Consumers' captive service experiences: it's YOU and ME

References

• Alwitt, L. A., & Donley, T. D. (1997). Retail stores in poor urban neighborhoods. The Journal of Consumer Affairs, 31, 139–164. doi: 10.1111/j.1745-6606.1997.tb00830.x
   Web of Science ®Google Scholar
• Anderson, K., & Jack, D. C. (1991). Learning to listen interview techniques and analyses. In S. B. Gluck & D. Patai (Eds.), Women's word: The feminist practice of oral history (pp. 11–26). New York, NY: Routledge.
   Google Scholar
• Anderson, L., Ostrom, A. L., Corus, C., Fisk, R. P., Gallan, A. S., Giraldo, M., … Williams, J. D. (2013). Transformative service research; An agenda for the future. Journal of Business Research, 66, 1203–1210. doi: 10.1016/j.jbusres.2012.08.013
   Web of Science ®Google Scholar
• Baker, S. M., & Mason, M. J. (2012). Toward a process theory of consumer vulnerability and resilience: Illuminating its transformative potential. In D. G. Mick, S. Pettigrew, C. C. Pechman, & J. L. Ozanne (Eds.), Transformative consumer research for personal and collective well-being (pp. 543–563). New York, NY: Routledge.
   Google Scholar
• Barnard, H. (1990). Bourdiex and ethnography: Reflexivity, politics, and Praxis. In R. Harker, C. Mahar, & C. Wilkes (Eds.), An introduction to the work of Pierre Bourdieu: The practice of theory (pp. 58–85). London: Macmillan.
   Google Scholar
• Belk, R. W., Wallendorf, M., & Sherry, J. (1988). A naturalistic inquiry in buyer and seller behavior at a Swap meet. Journal of Consumer Research, 14, 449–470. doi: 10.1086/209128
   Web of Science ®Google Scholar
• Beresford, P., & Croft, S. (2004). Service users and practitioners reunited: The key component for social work reform. British Journal of Social Work, 34, 53–68. doi: 10.1093/bjsw/bch005
   Web of Science ®Google Scholar
• Berry, L. L. (1995). On great service: A framework for action. New York, NY: The Free Press.
   Google Scholar
• Biernacki, P., & Waldorf, D. (1981). Snowball sampling. Sociological Methods and Research, 10, 141–163.
   Web of Science ®Google Scholar
• Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58, 95–106. doi: 10.2307/1251919
   Web of Science ®Google Scholar
• Blocker, C. P., Ruth, J. A., Sridharan, S., Beckwith, C., Ekici, A., Goudie-Hutton, M., … Varman, R. (2013). Understanding poverty and poverty alleviation through transformative consumer research. Journal of Business Research, 66, 1195–1202. doi: 10.1016/j.jbusres.2012.08.012
   Web of Science ®Google Scholar
• Botti, S., Broniarczyck, S., Haubl, G., Hill, R. P., Huang, Y., Kahn, B., … Wansink, B. (2008). Choice under restrictions. Marketing Letters, 19, 183–199. doi: 10.1007/s11002-008-9035-4
   Web of Science ®Google Scholar
• Bourdieu, P. (1985). The social space and the genesis of groups. Theory and Society, 14, 724–744. doi: 10.1007/BF00174048
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34–49. doi: 10.1509/jmkg.65.3.34.18334
   Web of Science ®Google Scholar
• Caplow, T. (1994). Perverse incentives: The neglect of social technology in the public sector. Westport, CT: Praeger.
   Google Scholar
• Charmaz, K. (2000). Grounded theory: Objectivist and constructivist methods. In N. K. Denzin & Y. S. Lincoln (Eds.), Handbook of qualitative research (pp. 509–535). Thousand Oaks, CA: Sage.
   Google Scholar
• Conlon, D. E., Van Dyne, L., Milner, M., & Ng, K. Y. (2004). The effects of physical and social context on evaluation of captive intensive service relationships. Academy of Management Journal, 47, 433–445. doi: 10.2307/20159592
   Web of Science ®Google Scholar
• Creswell, J. W. (2007). Qualitative inquiry and research design: Choosing among five approaches. Thousand Oaks, CA: Sage.
   Google Scholar
• Emerson, R. M. (1962). Power-dependence relations. American Sociological Review, 27, 31–41. doi: 10.2307/2089716
   Web of Science ®Google Scholar
• Emerson, R. M. (1972a). 'Exchange theory: Part 1. In M. Zelditch, J. Berger, & B. Abnderson (Eds.), Sociological theories in progress (pp. 38–57). Boston, MA: Houghton Mifflin.
   Google Scholar
• Emerson, R. M. (1972b). Exchange theory: Part 2. In M. Zelditch, J. Berger, & B. Abnderson (Eds.), Sociological theories in progress (pp. 58–87). Boston, MA: Houghton Mifflin.
   Google Scholar
• Epp, A. M., & Price, L. L. (2010). The storied life of singularized objects: Forces of agency and network transformation. Journal of Consumer Research, 36, 820–837. doi: 10.1086/603547
   Web of Science ®Google Scholar
• Fisk, R. (2009). A customer liberation Manifesto. Service Science, 1, 135–141. doi: 10.1287/serv.1.3.135
   Google Scholar
• Fisk, R. (2011). Liberating services customers: The 21st century challenge. Innovar, 21, 17–24.
   Google Scholar
• Foucault, M. (1980). Power/knowledge: Selected interviews and other writings. New York, NY: Pantheon Books.
   Google Scholar
• Frazier, G. L. (1983). On the measurement of interfirm power in channels of distribution. Journal of Marketing Research, 20, 158–166. doi: 10.2307/3151682
   Web of Science ®Google Scholar
• Gremler, D. D. (2004). The critical incident technique in service research. Journal of Service Research, 7, 65–89. doi: 10.1177/1094670504266138
   Web of Science ®Google Scholar
• Hill, R. P. (1995). Researching sensitive topics in marketing: The special case of vulnerable populations. Journal of Public Policy & Marketing, 14, 143–148.
   Web of Science ®Google Scholar
• Hill, R. P., & Macan, S. (1996). Consumer survival on welfare with an emphasis on Medicaid and the Food Stamp Program. Journal of Public Policy & Marketing, 15, 118–127.
   Web of Science ®Google Scholar
• Hirschman, A. O. (1970). Exit, voice, and loyalty responses to decline in firms, organizations, and states. London: Oxford University Press.
   Google Scholar
• Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73, 88–99.
   Web of Science ®Google Scholar
• LeVasseur, J. J. (2003). The problem of bracketing in phenomenology. Qualitative Health Research, 13, 408–420. doi: 10.1177/1049732302250337
   PubMed Web of Science ®Google Scholar
• Mittelstaedt, J. D., Duke, C. R., & Mittelstaedt, R. A. (2009). Health care choices in the United States and the constrained consumer. Journal of Public Policy and Marketing, 28, 95–101. doi: 10.1509/jppm.28.1.95
   Web of Science ®Google Scholar
• Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V., … Rabinovich, E. (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13, 4–36. doi: 10.1177/1094670509357611
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50. doi: 10.2307/1251430
   Web of Science ®Google Scholar
• Rienzner, R., & Testa, F. (2003). The captive consumer no longer exists: Creating customer loyalty to compete on the new deregulated markets of public utilities. Total Quality Management, 14, 171–187. doi: 10.1080/1478336032000051368
   Google Scholar
• Roos, I. (2002). Methods of investigating critical incidents: A comparative review. Journal of Service Research, 4(3), 193–204. doi: 10.1177/1094670502004003003
   Google Scholar
• Rosenbaum, M. S., Corus, C., Ostrom, A. L., Anderson, L., Fisk, R. P., Gallan, A. S., … Williams, J. D. (2011). Conceptualization and aspirations of transformative service research. Journal of Research for Consumers, 19, 1–6.
   Google Scholar
• Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–19). Thousand Oaks, CA: Sage.
   Google Scholar
• Scheer, L. K., Miao, C. F., & Garrett, J. (2010). The effects of supplier capabilities on industrial customers’ loyalty: The role of dependence. Journal of the Academy of Marketing Science, 38, 90–104. doi: 10.1007/s11747-008-0129-6
   Web of Science ®Google Scholar
• Shipler, D. K. (2005). The working poor. New York, NY: Random House.
   Google Scholar
• Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41, 73–80. doi: 10.2307/1250637
   Web of Science ®Google Scholar
• Straus, A., & Corbin, J. (1990). Basics of qualitative research: Grounded theory procedures and techniques. Newbury Park, CA: Sage.
   Google Scholar
• Van Vliet, B., & Stein, N. (2004). New consumer roles in waste water management. Local Environment, 9, 353–366. doi: 10.1080/1354983042000246270
   Google Scholar
• Viswanathan, M., Rose, J. A., & Ruth, J. A. (2010). Exchanges in marketing systems: The case of subsistence consumer-merchants in Chennai, India. Journal of Marketing, 74, 1–17. doi: 10.1509/jmkg.74.3.1
   Web of Science ®Google Scholar
• Ylvisaker, S. (2013). Tales from the sequestered room: Client experiences of social work in Norway and Sweden. Journal of Social Work, 13, 203–220. doi: 10.1177/1468017311412035
   Web of Science ®Google Scholar