Comportamiento de abandono de la relación de un cliente con la empresa en un contexto de fallo y recuperación del servicio

• Autores: Concepción Varela Neira, Rodolfo Vázquez Casielles, Víctor Iglesias Argüelles
• Localización: Cuadernos de economía y dirección de la empresa, ISSN 1138-5758, Nº 40, 2009, págs. 143-169
• Idioma: español
• DOI: 10.1016/s1138-5758(09)70045-3
• Texto completo no disponible (Saber más ...)
• Dialnet Métricas: 10 Citas
• Referencias bibliográficas
  • Anderson, J. C. y Gerbing, D. W. (1988), «Structural equation modeling in practice: A review and recommended two-stage approach», Psychological...
  • Anderson, J. C. y Narus, J. A. (1990), «A model of distributor firm and manufacturer firm working partnerships», Journal of Marketing, 54...
  • Antón, C.; Camarero, C. y Carrero, M. (2007), «Analysing firms' failures as determinants of consumer switching intentions. The effect...
  • Apaolaza Ibáñez, V.; Hartmann, P. y Zorrilla Calvo, P. (2006), «Antecedents of customer loyalty in residential energy markets: Service quality,...
  • Athanassopoulos, A.D. (2000), «Customer satisfaction cues to support market segmentation and explain switching behavior», Journal of Business...
  • Bagozzi, R. P. y Yi, Y. (1988), «On the evaluation of structural equation models», Journal of the Academy of Marketing Science, 16 (1), pág....
  • Bansal, H. S. y Taylor, S. F. (1999), «The service provider switching model (SPSM): a model of consumer switching behavior in the services...
  • Baumann, C.; Burton, S. y Elliott, G. (2005), «Determinants of customer loyalty and share of wallet in retail banking», Journal of Financial...
  • Bell, S. J.; Auh, S. y Smalley, K. (2005), «Customer relationship dynamics: Service quality and customer loyalty in the context of varying...
  • Bendapudi, N. y Berry, L. L. (1997), «Customers' motivations for maintaining relationships with service providers», Journal of Retailing,...
  • Bitner, M. J. (1990), «Evaluating service encounters: the effects of physical surroundings and employee responses», Journal of Marketing,...
  • Bitner, M. J.; Booms, B. M. y Tetreault, M. S. (1990), «The service encounter: Diagnosing favorable and unfavorable incidents», Journal of...
  • Burnham, T. A.; Frels, J. K. y Mahajan, V. (2003), «Consumer switching costs: A typology, antecedents, and consequences», Journal of the Academy...
  • Casado-Díaz, A. B.; Más-Ruiz, F. J. y Kasper, H. (2007), «Explaining satisfaction in double deviation scenarios: the effects of anger and...
  • Casado Díaz, A. B.; Nicolau Gonzálbez, J. L. y Mas Ruiz, F.J. (2008), «Comportamiento de queja de los clientes bancarios en contextos de desviación...
  • Chandrashekaran, M.; Rotte, K.; Tax, S. S. y Grewal, R. (2007), «Satisfaction strength and customer loyalty», Journal of Marketing Research,...
  • Chiu, H.; Hsieh, Y.; Li, Y. y Lee, M. (2005), «Relationship marketing and consumer switching behavior», Journal of Business Research, 58,...
  • Colgate, M.; Stewart, K. y Kinsella, R. (1996), «Customer defection: a study of the student market in Ireland», International Journal of Bank...
  • Colgate, M. y Lang, B. (2001), «Switching barriers in consumer markets: an investigation of the financial services industry», Journal of Consumer...
  • Colgate, M. y Norris, M. (2001), «Developing a comprehensive picture of service failure», International Journal of Service Industry Management,...
  • Cronin Jr.; J. J.; Brady, M. K. y Hult, G. T. M. (2000), «Assessing the effects of quality, value and customer satisfaction on consumer behavioral...
  • De Matos, C. A.; Henrique, J. L. y Vargas Rossi, C. A. (2007), «Service recovery paradox: A meta-analysis», Journal of Service Research, 10...
  • De Ruyter, K. y Wetzels, M. (2000), «Customer equity considerations in service recovery: A cross-industry perspective», International Journal...
  • Deligonul, S.; Kim, D.; Roath, A. S. y Cavusgil, E. (2006), «The Achilles' heel of an enduring relationship: Appropriation of rents between...
  • Fornell, C. (1992), «A national customer satisfaction barometer: the Swedish experience», Journal of Marketing, 56, pág. 6-21.
  • Fornell, C. y Wernerfelt, B. (1987), «Defensive marketing strategy by customer complaint management: A theoretical analysis», Journal of Marketing...
  • Ganesh, J.; Arnold, M. J. y Reynolds, K. E. (2000), «Understanding the customer base of service providers: An examination of the differences...
  • García de los Salmones, M.; Rodríguez del Bosque, I. y Herrero Crespo, A. (2007), «Percepción de comportamiento responsable y costes de cambio...
  • Greene, W. H. (1997), Econometric Analysis, 3d ed. New York: MacMillan.
  • Gwinner, K. P.; Gremler, D. D. y Bitner, M. J. (1998), «Relational benefits in services industries: The customer's perspective», Journal...
  • Han, X.; Kwortnik, R. J. Jr. y Wang, C. (2008), «Service loyalty: an integrative model and examination across service contexts», Journal of...
  • Harris, K. E.; Grewal, D.; Mohr, L. A. y Bernhardt, K. L. (2006), «Consumer responses to service recovery strategies: The moderating role...
  • Heide, J. y Weiss, A. (1995), «Vendor considerations and switching behaviour for buyers in high technology markets», Journal of Marketing,...
  • Hennig-Thurau, T. y Klee, A. (1997), «The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment...
  • Homburg, C. y Fürst, A. (2005), «How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic...
  • Johnston, R. (2001), «Linking complaint management to profit», International Journal of Service Industry Management, 12 (1), pág. 60-69.
  • Jones, M. A.; Mothersbaugh, D. L. y Beatty, S. E. (2000), «Switching Barriers and Repurchase Intentions in Services», Journal of Retailing,...
  • Jones, M. A. (2002), «Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential...
  • Jones, M. A. Reynolds, K. E.; Mothersbaugh, D. L. y Beatty, S. E. (2007), «The positive and negative effects of switching costs on relational...
  • Keaveney, S. M. (1995), «Customer switching behavior in service industries: An exploratory study», Journal of Marketing, 59 (2), pág. 71-82.
  • Keaveney, S. M. y Parthasarathy, M. (2001), «Customer switching behavior in online services: an exploratory study of the role of selected...
  • Lee, J.; Lee, J. y Feick, L. (2001), «The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France»,...
  • Liang, C. y Wang, W. (2007), «Customer relationship management of the information education services industry in Taiwan: Attributes, benefits...
  • Maxham III, J. G. (2001), «Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions», Journal...
  • Maxham III, J. G. y Netemeyer, R. G. (2002a), «A longitudinal study of complaining customers' evaluations of multiple service failures...
  • Maxham III, J. G. y Netemeyer, R. G. (2002b), «Modeling customer perceptions of complaint handling over time: the effects of perceived justice...
  • Mikolic, J. M.; Parker, J. C. y Pruitt, D. C. (1997), «Escalation in response to persistent annoyance: Groups versus individuals and gender...
  • Mittal, V. y Kamakura, W. (2001), «Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer...
  • Nunnally, J. C. (1978), Psychometric Theory, 2nd Ed.; New York: McGraw-Hill.
  • Oliver, R. L. (1997), Satisfaction. A Behavioral Perspective on the Consumer, Boston, Irwin/McGraw-Hill.
  • Palmatier, R. W.; Dant, R. P.; Grewal, D. y Evans, K. R. (2006), «Factors influencing the effectiveness of relationship marketing: A meta-analysis»,...
  • Panther, T. y Farquhar, J. D. (2004), «Consumer responses to dissatisfaction with financial service providers: an exploration of why some...
  • Patterson, P. G. y Smith, T. (2003), «A cross-cultural study of switching barriers and propensity to stay with service providers», Journal...
  • Ping Jr., R. A. (1993), «The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect»,...
  • Ranaweera, C. y Prabhu, J. (2003), «The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing...
  • Reichheld, F. F. y Sasser Jr.; W. E. (1990), «Zero defections: quality comes to services», Harvard Business Review, 68 (5), pág. 105-111.
  • Reinartz, W. J. y Kumar, V. (2003), «The impact of customer relationship characteristics on profitable lifetime duration», Journal of Marketing,...
  • Roos, I. (1999), «Switching processes in customer relationships», Journal of Service Research, 2 (1), pág. 68-85.
  • Roos, I.; Edvardsson, B. y Gustafsson, A. (2004), «Customer switching patterns in competitive and noncompetitive service industries», Journal...
  • Rust, R. T. y Zahorik, A. J. (1993), «Customer satisfaction, customer retention, and market share», Journal of Retailing, 69 (2), pág. 193-215.
  • Schultz, R. M.; Bigoness, W. J. y Gagnon, J. P. (1987), «Determinants of turnover intentions among retail pharmacists», Journal of Retailing,...
  • Seiders, K.; Voss, G. B.; Grewal, D. y Godfrey, A. L. (2005), «Do satisfied customers buy more? Examining moderating influences in a retailing...
  • Sánchez García, I. (2007), El cambio de proveedor en servicios utilitarios y hedónicos: El papel de la búsqueda de variedad y del arrepentimiento,...
  • Sharma, N. y Patterson, P. G. (2000), «Switching costs, alternative attractiveness and experience as moderators of relationship commitment...
  • Shy, O. (2002), «A quick and easy method for estimating switching costs», International Journal of Industrial Organization, 20, pág. 71-87.
  • Skinner, S. J.; Gassenheimer, J. B. y Kelley, S. W. (1992), «Cooperation in supplierdealer relations», Journal of Retailing, 68 (Summer),...
  • Szymanski, D. M. y Henard, D. H. (2001), «Customer satisfaction: a meta-analysis of the empirical evidence», Journal of the Academy of Marketing...
  • Tähtinen, J. y Havila, V. (2004), «Editorial: enhancing research in exchange relationship dissolution», Journal of Marketing Management, 20...
  • Valenzuela, F.; Pearson, D. y Epworth, R. (2005), «Influence of switching barriers on service recovery evaluation», Journal of Service Research,...
  • Voorhees, C. L.; Brady, M. K. y Horowitz, D. M. (2006), «A voice from the silent masses: an exploratory and comparative analysis of noncomplainers»,...
  • Wathne, K. H.; Biong, H. y Heide, J. B. (2001), «Choice of supplier in embedded markets: relationship and marketing program effects», Journal...
  • White, L. y Yanamandram, V. (2007), «A model of customer retention of dissatisfied business services customers», Managing Service Quality,...
  • Wirtz, J. y Mattila, A. S. (2004), «Consumer responses to compensation, speed of recovery and apology after a service failure», International...
  • Yanamandram, V. y White, L. (2006), «Switching barriers in business-to-business services: a qualitative study», International Journal of Service...
  • Yi, Y. (1990), «A critical review of consumer satisfaction». En V. Zeithaml (Ed.), Review of Marketing, Chicago: American Marketing Association,...
  • Yin Lam, S.; Shankar, V.; Erramilli, M. K. y Murthy, B. (2004), «Customer value, satisfaction, loyalty, and switching costs: An illustration...