1981), "Simultaneous Equations with Error Components," Journal of Econometrics, 17 (November), 189-200.
7. Bergkvist, Lars and John R. Rossiter (2007), "The Predictive Validity of Multiple-Item Versus Single-Item Measures of the Same Constructs," Journal of Marketing Research, 44 (May), 175-84.
8. Bitner, Mary Jo (1990), "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,Journal of Marketing, 54 (April), 69-82.
9. _, Bernard H. Booms, and Mary Stanfield Tetreault (1990), "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, 54 (January), 71-84.
10. 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.
11. _ and James H. Drew (1991), "A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes," Journal of Marketing, 55 (January), 1-9.
12. _ 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.
13. _, and Peter C. Verhoef (2008), "Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision," Journal of Marketing, 72 (January), 46-64.
14. Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions," Journal of Marketing Research, 30 (February), 7-27.
15. Bowman, Douglas, John U. Farley, and David C. Schmittlein (2000), "Cross-National Empirical Generalization in Business Services Buying Behavior," Journal of International Business Studies, 31 (December), 667-86.
16. _ and Das Narayandas (2001), "Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior," Journal of Marketing Research, 38 (August), 281-97.
17. _ and _ (2004), "Linking Customer Management Effort to Customer Profitability in Business Markets," Journal of Marketing Research, 41 (November), 433-47.
18. Churchill, Gilbert A., Jr., and Carol Surprenant (1982), "An Investigation into the Determinants of Customer Satisfaction," Journal of Marketing Research, 19 (November), 491-504.
19. Cooil, Bruce, Timothy L. Keiningham, Lerzan Aksoy, and Michael Hsu (2007), "A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics," Journal of Marketing, 71 (January), 67-83.
20. DeSarbo, Wayne S., Lenard Huff, Marcelo M. Rolandelli, and Jungwhan Choi (1994), "On the Measurement of Perceived Service Quality," in Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, eds. Thousand Oaks, CA: Sage Publications, 199-220.
21. Dubé, Laurette and Michael S. Morgan (1996), "Trend Effects and Gender Differences in Retrospective Judgments of Consumption Emotions," Journal of Consumer Research, 23 (September), 156-62.
22. Fiske, Susan T. (1980), "Attention and Weight in Person Perception: The Impact of Negative and Extreme Behavior," Journal of Personality and Social Psychology, 38 (June), 889-906.
23. _ and Steven L. Neuberg (1990), "A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation," Advances in Experimental Social Psychology, 23, 1-74.
24. Folkes, Valerie S. and Vanessa M. Patrick (2003), "The Positivity Effect in the Perceptions of Services: Seen One, Seen Them All?" Journal of Consumer Research, 30 (June), 125-37.
25. Gardial, Sarah Fisher, Daniel J. Flint, and Robert B. Woodruff (1996), "Trigger Events: Exploring the Relationships Between Critical Events and Consumers' Evaluations, Standards, Emotions, Values and Behavior," Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 9, 35-51.
26. Gomez, Miguel I., Edward W. McLaughlin, and Dick R. Wittink (2004), "Customer Satisfaction and Retail Sales Performance: An Empirical Investigation," Journal of Retailing, 80 (4), 265-78.
27. Greene, William H. (2003), Econometric Analysis. Upper Saddle River, NJ: Prentice Hall.
28. Gremler, Dwayne D. (2004), "The Critical Incident Technique in Service Research," Journal of Service Research, 7 (August), 65-89.
29. Gupta, Sunil and Valarie Zeithaml (2006), "Customer Metrics and Their Impact on Financial Performance," Marketing Science, 25 (November-December), 718-39.
30. Gustafsson, Anders, Michael D. Johnson, and Inger Roos (2005), "The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention," Journal of Marketing, 69 (October), 210-18.
31. Hogarth, Robin M. and Hillel J. Einhorn (1992), "Order Effects in Belief Updating: The Belief-Adjustment Model," Cognitive Psychology, 24 (January), 1-55.
32. Johnson, Michael D., Eugene Anderson, and Claes Fornell (1995), "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, 21 (March), 695-707.
33. _, Andreas Herrmann, and Frank Huber (2006), "The Evolution of Loyalty Intentions," Journal of Marketing, 70 (April), 122-32.
34. Kahnemann, Daniel and Amos Tversky (1979), "Prospect Theory: An Analysis of Decision Under Risk," Econometrica, 47 (March), 263-91.
35. Kanouse, David E. and L.R. Hanson (1972), Negativity in Evaluations. Morristown, NJ: General Learning Press.
36. Keaveney, Susan M. (1995), "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, 59 (April), 71-82.
37. Kelley, Scott W, K. Douglas Hoffman, and Mark A. Davis (1993), "A Typology of Retail Failures and Recoveries," Journal of Retailing, 69 (4), 429-52.
38. Kunda, Ziva (1990), "The Case for Motivated Reasoning," Psychological Bulletin, 108 (November), 480-98.
39. _ and Paul Thagard (1996), "Forming Impressions from Stereotypes, Traits, and Behaviors: A Parallel-Constraint Satisfaction Theory," Psychological Review, 103 (April), 284-308.
40. Lindell, Michael K. and David J. Whitney (2001), "Accounting for Common Method Variance in Cross-Sectional Research Designs," Journal of Applied Psychology, 86 (1), 114-21.
41. Mantel, Susan Powell and Frank R. Kardes (1999), "The Role of Direction of Comparison, Attribute-Based Processing, and Attitude-Based Processing in Consumer Preference," Journal of Consumer Research, 25 (March), 335-52.
42. Marsh, Lawrence C. and David R. Cormier (2001), Spline Regression Models. Sage University Papers Series on Quantitative Applications in the Social Sciences, 07-137. Thousand Oaks, CA: Sage Publications.
43. Maxham, James G. and Richard G. Netemeyer (2002), "A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts," Journal of Marketing, 66 (October), 52-71.
44. Mittal, Vikas and Patrick M. Baldasare (1996), "Eliminate the Negative: Managers Should Optimize Rather Than Maximize Performance to Enhance Patient Satisfaction," Journal of Health Care Marketing, 16 (3), 24-31.
45. _ and Wagner A. Kamakura (2001), "Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics," Journal of Marketing Research, 38 (February), 131-42.
46. _, Pankaj Kumar, and Michael Tsiros (1999), "Attribute Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption System Approach," Journal of Marketing, 63 (April), 88-101.
47. _, William T. Ross, and Patrick M. Baldasare (1998), "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions," Journal of Marketing, 62 (January), 33-47.
48. Narayandas, Das (2005), "Building Loyalty in Business Markets," Harvard Business Review, 83 (September), 131-39.
49. Oliver, Richard L. (1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, 17 (November), 460-69.
50. Peeters, Guido and Janusz Czapinski (1990), "Positive-Negative Asymmetry in Evaluations: The Distinction Between Affective and Informational Negativity Effects," European Review of Social Psychology, 1, 33-60.
51. Roos, Inger (2002), "Methods of Investigating Critical Incidents: A Comparative Review," Journal of Service Research, 4 (February), 193-204.
52. _, Bo Edvardsson, and Anders Gustafsson (2004), "Customer Switching Patterns in Competitive and Noncompetitive Service Industries," Journal of Service Research, 6 (February), 256-71.
53. Rossiter, John R. (2002), "The C-OAR-SE Procedure for Scale Development in Marketing," International Journal of Research in Marketing, 19 (December), 305-335.
54. Rust, Roland T. and Elizabeth O. Bornman (1982), "Distribution-Free Methods of Approximating Nonlinear Marketing Relationships," Journal of Marketing Research, 19 (August), 372-74.
55. _ and Bruce Cooil (1994), "Reliablity Measures for Qualitative Data: Theory and Implications," Journal of Marketing Research, 31 (February), 1-14.
56. _, Katherine N. Lemon, and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy," Journal of Marketing, 68 (January), 109-127.
57. Sanbonmatsu, David M. and Russell H. Fazio (1990), "The Role of Attitudes in Memory-Based Decision Making," Journal of Personality and Social Psychology, 59 (October), 614-22.
58. Smith, Amy K. and Ruth N. Bolton (1998), "An Experimental Investigation of Service Failure and Recovery: Paradox or Peril?" Journal of Service Research, 1 (August), 65-81.
59. _, and Janet Wagner (1999), "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery," Journal of Marketing Research, 36 (August), 356-72.
60. Streukens, Sandra and Ko de Ruyter (2004), "Reconsidering Non-linearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings," Marketing Letters, 15 (July), 99-111.
61. Tse, David K. and Peter C. Wilton (1988), "Models of Consumer Satisfaction Formation: An Extension," Journal of Marketing Research, 25 (May), 204-212.
62. Verhoef, Peter C. (2003), "Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development," Journal of Marketing, 67 (October), 30-45.
63. _, Philip Hans Franses, and Bas Donkers (2002), "Changing Perceptions and Changing Behavior in Customer Relationships," Marketing Letters, 13 (2), 121-34.
64. Whitney, Richard E. (1971), "Agreement and Positivity in Pleasantness Ratings of Balanced and Unbalanced Social Situations," Journal of Personality and Social Psychology, 17 (January), 11-14.
65. Yammarino, Francis J., Steven J. Skinner, and Terry L. Childers (1991), "Understanding Mail Survey Response Behavior: A Meta-Analysis," Public Opinion Quarterly, 55 (Winter), 613-39.