708
Views
14
CrossRef citations to date
0
Altmetric
Articles

The Effect of Perceived Value and Switching Barriers on Customer Price Tolerance in Industrial Energy Markets

, &
Pages 317-335 | Published online: 25 Nov 2010

REFERENCES

  • Anderson , E. W. 1996 . Customer satisfaction and price tolerance . Marketing Letters , 7 ( 3 ) : 265 – 274 .
  • Anderson , E. W. , Fornell , C. and Rust , R. T. 1997 . Customer satisfaction, productivity, and profitability: Differences between goods and services . Marketing Science , 16 ( 2 ) : 129 – 145 .
  • Armstrong , J. S. and Overton , T. S. 1977 . Estimating non-response bias in mail surveys . Journal of Marketing Research , 14 ( 3 ) : 396 – 402 .
  • Bertrand , K. 1989 . Putting customers first . Business Marketing , December : 30 – 34 .
  • Brown, K. Consumer research for the electric and natural gas utility industry.April 2001 http://www.retailenergy.com/articles/gas.htm (http://www.retailenergy.com/articles/gas.htm)
  • Burnham , T. A. , Frels , J. K. and Mahajan , V. 2003 . Consumer switching costs: A typology, antecedents, and consequences . Journal of the Academy of Marketing Science , 31 ( 2 ) : 109 – 126 .
  • Chen , M. F. and Wang , L. H. 2009 . The moderating role of switching barriers on customer loyalty in the life insurance industry . The Service Industries Journal , 29 ( 8 ) : 1105 – 1123 .
  • Colgate , M. and Danaher , P. 2000 . Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution . Journal of the Academy of Marketing Science , 28 ( 3 ) : 375 – 387 .
  • Colgate , M. and Lang , B. 2001 . Switching barriers in consumer markets: An investigation of the financial service industry . Journal of Consumer Marketing , 18 ( 4/5 ) : 332 – 347 .
  • Coyles, S. and T. C. Gokey (2002). Customer retention in not enough. The Mckinsey Quarterly 2, April 2002 http://www.mckinseyquarterly.com (http://www.mckinseyquarterly.com)
  • Diamantopoulus , A. and Winklhofer , H. M. 2001 . Index construction with formative indicators: An alternative to scale development . Journal of Marketing Research , 38 : 269 – 277 .
  • Dick , A. and Basu , K. 1994 . Customer loyalty: Toward an integrated conceptual framework . Journal of the Academy of Marketing Science , 22 ( 2 ) : 99 – 113 .
  • Dodds , W. , Monroe , K. and Grewal , D. 1991 . The effects on price, brand, and store information on buyer's product evaluations . Journal of Marketing Research , 28 : 307 – 319 .
  • Eggert , A. and Ulaga , W. 2002 . Customer perceived value: A substitute for satisfaction in business markets? . Journal of Business Research and Industrial Marketing , 17 ( 2 ) : 107 – 118 .
  • Erdogan , B. Z. and Baker , M. J. 2000 . Increasing mail survey response rates from an industrial population: A cost effectiveness analysis of four follow-up techniques . Industrial Marketing Management , 31 ( 1 ) : 65 – 73 .
  • García-Acebrón , C. , Vázquez-Casielles , R. and Iglesias-Argüelles , V. 2009 . Relational benefits in a B2B context. An empirical application of industrial customers of electricity and natural gas . Dyna , 84 ( 5 ) : 403 – 414 .
  • Giannakis , D. , Jamasb , T. and Pollitt , M. 2005 . Benchmarking and incentive regulation of quality of service: An application to the UK electricity distributions networks . Energy Policy , 33 ( 17 ) : 2256 – 2271 .
  • Hair , J. F. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 1998 . Multivariate data analysis , Englewood Cliffs, NJ : Prentice Hall .
  • Hartmann , P. and Apaolaza , V. 2007 . Managing customer loyalty in liberalized residential energy markets: The impact of energy brand . Energy Policy , 35 : 2661 – 2673 .
  • Heskett , J. , Jones , T. , Loveman , G. , Sasser , E. and Schlessinger , L. 1997 . The service profit chain , New York : Free Press .
  • Homburg , C. , Koschate , N. and Hoyer , W. D. 2005 . Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay . Journal of Marketing , 69 : 84 – 97 .
  • Ittner , C. D. and Larcker , D. F. 1998 . Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction . Journal of Accounting Research , 36 ( 3, Suppl. ) : 1 – 35 .
  • Jackson , B. B. 1985 . Winning and keeping industrial customers: The dynamics of customer relationship , Lexington, MA : Lexington Books .
  • Jarvis , C. B. , MacKenzie , S. B. and Podsakoff , P. M. 2003 . A critical review of construct indicators and measurement model misspecification in marketing and consumer research . Journal of Consumer Research , 30 : 199 – 218 .
  • Jones , M. , Mothersbaugh , D. and Beatty , S. 2000 . Switching barriers and repurchase intentions in services . Journal of Retailing , 76 ( 2 ) : 259 – 274 .
  • Jones , M. , Mothersbaugh , D. and Beatty , S. 2002 . Why customers stay: Measuring the underlying dimensions of service switching costs and managing their differential strategic outcomes . Journal of Business Research , 55 : 441 – 450 .
  • Jones , M. A. , Reynolds , K. E. , Mothersbaugh , D. L. and Beatty , S. E. 2007 . The positive and negative effects of switching costs on relational outcomes . Journal of Service Research , 9 ( 4 ) : 335 – 355 .
  • Kambhampati , U. S. and Kattuman , P. A. 2009 . Growth responses to competitive shocks: Market structure dynamics under liberalization . Structural Change and Economics Dynamics , 20 : 114 – 125 .
  • Lach , J. 1998 . Focusing the lens on energy users . American Demographics , 20 ( 12 ) : 42 – 45 .
  • Lam , S. Y. , Shankar , V. , Erramilli , K. and Murthy , B. 2004 . Customer value, satisfaction, loyalty, and switching costs: An illustration from business-to-business service context . Journal of the Academy of Marketing Science , 32 ( 3 ) : 293 – 311 .
  • LaPierre , J. 2000 . Customer-perceived value in industrial contexts . Journal of Business & Industrial Marketing , 15 ( 2/3 ) : 122 – 145 .
  • Lewis , P. The psychology affecting loyalty of electricity and gas customers . Paper presented at the Global Energy Marketing Conference in University of Vaasa . Finland. February .
  • Narayandas , D. 1998 . Measuring and managing the benefits of customer retention: An empirical investigation . Journal of Service Research , 1 ( 2 ) : 1 – 10 .
  • National Energy Commission (2009a). “Informe sobre la evolución de la competencia en los mercados de gas y electricidad,” http://www.cne.es (http://www.cne.es) (Accessed: 15 January 2009 ).
  • National Energy Commission (2009b). “Informe de supervisión del mercado minorista de electricidad en periodo enero 2006–2008,” http://www.cne.es (http://www.cne.es) (Accessed: 19 February 2009 ).
  • National Energy Comisión (2009c). “Informe trimestral de supervisión del mercado minorista de gas natural en España,” 1st Quarter 2009 http://www.cne.es (http://www.cne.es)
  • Oliver , R. 1997 . Satisfaction: A behavioral perspective on the consumer , New York : McGraw-Hill .
  • Patterson , P. and Spreng , R. 1997 . Modeling the relationship between perceived value, satisfaction, and repurchase intentions in business-to-business, service context: An empirical examination . International Journal of Service Industry Management , 8 ( 5 ) : 414 – 434 .
  • Patterson , P. and Smith , T. 2003 . A cross-cultural study of switching barriers and propensity to stay with service providers . Journal of Retailing , 79 : 107 – 120 .
  • Ping , R. 1995 . A parsimonius estimating technique for interaction and quadratic latent variables . Journal of Marketing Research , 32 August : 336 – 347 .
  • Rao , A. and Monroe , K. 1996 . Causes and consequences of price premiums . Journal of Business , 69 ( 4 ) : 511 – 535 .
  • Simmonds, J. “Affinity relationships to boost brand recognition and customer loyalty for European utilities,”April 2002 http://www.energyforum.net/feature/feat193.shtml (http://www.energyforum.net/feature/feat193.shtml)
  • Singh , S. 2002 . Factfile: Softly, softly, catch the rich . Marketing Week , July 4 : 28 – 29 .
  • Sirdeshmukh , D. , Singh , J. and Sabol , B. 2002 . Consumer trust, value, and loyalty in relational exchanges . Journal of Marketing , 66 ( 1 ) : 15 – 37 .
  • Schlossberg , H. 1993 . Competition sparks gas company to become customer friendly . Marketing News , April 8
  • Srivastava , V. 1996 . Liberalization, Productivity, and Competition , Delhi, , India : Oxford University Press .
  • Thomas , S. 2006 . The British model in Britain: Failing slowly . Energy Policy , 34 ( 5 ) : 583 – 600 .
  • Winward , J. 1989 . The privatization programme and the consumer interest . Energy Policy , 17 ( 5 ) : 511 – 517 .
  • Woodruff , R. 1997 . Customer value: The next source for competitive advantage . Journal of the Academy of Marketing Science , 25 ( 2 ) : 139 – 153 .
  • Yang , Z. and Peterson , R. T. 2004 . Customer perceived value, satisfaction, and loyalty: The role of switching costs . Psychology and Marketing , 21 ( 10 ) : 799 – 822 .
  • Yanqun , H. , Chan , L. K. and Tse , S. K. 2008 . From consumer satisfaction to repurchase intention: the role of price tolerance in a competitive service market . Total Quality Management and Business Excellence , 19 ( 9 ) : 949 – 961 .
  • Zeithaml , V. 1988 . Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence . Journal of Marketing , 52 : 2 – 22 .
  • Zeithaml , V. , Berry , L. and Parasuraman , A. 1996 . The behavioral consequences of service quality . Journal of Marketing , 60 ( 2 ) : 31 – 46 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.