94
Views
1
CrossRef citations to date
0
Altmetric
Original Articles

Switching Service Providers

Who Will the Consumer Switch To?

&
Pages 73-91 | Published online: 09 Oct 2008

References

  • Bansal , Harvir S. and Taylor , Shirley F. 1999 . The Service Provider Switching Model (SPSM): A Model of Consumer Switching Behavior in the Service Industry . Journal of Service Research , Vol. 2 ( 2 ) : 200 – 218 .
  • Bansal , Harvir S. and Taylor , Shirley F. 2002 . Investigating Interactive Effects in the Theory of Planned Behavior in a Service-Provider Switching Context . Psychology & Marketing , Vol. 19 ( 5 ) : 407 – 425 .
  • Bitner , Mary Jo . 1990 . Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses . Journal of Marketing , Vol. 54 April : 69 – 82 .
  • Bitner , Mary Jo and Hubbert , Amy R. 1994 . “ Encounter Satisfaction versus Overall Satisfaction versus Quality, ” . In Service Quality: New Directions in Theory and Practice , Edited by: Rust , Ronald T. and Oliver , Richard L. 72 – 94 . London : Sage .
  • Bolton , Ruth N. 1998 . A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider . Marketing Science , Vol. 17 ( 1 ) : 45 – 66 .
  • Bolton , Ruth N. and Drew , James H. 1991a . A Longitudinal Analysis of the Impact of Services Changes on Service Quality . Journal of Marketing , Vol. 55 January : 1 – 9 .
  • Bolton , Ruth N. and Drew , James H. 1991b . A Multistage Model of Customers' Assessments of Service Quality and Value . Journal of Consumer Research , Vol. 17 March : 375 – 84 .
  • Boulding , William and Kalra , Ajay . 1993 . A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions . Journal of Marketing Research , Vol. 30 February : 7 – 28 .
  • Brady , Michael K. and Joseph , J. Cronin Jr. 2001 . Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach . Journal of Marketing , Vol. 65 July : 34 – 49 .
  • Brown , Stephen W. and Swartz , Teresa A. 1989 . A Gap Analysis of Professional Service Quality . Journal of Marketing , Vol. 53 April : 92 – 8 .
  • Brown , Tom J. , Churchill , Gilbert A. Jr. and Paul , J. Peter . 1993 . Improving the Measurement of Service Quality . Journal of Retailing , Vol. 69 Spring : 127 – 39 .
  • Carman , James M. 1990 . Consumer Perceptions of Service Quality; An Assessment of the SERVQUAL Dimensions . Journal of Retailing , Vol. 66 ( 1 ) : 33 – 55 .
  • Cronin , Joseph J. and Taylor , Steven A. 1992 . Measuring Service Quality: A Reexamination and Extension . Journal of Marketing , Vol. 56 July : 55 – 68 .
  • Cronin , Joseph J. and Taylor , Steven A. 1994 . SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality . Journal of Marketing , Vol. 58 January : 125 – 131 .
  • Dick , Alan S. and Basu , Kunal . 1994 . Customer Loyalty: Toward an Integrated Framework . Journal of the Academy of Marketing Science , Vol. 22 ( 2 ) : 99 – 113 .
  • Ganesh , Jaishankar , Arnold , Mark J. and Reynolds , Kristy E. 2000 . Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers . Journal of Marketing , Vol. 64 July : 65 – 87 .
  • Debra , Grace and O'Cass , Aron . 2001 . Attributions of Services Switching: A Study of Consumers' and Providers' Perceptions of Child-Care Service Delivery . Journal of Services Marketing , Vol. 15 ( 4/5 ) : 300 – 321 .
  • Jones , Michael A. , Mothersbaugh , David L. and Sharon , Betty E. 2000 . Switching Barriers and Repurchase Intentions in Services . Journal of Retailing , Vol. 76 ( 2 ) : 259 – 273 .
  • Jones , Thomas O. and Sasser , Earl W. Jr. 1995 . Why Satisfied Customers Defect . Harvard Business Review , Vol. 73 : 88 – 102 . (November/December)
  • Keaveney , Susan M. 1995 . Customer Switching Behavior in Service Industries: An Exploratory Study . Journal of Marketing , Vol. 59 April : 71 – 82 .
  • Kelley , Scott W. , Douglas , K. Hoffman and Davis , Mark A. 1993 . A Typology of Retail Failures and Recoveries . Journal of Retailing , Vol. 69 Winter : 429 – 52 .
  • Lemon , Katherine N. , White , Tiffany Barnett and Winer , Russell S. 2002 . Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision . Journal of Marketing , Vol. 66 January : 1 – 15 .
  • Lovelock , Christopher H. 1983 . Classifying Services to Gain Strategic Marketing Insights . Journal of Marketing , Vol. 47 Summer : 9 – 20 .
  • Mazis , Michael B. , Ahtola , Olli and Eugene , R. Klippel . 1975 . A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes . Journal of Consumer Research , Vol. 2 June : 38 – 52 .
  • Richard , Oliver L. 1993 . “ A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts, ” . In Advances in Services Marketing and Management: Research and Practice, 2 , Edited by: Swartz , Teresa A. , Bowen , David E. and Brown , Stephen W. 65 – 85 . Greenwich, CT : JAI .
  • Olivia , Terence A. and Oliver , Richard L. 1992 . A Catastrophe Model for Developing Service Satisfaction Strategies . Journal of Marketing , Vol. 56 July : 83 – 96 .
  • Ostrom , Amy and Iacobucci , Dawn . 1996 . Consumer Trade-Offs and the Evaluation of Services . Journal of Marketing , Vol. 59 January : 17 – 28 .
  • Parasuraman , A. , Zeithaml , Valarie and Berry , Leonard . 1985 . A Conceptual Model of Service Quality and Its Implications for Future Research . Journal of Marketing , Vol. 49 Fall : 41 – 50 .
  • Parasuraman , A. , Zeithaml , Valarie and Berry , Leonard . 1988 . SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality . Journal of Retailing , Vol. 64 Spring : 12 – 40 .
  • Parasuraman , A. , Zeithaml , Valarie and Berry , Leonard . 1993 . More on Improving Service Quality Measurement . Journal of Retailing , Vol. 69 Spring : 140 – 147 .
  • Parasuraman , A. , Zeithaml , Valarie and Berry , Leonard . 1994 . Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research . Journal of Marketing , Vol. 58 January : 111 – 24 .
  • Reichheld , Frederick F. 1993 . Loyalty-Based Management . Harvard Business Review , Vol. 71 : 64 – 73 . (March/April)
  • Reichheld , Frederick F. 1996 . Learning from Customer Defections . Harvard Business Review , Vol. 74 : 56 – 68 . (March/April)
  • Reichheld , Frederick F. and Sasser , Earl E. Jr. 1990 . Zero Defections: Quality Comes to Services . Harvard Business Review , Vol. 68 : 105 – 112 . (September-October)
  • Reichheld , Frederick F. and Teal , Thomas . 1996 . The Loyalty Effect , Boston : Harvard Business School Press .
  • Rust , Roland T. and Zahorik , Anthony J. 1993 . Customer Satisfaction, Customer Retention, and Market Share . Journal of Retailing , Vol. 69 Summer : 193 – 215 .
  • Rust , Roland T. , Zahorik , Anthony J. and Keiningham , Timothy L. 1995 . Return on Quality (ROQ): Making Service Quality Financially Accountable . Journal of Marketing , Vol. 59 April : 58 – 70 .
  • Woodside , A. G. , Frey , L. L. and Daly , R. T. 1989 . Linking Service Quality, Customer Satisfaction . Journal of Health Care Marketing , December : 5 – 17 .
  • Zeithaml , Valarie A. , Parasuraman , A. and Berry , Leonard L. 1990 . Delivering Quality Service: Balancing Customer Perceptions and Expectations , New York : The Free Press .
  • Zeithaml , Valarie A. , Parasuraman , A. , Berry , Leonard L. , Berry , Leonard L. and Parasuraman , A. 1985 . Problems and Strategies in Services Marketing . Journal of Marketing , Vol. 52 April : 35 – 48 .
  • Zeithaml , Valarie A. , Parasuraman , A. , Berry , Leonard L. , Berry , Leonard L. and Parasuraman , A. 1988 . Communication and Control Processes in the Delivery of Service Quality . Journal of Marketing , Vol. 52 April : 35 – 48 .
  • Zeithaml , Valarie A. , Parasuraman , A. , Berry , Leonard L. , Berry , Leonard L. and Parasuraman , A. 1996 . The Behavioral Consequences of Service Quality . Journal of Marketing , Vol. 60 April : 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.