메뉴 건너뛰기




Volumn 47, Issue 7, 2013, Pages 1052-1066

Impact of service pricing on referral behaviour

Author keywords

Consumer behaviour; Germany; Marketing strategy; Network effects; Pricing policy; Pricing strategies; Referrals; Services; Tariff models; Word of mouth

Indexed keywords


EID: 84880180269     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090561311324200     Document Type: Article
Times cited : (12)

References (45)
  • 1
    • 33947578062 scopus 로고    scopus 로고
    • Customer satisfaction and word of mouth
    • Anderson, E.W. (1998), "Customer satisfaction and word of mouth" in Journal of Service Research, Vol. 1, No. 1, pp. 5-17.
    • (1998) Journal of Service Research , vol.1 , Issue.1 , pp. 5-17
    • Anderson, E.W.1
  • 2
    • 32544439498 scopus 로고    scopus 로고
    • Network effects and the choice of mobile phone operator
    • Birke, D., Swann, G.M.P. (2006), "Network effects and the choice of mobile phone operator" in Journal of Evolutionary Economics, Vol. 16, Nos 1-2, pp. 65-84.
    • (2006) Journal of Evolutionary Economics , vol.16 , Issue.1-2 , pp. 65-84
    • Birke, D.1    Swann, G.M.P.2
  • 3
    • 0035531130 scopus 로고    scopus 로고
    • Customer referral management: Optimal reward programs
    • Biyalogorsky, E., Gerstner, E., Libai, B. (2001), "Customer referral management: optimal reward programs" in Marketing Science, Vol. 20, No. 1, pp. 82-95.
    • (2001) Marketing Science , vol.20 , Issue.1 , pp. 82-95
    • Biyalogorsky, E.1    Gerstner, E.2    Libai, B.3
  • 4
    • 0012744422 scopus 로고
    • Word-of-mouth effects on short-term and long-term product judgments
    • Bone, P.F. (1995), "Word-of-mouth effects on short-term and long-term product judgments" in Journal of Business Research, Vol. 32, No. 3, pp. 213-223.
    • (1995) Journal of Business Research , vol.32 , Issue.3 , pp. 213-223
    • Bone, P.F.1
  • 5
    • 0037294911 scopus 로고    scopus 로고
    • Inducing word-of-mouth by eliciting surprise - a pilot investigation
    • Derbaix, C., Vanhamme, J. (2003), "Inducing word-of-mouth by eliciting surprise - a pilot investigation" in Journal of Economic Psychology, Vol. 24, No. 1, pp. 99-116.
    • (2003) Journal of Economic Psychology , vol.24 , Issue.1 , pp. 99-116
    • Derbaix, C.1    Vanhamme, J.2
  • 6
    • 0039013204 scopus 로고
    • How word-of-mouth advertising works
    • Dichter, E. (1966), "How word-of-mouth advertising works" in Harvard Business Review, Vol. 44, No. 6, pp. 147-166.
    • (1966) Harvard Business Review , vol.44 , Issue.6 , pp. 147-166
    • Dichter, E.1
  • 7
    • 49749143338 scopus 로고    scopus 로고
    • Measuring the impact of positive and negative word of mouth on brand purchase probability
    • East, R., Hammond, K., Lomax, W. (2008), "Measuring the impact of positive and negative word of mouth on brand purchase probability" in International Journal of Research in Marketing, Vol. 25, No. 3, pp. 215-224.
    • (2008) International Journal of Research in Marketing , vol.25 , Issue.3 , pp. 215-224
    • East, R.1    Hammond, K.2    Lomax, W.3
  • 9
    • 19644395324 scopus 로고
    • An Exchange Theory model of interpersonal communication
    • Gatignon, H., Robertson, T.S. (1986), "An Exchange Theory model of interpersonal communication" in Advances in Consumer Research, Vol. 13, No. 1, pp. 534-538.
    • (1986) Advances in Consumer Research , vol.13 , Issue.1 , pp. 534-538
    • Gatignon, H.1    Robertson, T.S.2
  • 11
    • 68549115211 scopus 로고    scopus 로고
    • Firm-created word-of-mouth communication: Evidence from a field test
    • Godes, D., Mayzlin, D. (2009), "Firm-created word-of-mouth communication: evidence from a field test" in Marketing Science, Vol. 28, No. 4, pp. 721-739.
    • (2009) Marketing Science , vol.28 , Issue.4 , pp. 721-739
    • Godes, D.1    Mayzlin, D.2
  • 13
    • 0010087219 scopus 로고    scopus 로고
    • Talk of the network: A complex systems look at the underlying process of word-of-mouth
    • Goldenberg, J., Libai, B., Muller, E. (2001), "Talk of the network: a complex systems look at the underlying process of word-of-mouth" in Marketing Letters, Vol. 12, No. 3, pp. 211-223.
    • (2001) Marketing Letters , vol.12 , Issue.3 , pp. 211-223
    • Goldenberg, J.1    Libai, B.2    Muller, E.3
  • 14
    • 34247960076 scopus 로고
    • The strength of weak ties
    • Granovetter, M.S. (1973), "The strength of weak ties" in American Journal of Sociology, Vol. 78, No. 6, pp. 1360-1380.
    • (1973) American Journal of Sociology , vol.78 , Issue.6 , pp. 1360-1380
    • Granovetter, M.S.1
  • 16
    • 81855165941 scopus 로고    scopus 로고
    • Seeding strategies for viral marketing: An empirical comparison
    • Hinz, O., Skiera, B., Barrot, C., Becker, J.U. (2011), "Seeding strategies for viral marketing: an empirical comparison" in Journal of Marketing, Vol. 75, No. 6, pp. 55-71.
    • (2011) Journal of Marketing , vol.75 , Issue.6 , pp. 55-71
    • Hinz, O.1    Skiera, B.2    Barrot, C.3    Becker, J.U.4
  • 17
    • 79952349303 scopus 로고    scopus 로고
    • Opinion leadership and social contagion in new product diffusion
    • Iyengar, R., Van Den Bulte, C., Valente, T.W. (2011), "Opinion leadership and social contagion in new product diffusion" in Marketing Science, Vol. 30, No. 2, pp. 195-212.
    • (2011) Marketing Science , vol.30 , Issue.2 , pp. 195-212
    • Iyengar, R.1    van den Bulte, C.2    Valente, T.W.3
  • 18
    • 85020616309 scopus 로고
    • Network externalities, competition, and compatibility
    • Katz, M.L., Shapiro, C. (1985), "Network externalities, competition, and compatibility" in American Economic Review, Vol. 75, No. 3, pp. 424-440.
    • (1985) American Economic Review , vol.75 , Issue.3 , pp. 424-440
    • Katz, M.L.1    Shapiro, C.2
  • 19
    • 76049089464 scopus 로고    scopus 로고
    • Optimal referral bonuses with asymmetric information: Firm-offered and interpersonal incentives
    • Kornish, L.J., Li, Q. (2010), "Optimal referral bonuses with asymmetric information: firm-offered and interpersonal incentives" in Marketing Science, Vol. 29, No. 1, pp. 108-121.
    • (2010) Marketing Science , vol.29 , Issue.1 , pp. 108-121
    • Kornish, L.J.1    Li, Q.2
  • 21
    • 77955633419 scopus 로고    scopus 로고
    • Driving profitability by encouraging customer referrals: Who, when, and how
    • Kumar, V., Petersen, J.A., Leone, R.P. (2010), "Driving profitability by encouraging customer referrals: who, when, and how" in Journal of Marketing, Vol. 74, No. 5, pp. 1-17.
    • (2010) Journal of Marketing , vol.74 , Issue.5 , pp. 1-17
    • Kumar, V.1    Petersen, J.A.2    Leone, R.P.3
  • 22
    • 0032379990 scopus 로고    scopus 로고
    • Network competition: Price discrimination
    • Laffont, J.-J., Rey, P., Tirole, J. (1998), "Network competition: price discrimination" in RAND Journal of Economics, Vol. 29, No. 1, pp. 38-56.
    • (1998) RAND Journal of Economics , vol.29 , Issue.1 , pp. 38-56
    • Laffont, J.-J.1    Rey, P.2    Tirole, J.3
  • 23
    • 84981320131 scopus 로고    scopus 로고
    • Word-of-mouth communication in the service marketplace
    • Mangold, W.G., Miller, F. (1999), "Word-of-mouth communication in the service marketplace" in Journal of Services Marketing, Vol. 13, No. 1, pp. 73-89.
    • (1999) Journal of Services Marketing , vol.13 , Issue.1 , pp. 73-89
    • Mangold, W.G.1    Miller, F.2
  • 25
    • 0002441636 scopus 로고
    • A test of services marketing theory: Consumer information acquisition activities
    • January
    • Murray, K.B. (1991), "A test of services marketing theory: consumer information acquisition activities" in Journal of Marketing, Vol. 55, January, pp. 10-25.
    • (1991) Journal of Marketing , vol.55 , pp. 10-25
    • Murray, K.B.1
  • 26
    • 50149100136 scopus 로고    scopus 로고
    • From subservient chickens to brawney men: A comparison of viral advertising to television advertising
    • Porter, L., Golan, G.J. (2006), "From subservient chickens to brawney men: a comparison of viral advertising to television advertising" in Journal of Interactive Advertising, Vol. 6, No. 2, pp. 26-33.
    • (2006) Journal of Interactive Advertising , vol.6 , Issue.2 , pp. 26-33
    • Porter, L.1    Golan, G.J.2
  • 27
    • 0009103751 scopus 로고
    • Brand congruence in interpersonal relations: A social network analysis
    • Reingen, P.H., Foster, B.L., Brown, J.J., Seidman, S.B. (1984), "Brand congruence in interpersonal relations: a social network analysis" in Journal of Consumer Research, Vol. 11, No. 3, pp. 771-783.
    • (1984) Journal of Consumer Research , vol.11 , Issue.3 , pp. 771-783
    • Reingen, P.H.1    Foster, B.L.2    Brown, J.J.3    Seidman, S.B.4
  • 28
    • 0012703766 scopus 로고
    • The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit
    • Richins, M.L., Root-Shaffer, T. (1988), "The role of involvement and opinion leadership in consumer word-of-mouth: an implicit model made explicit" in Advances in Consumer Research, Vol. 15, No. 1, pp. 32-36.
    • (1988) Advances in Consumer Research , vol.15 , Issue.1 , pp. 32-36
    • Richins, M.L.1    Root-Shaffer, T.2
  • 30
    • 34247177413 scopus 로고    scopus 로고
    • A penny for your thoughts: Referral reward programs and referral likelihood
    • Ryu, G., Feick, L. (2007), "A penny for your thoughts: referral reward programs and referral likelihood" in Journal of Marketing, Vol. 71, No. 1, pp. 84-94.
    • (2007) Journal of Marketing , vol.71 , Issue.1 , pp. 84-94
    • Ryu, G.1    Feick, L.2
  • 34
    • 56149095900 scopus 로고    scopus 로고
    • Reconsidering models of influence: The relationship between consumer social networks and word-of-mouth effectiveness
    • Smith, T., Coyle, J.R., Lightfoot, E., Scott, A. (2007), "Reconsidering models of influence: the relationship between consumer social networks and word-of-mouth effectiveness" in Journal of Advertising Research, Vol. 47, No. 4, pp. 387-397.
    • (2007) Journal of Advertising Research , vol.47 , Issue.4 , pp. 387-397
    • Smith, T.1    Coyle, J.R.2    Lightfoot, E.3    Scott, A.4
  • 35
    • 0010335445 scopus 로고    scopus 로고
    • Word-of-mouth communications: A motivational analysis
    • Sundaram, D.S., Mitra, K., Webster, C. (1998), "Word-of-mouth communications: a motivational analysis" in Advances in Consumer Research, Vol. 25, No. 1, pp. 527-531.
    • (1998) Advances in Consumer Research , vol.25 , Issue.1 , pp. 527-531
    • Sundaram, D.S.1    Mitra, K.2    Webster, C.3
  • 36
    • 41649110633 scopus 로고    scopus 로고
    • Factors influencing word of mouth effectiveness: Receiver perspectives
    • Sweeney, J.C., Soutar, G.N., Mazzarol, T. (2008), "Factors influencing word of mouth effectiveness: receiver perspectives" in European Journal of Marketing, Vol. 42, Nos 3/4, pp. 344-364.
    • (2008) European Journal of Marketing , vol.42 , Issue.3-4 , pp. 344-364
    • Sweeney, J.C.1    Soutar, G.N.2    Mazzarol, T.3
  • 37
    • 20344370044 scopus 로고    scopus 로고
    • Customer confusion: The mobile phone market
    • Turnbull, P.W., Leek, S., Ying, G. (2000), "Customer confusion: the mobile phone market" in Journal of Marketing Management, Vol. 16, Nos 1-3, pp. 143-163.
    • (2000) Journal of Marketing Management , vol.16 , Issue.1-3 , pp. 143-163
    • Turnbull, P.W.1    Leek, S.2    Ying, G.3
  • 38
    • 0035285921 scopus 로고    scopus 로고
    • Medical innovation revisited: Social contagion versus marketing effort
    • Van Den Bulte, C., Lilien, G.L. (2001), "Medical innovation revisited: social contagion versus marketing effort" in American Journal of Sociology, Vol. 106, No. 5, pp. 1409-1435.
    • (2001) American Journal of Sociology , vol.106 , Issue.5 , pp. 1409-1435
    • van den Bulte, C.1    Lilien, G.L.2
  • 39
    • 32044441307 scopus 로고    scopus 로고
    • Turning shoppers into sellers: Two experiments on member-get-member campaigns
    • Verlegh, P.W.J., Pruyn, A.T.H., Peters, K.A. (2003), "Turning shoppers into sellers: two experiments on member-get-member campaigns" in Advances in Consumer Research, Vol. 30, No. 1, pp. 364-365.
    • (2003) Advances in Consumer Research , vol.30 , Issue.1 , pp. 364-365
    • Verlegh, P.W.J.1    Pruyn, A.T.H.2    Peters, K.A.3
  • 40
    • 77952694524 scopus 로고    scopus 로고
    • The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction
    • Walsh, G., Mitchell, V.-W. (2010), "The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction" in European Journal of Marketing, Vol. 44, No. 6, pp. 838-859.
    • (2010) European Journal of Marketing , vol.44 , Issue.6 , pp. 838-859
    • Walsh, G.1    Mitchell, V.-W.2
  • 41
    • 79955662265 scopus 로고    scopus 로고
    • The eight pillars of WOM management: Lessons from a multiple case study
    • Williams, M., Buttle, F. (2011), "The eight pillars of WOM management: lessons from a multiple case study" in Australasian Marketing Journal (AMJ), Vol. 19, No. 2, pp. 85-92.
    • (2011) Australasian Marketing Journal (AMJ) , vol.19 , Issue.2 , pp. 85-92
    • Williams, M.1    Buttle, F.2
  • 42
    • 0035998689 scopus 로고    scopus 로고
    • The effects of incentives, deal proneness, satisfaction and tie strength on word-of-mouth behaviour
    • Wirtz, J., Chew, P. (2002), "The effects of incentives, deal proneness, satisfaction and tie strength on word-of-mouth behaviour" in International Journal of Service Industry Management, Vol. 13, No. 2, pp. 141-163.
    • (2002) International Journal of Service Industry Management , vol.13 , Issue.2 , pp. 141-163
    • Wirtz, J.1    Chew, P.2
  • 43
    • 80052261744 scopus 로고    scopus 로고
    • Optimizing referral reward programs under impression management considerations
    • Xiao, P., Tang, C.S., Wirtz, J. (2011), "Optimizing referral reward programs under impression management considerations" in European Journal of Operational Research, Vol. 215, No. 3, pp. 730-739.
    • (2011) European Journal of Operational Research , vol.215 , Issue.3 , pp. 730-739
    • Xiao, P.1    Tang, C.S.2    Wirtz, J.3
  • 44
    • 23944491071 scopus 로고    scopus 로고
    • Satisfaction, loyalty and word of mouth within the customer base of a utility provider: Differences between stayers, switchers and referral switchers
    • von Wangenheim, F., Bayón, T. (2004), "Satisfaction, loyalty and word of mouth within the customer base of a utility provider: differences between stayers, switchers and referral switchers" in Journal of Consumer Behaviour, Vol. 3, No. 3, pp. 211-220.
    • (2004) Journal of Consumer Behaviour , vol.3 , Issue.3 , pp. 211-220
    • von Wangenheim, F.1    Bayón, T.2
  • 45
    • 63749127149 scopus 로고    scopus 로고
    • The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition
    • von Wangenheim, F., Bayón, T. (2007), "The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition" in Journal of the Academy of Marketing Science, Vol. 35, No. 2, pp. 233-249.
    • (2007) Journal of the Academy of Marketing Science , vol.35 , Issue.2 , pp. 233-249
    • von Wangenheim, F.1    Bayón, T.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.