A multidimensional scale of switching barriers in the full-service restaurant industry

Cornell Hospitality Quarterly

Volumn 52, Issue 1, 2011, Pages 54-63

  Han, Heesup ^a   Back, Ki Joon ^b   Kim, Yun Hi ^c  

^a Dong A University   (South Korea)

^b UNIVERSITY OF HOUSTON   (United States)

^c Kyungnam University   (South Korea)

Author keywords

Full service restaurants; Positive and negative switching barriers; Scale development

Indexed keywords

EID: 79952283874     PISSN: 19389655     EISSN: None     Source Type: Journal    
DOI: 10.1177/1938965510389261     Document Type: Article

References (48)

1. Bagozzi, R.P., and Y. Yi. 1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16:74-94.
2. Balabanis, G., N. Reynolds, and A. Simintiras. 2006. Bases of e-loyalty: Perceived switching barriers and satisfaction. Journal of Business Research 59 (2): 214-24.
3. Bansal, H.S., and S.F. Taylor. 1999. The service provider switching model (SPSM): A model of consumer switching behavior in the services industry. Journal of Service Research 2 (2): 200-218.
4. Barnes, J. 1994. Close to the customer: But is it really a relationship? Journal of Marketing Management 10 (7): 561-70.
5. Bendapudi, N., and L.L. Berry. 1997. Customers' motivations for maintaining relationships with service providers. Journal of Retailing 72:223-47.
6. Bitner, M.J., B.H. Booms, and M.S. Tetreault. 1990. The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing 54:71-84.
7. Blodgett, J.G., D.J. Hill, and S.S. Tax. 1997. The effects of distributive, procedural and interactional justice on postcomplaint behavior. Journal of Retailing 73 (2): 185-210.
8. Burnham, T.A., J.K. Frels, and V. Mahajan. 2003. Consumer switching costs: A typology, antecedents and consequences. Journal of the Academy of Marketing Science 31 (2): 109-26.
9. Byrne, B.M. 2001. Structural equation modelling with AMOS: Basic concepts, applications, and programming. London: Lawrence Erlbaum.
10. Churchill, G.A. 1979. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 16:64-73.
11. Colgate, M., and P. Danaher. 2000. Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution. Journal of the Academy of Marketing Science 28 (3): 375-87.
12. Colgate, M., and B. Lang. 2001. Switching barriers in consumer markets: An investigation of the financial services industry. Journal of Consumer Marketing 18 (4): 332-47.
13. Dick, A.S., and K. Basu. 1994. Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science 22 (2): 99-113.
14. Egan, J. 2001. Relationship marketing: Exploring relational strategies in marketing. London: Financial Times-Prentice Hall.
15. Ford, J.K., R.C. MacCallum, and M. Tait. 1986. The applications of exploratory factor analysis in applied psychology: A critical review and analysis. Personnel Psychology 39:291-314.
16. Fornell, C. 1992. A national customer satisfaction barometer: The Swedish experience. Journal of Marketing 56:6-21.
17. Gerbing, D.W., and J.C. Anderson. 1988. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 25:186-92.
18. Goodwin, C., and I. Ross. 1992. Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research 25:149-63.
19. Gwinner, K.P., D.D. Gremler, and M.J. Bitner. 1998. Relational benefits in services industries: The customer's perspective. Journal of the Academy of Marketing Science 26 (2): 101-14.
20. Hair, J.F., R.E. Anderson, R.L. Tatham, and W.C. Black. 1998. Multivariate data analysis (8th ed.). Upper Saddle River, NJ: Prentice Hall.
21. Hirschman, A.O. 1970. Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Cambridge, MA: Harvard University Press.
22. Hoffman, K.D., and S.W. Kelly. 2000. Perceived justice needs and recovery evaluation: A contingency approach. European Journal of Marketing 34 (3): 418-32.
23. Holloway, B.B. 2003. The role of switching barriers in the online service recovery process. Unpublished doctoral dissertation, University of Alabama, Tuscaloosa.
24. Jones, M.A., D.L. Mothersbaugh, and S.E. Beatty. 2000. Switching barriers and repurchase intentions in services. Journal of Retailing 76 (2): 259-74.
25. Kang, Y., P.T. Long, and R.R. Perdue. 1996. Resident attitudes toward legal gambling. Annals of Tourism Research 23 (1): 71-85.
26. Keaveney, S.M. 1995. Customer switching behavior in service industries: An exploratory study. Journal of Marketing 59: 71-82.
27. Klemperer, P. 1987. Markets with consumer switching costs. Quarterly Journal of Economics 102:376-94.
28. Kline, R.B. 1998. Principles and practice of structural equation modeling. New York, NY: Guilford.
29. Lages, C., C.R. Lages, and L.F. Lages. 2005. The RELQUAL scale: A measure of relationship quality in export market ventures. Journal of Business Research 58:1040-48.
30. Laroche, M., J. Bergeron, and C. Goutaland. 2001. A three-dimensional scale of intangibility. Journal of Service Research 4 (1): 26-38.
31. Maxham, J.G., and R.G. Netemeyer. 2002. Modeling customer perceptions of compliant handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing 78:239-52.
32. Maxwell, J.A. 2005. Qualitative research design: An interactive approach. 2nd ed. London: Sage.
33. McCollough, M.A., and S.G. Bharadwaj. 1992. The recovery paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality and attribution-based theories. In Marketing theory and applications, ed. C. T. Allen. Chicago, IL: American Marketing Association.
34. Nunnally, J.C. 1978. Psychometric theory. New York, NY: McGraw-Hill.
35. Nyquist, J., and B. Booms. 1987. Measuring services value from the customer perspective. In Add value to your service, ed. C. Suprenant, 13-16. Chicago, IL: American Marketing Association.
36. Patterson, P.G., and T. Smith. 2003. A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing 79:107-20.
37. Patterson, P.G. 2004. A contingency model of behavioral intentions in a services context. European Journal of Marketing 38 (9): 1304-15.
38. Perreault, W.D., and L.E. Leigh. 1989. Reliability of nominal data based on qualitative judgments. Journal of Marketing Research 16:135-48.
39. Ping, R.A. 1993. The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing 69:320-52.
40. Ranaweera, C., and J. Prabhu. 2003. The influence of satisfaction, trust, and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management 14 (4): 374-95.
41. Rindskopf, D., and T. Rose. 1988. Some theory and applications of confirmatory second-order factor analysis. Multivariate Behavioral Research 23:51-67.
42. Sengupta, S., R.E. Krapfel, and M.A. Pusateri. 1997. Switching costs in key account relationships. Journal of Personal Selling and Sales Management 17 (4): 9-16.
43. Sharma, N., and P.G. Patterson. 2000. Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services. International Journal of Service Industry Management 11 (5): 470-90.
44. Tsai, H., H. Huang, Y. Jaw, and W. Chen. 2006. Why on-line customers remain with a particular e-retailer: an integrative model and empirical evidence. Psychology and Marketing 23 (5): 447-64.
45. Vasudevan, H., S.S. Gaur, and R.K. Shinde. 2006. Relational switching costs, satisfaction and commitment: A study in the Indian manufacturing context. Asian Pacific Journal of Marketing and Logistics 18 (4): 342-53.
46. Vazquez-Carrasco, R., and G.R. Foxall. 2006. Positive vs. negative switching barriers: The influence of service consumers' need for variety. Journal of Consumer Behavior 5 (4): 367-79.
47. Wherry, R.J. 1984. Contributions to correlational analysis. New York, NY: Academic Press.
48. Yanamandram, V., and L. White. 2006. Switching barriers in business-to-business services: A qualitative study. International Journal of Service Industry Management 17 (2): 158-92.