Hellier2003 Repurchase

European Journal of Marketing
Customer repurchase intention: A general structural equation model

Phillip K. Hellier, Gus M. Geursen, Rodney A. Carr, John A. Rickard,
Article information:
To cite this document:
Phillip K. Hellier, Gus M. Geursen, Rodney A. Carr, John A. Rickard, (2003) "Customer repurchase
intention: A general structural equation model", European Journal of Marketing, Vol. 37 Issue: 11/12,
pp.1762-1800, https://doi.org/10.1108/03090560310495456
Permanent link to this document:
https://doi.org/10.1108/03090560310495456
Downloaded by University of Sussex Library At 17:12 12 June 2018 (PT)
Downloaded on: 12 June 2018, At: 17:12 (PT)

References: this document contains references to 158 other documents.
To copy this document: permissions@emeraldinsight.com
The fulltext of this document has been downloaded 30348 times since 2006*
Users who downloaded this article also downloaded:
(2003),"Customer loyalty and customer loyalty programs", Journal of Consumer Marketing,
Vol. 20 Iss 4 pp. 294-316 <a href="https://doi.org/10.1108/07363760310483676">https://
doi.org/10.1108/07363760310483676</a>
(2002),"Effect of social influence on repurchase intentions", Journal of Services Marketing,
Vol. 16 Iss 6 pp. 503-514 <a href="https://doi.org/10.1108/08876040210443382">https://
doi.org/10.1108/08876040210443382</a>
Access to this document was granted through an Emerald subscription provided by emerald-srm:573577 []
For Authors
If you would like to write for this, or any other Emerald publication, then please use our Emerald for
Authors service information about how to choose which publication to write for and submission guidelines
are available for all. Please visit www.emeraldinsight.com/authors for more information.
About Emerald www.emeraldinsight.com
Emerald is a global publisher linking research and practice to the benefit of society. The company
manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as
providing an extensive range of online products and additional customer resources and services.
Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee
on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive
preservation.
*Related content and download information correct at time of download.

The Emerald Research Register for this journal is available at The current issue and full text archive of this journal is available at
http://www.emeraldinsight.com/researchregister http://www.emeraldinsight.com/0309-0566.htm
EJM
37,11/12 Customer repurchase intention
A general structural equation model
Phillip K. Hellier
1762 School of Accounting, Economics and Finance, Faculty of Business and
Law, Deakin University, Warrnambool, Australia
Received September
2000
Gus M. Geursen
Revised September 2001, School of Marketing, University of South Australia, Adelaide, Australia
February 2002 Rodney A. Carr
School of Information Systems, Faculty of Business and Law,

Deakin University, Warrnambool, Australia, and
John A. Rickard
Southern Cross University, Lismore, Australia
Keywords Product quality, Customer satisfaction, Customer loyalty, Brand awareness

Abstract This paper develops a general service sector model of repurchase intention from
the consumer theory literature. A key contribution of the structural equation model is the
incorporation of customer perceptions of equity and value and customer brand preference into
an integrated repurchase intention analysis. The model describes the extent to which customer
repurchase intention is influenced by seven important factors – service quality, equity and
value, customer satisfaction, past loyalty, expected switching cost and brand preference. The
general model is applied to customers of comprehensive car insurance and personal
superannuation services. The analysis finds that although perceived quality does not directly
affect customer satisfaction, it does so indirectly via customer equity and value perceptions.
The study also finds that past purchase loyalty is not directly related to customer satisfaction
or current brand preference and that brand preference is an intervening factor between
customer satisfaction and repurchase intention. The main factor influencing brand preference
was perceived value with customer satisfaction and expected switching cost having less
influence.
Introduction
The objective of this paper is to test a general model which aims to describe the
extent to which customer intention to repurchase a service is influenced by
customer perceptions of quality, equity and value, customer satisfaction, past
loyalty, expected switching cost and brand preference. The objective is
important because customer repurchase intention research is largely
European Journal of Marketing
fragmented and is in need of an empirically verified general theory.
Vol. 37 No. 11/12, 2003
pp. 1762-1800 The authors are indebted to Professor Adrian Payne, Professor Geoffrey Soutar, Professor Frank
q MCB UP Limited
0309-0566
Alpert, Dr Monica Keneley and two anonymous reviewers for their support and constructive
DOI 10.1108/03090560310495456 comments.
Some studies have concentrated on determining the basic antecedent Customer
variables to repurchase intention (Hocutt, 1998; Storbacka et al., 1994; Zahorik repurchase
and Rust, 1992). Other studies, such as Bitner et al. (1990), Bolton and Drew intention
(1991a, b), Boulding et al. (1993), Grayson and Ambler (1999), Liljander and
Strandvik (1995), and Price et al. (1995) have considered the single incident,
critical encounters and longitudinal interactions or relationships between these
variables.
1763
Still others have considered the predictive validity of repurchase
intention for subsequent repurchase behaviour (Bemmaor, 1995; Mittal and
Kamakura, 2001; Morwitz et al., 1993). Despite the fact that research in this
area largely relies on stochastic and deterministic approaches to customer
retention analysis (Ehrenberg, 1988; Howard, 1977; Lilien et al., 1992), few
comprehensive, empirically tested, structural models of the customer

retention process are evident in marketing literature. Even the
understanding of the inter-relationships between customer service
perceptions per se, or how these relate to overall service satisfaction
appears unclear (Bolton and Drew, 1994; Fornell et al., 1996; Roest and
Pieters, 1997; Taylor and Baker, 1994; Zahorik and Rust, 1992).
Furthermore, a customer behaviour model, which holistically defines the
processes by which customers make a choice between several competing
service brands or providers, is still to be developed. Some progress in this
direction has been made by the evaluation of known alternatives being
factored into customer assessments, via the disconfirmation of expectations
(Bearden and Teel, 1983; Bolton and Drew, 1991b; Boulding et al., 1993;
Cadotte et al., 1987; Oliver, 1980; Oliver and Bearden, 1985). While this
approach measures the difference between pre and post consumption
assessments, it provides only a partial explanation of how customer
retention mechanisms might operate (Bagozzi et al., 1999; Mano and Oliver,
1993; Oliver, 1993; Oliver and DeSarbo, 1988; Oliver and Swan, 1989; Price
et al., 1995; Westbrook, 1987).
This paper examines the following customer repurchase intention issues
within the specific service environments of comprehensive car insurance and
personal superannuation:
.
What is the impact of customer satisfaction and brand preference on
repurchase intention?
.
What is the effect of customer loyalty and switching costs on brand
preference?
.
How important is the contribution of perceived value to customer
satisfaction and brand preference?
.
What is the impact of perceived equity on customer perceived value and
satisfaction?
.
How does perceived quality contribute to customer satisfaction?
EJM “The research model” section of this paper outlines the theoretical foundation
37,11/12 of the general model, and the propositions arising from the various
relationships. The “survey method” section explains the research approach
and sample design, establishes the measurement scales and provides
confirmatory factor analysis and parameter estimates for the model. The
“structural equation analysis” section tests the fit of the general model to the
1764 empirical data and a modified model is developed. The modified model is then
tested against data from selected customer groups. This paper concludes with
sections covering the study findings, the management implications of these
findings and suggested avenues for future research.
The research model

Several researchers have found satisfaction and attitude to be major

antecedents of customer repurchase intention (Bearden and Teel, 1983; Innis,
1991; Oliver, 1980, 1981; Roest and Pieters, 1997). When attitude is treated as a
post-purchase construct, the general sequence is:
satisfaction ! attitude ! repurchase intention:
In this context, satisfaction is the overall level of customer pleasure and

contentment resulting from experience with the service. Attitude is the
customer’s positive, neutral or negative learned disposition (often as a result of
past evaluative experiences), with respect to the good service, company, or
brand under consideration (Roest and Pieters, 1997). However, the precise
relationship between customer learned disposition and customer preference for
perceived alternatives remains unclear. In the literature, different terms have
been used for similar or closely related preference constructs. Examples of
terms used are, customer commitment (Storbacka et al., 1994), brand choice
(Manrai, 1995), product attitude (Roest and Pieters, 1997) and consumer
preference (Mantel and Kardes, 1999).
In this paper, the approach taken is that a separate and distinct evaluation of
alternatives (brand preference) precedes customer repurchase intention
(Manrai, 1995; Storbacka et al., 1994). In the conceptual model developed
here the major antecedents to repurchase intention are thus:
satisfaction ! brand preference ! repurchase intention:
The research model, shown in Figure 1, delineates the key factors preceding
customer satisfaction and brand preference.
Each of the model components is defined as follows:
.
Repurchase intention. The individual’s judgement about buying again a
designated service from the same company, taking into account his or her
current situation and likely circumstances.
Customer
repurchase
intention
1765
Figure 1.
The research model
.
Brand preference. The extent to which the customer favours the
designated service provided by his or her present company, in
comparison to the designated service provided by other companies in
his or her consideration set.
.
Expected switching cost. The customer’s estimate of the personal loss or
sacrifice in time, effort and money associated with the customer changing
to another service provider.
.
Customer loyalty. The degree to which the customer has exhibited, over
recent years, repeat purchase behaviour of a particular company service;
and the significance of that expenditure in terms of the customer’s total
outlay on that particular type of service.
.
Customer satisfaction. The degree of overall pleasure or contentment felt
by the customer, resulting from the ability of the service to fulfil the
customer’s desires, expectations and needs in relation to the service.
.
Perceived value. The customer’s overall appraisal of the net worth of the
service, based on the customer’s assessment of what is received (benefits
provided by the service), and what is given (costs or sacrifice in acquiring
and utilising the service).
. Perceived equity. The customer’s overall assessment of the standard of
fairness and justice of the company’s service transaction and its customer
problem and complaint handling process.
EJM .
Perceived quality. The customer’s overall assessment of the standard of
37,11/12 the service delivery process.
The theoretical basis of the research model is derived from several sources.
The model is developed from the satisfaction, attitude and intention
relationships examined by Oliver (1980, 1981) and from the analyses of
1766 customer perceptions of service performance by Cronin and Taylor (1992,
1994), Dodds et al. (1991), Oliver and Swan (1989) and Zeithaml (1988). The
model also incorporates the defensive factors to switching identified by
Fornell (1992).
Analysis of the inter-relationships between customer retention factors can be
undertaken at the single transaction (micro) level or at a global (macro) level.
The model adopts a macro framework. This is because the customer
repurchase decision often depends on a general assessment of the service and

supplier, based on multiple service transaction experiences with that supplier
(Danaher and Mattsson, 1994; Liljander and Strandvik, 1995).
The service attribute of perceived quality is delineated as an important
antecedent factor to customer satisfaction (Cronin and Taylor, 1992, 1994;
Fornell et al., 1996; Parasuraman et al., 1994a). The other service
attributes regarded as important determinants of satisfaction are perceived
value (Crosby and Stephens, 1987; Fornell et al., 1996) and perceived
equity (Oliver, 1993; Oliver and DeSarbo, 1988; Oliver and Swan, 1989).
The model also proposes perceived quality and perceived equity to be
antecedents to perceived value (Chang and Wildt, 1994; Dodds et al., 1991;
Fornell et al., 1996; Oliver and DeSarbo, 1988; Smith Gooding, 1995;
Zeithaml, 1988).
There have been many approaches to the measurement of the factors
influencing customer satisfaction (Erevelles and Leavitt, 1992). The
performance compared to expectations approach (expectations
disconfirmation) has often been used in the analysis and measurement of
service quality and satisfaction (Oliver, 1980, 1981; Parasuraman et al., 1988,
1991). However, Cronin and Taylor (1992, 1994) found that for cross-sectional
studies, performance only based measures may better reflect customers’
long-term service quality assessments. Zeithaml et al. (1996) maintain that the
performance-expectations difference measure is appropriate if the primary
purpose is to accurately diagnose service shortfalls. Whereas, the perceptions
only approach is more appropriate when the primary purpose of measuring
service quality is to explain the variance in some dependent construct.
Accordingly, the perceived performance approach to modelling the antecedents
to satisfaction is adopted in this paper.
There are also many approaches to the definition and measurement of the
factors influencing brand preference, for example, Bettman et al. (1998), Manrai
(1995), Oliva et al. (1992), Singh (1991) and Storbacka et al. (1994). Based on a
literature survey and an exploratory analysis prior to the primary study,
several factors were identified as important antecedent variables to brand Customer
preference. These factors are: repurchase
.
customer perceived value; intention
.
customer satisfaction (Oliva et al., 1992; Oliver, 1980, 1981); and
.
the defensive factors, customer past loyalty and expected switching cost
(Fornell, 1992; Perry and Hamm, 1969; Roselius, 1971). 1767
The research model is used to test the following hypotheses:
H1. The strength of brand preference has a direct positive effect on
repurchase intention.
H2. Expected switching cost has a direct positive effect on brand
preference.
H3. Customer loyalty has a direct positive effect on brand preference.
H4(a). Customer satisfaction has a direct positive effect on brand preference.
H4(b). Customer satisfaction has a direct positive effect on customer loyalty
to the company.
H4(c). Customer satisfaction has a direct positive effect on customer
expected switching cost.
H4(d). Customer satisfaction has a direct positive effect on repurchase
intention.
H5(a). Perceived value of service has a direct positive effect on customer
satisfaction.
H5(b). Perceived value of service has a direct positive effect on brand
preference.
H6(a). Perceived equity of service has a direct positive effect on customer
satisfaction.
H6(b). Perceived equity of service has a direct positive effect on the
perceived value of the service.
H7(a). Perceived quality of service has a direct positive effect on customer
satisfaction.
H7(b). Perceived quality of service has a direct positive effect on the
perceived equity of the service.
H7(c). Perceived quality of service has a direct positive effect on the
From a search of the literature, it was found that H4(d), H6(a), H7(b) and H7(c)
are supported by considerable empirical evidence. H1-H4(a), H5(a) and H5(b)
EJM appear intuitively obvious, but have been subjected to limited empirical
37,11/12 analysis. H4(b) and H7(a) are subject to conflicting empirical evidence. H4(c)
and H6(b) are not intuitively obvious and have been subjected to limited
empirical analysis. A summary of the empirical evidence is shown in Table I.
The remainder of this section contains a more detailed justification of each
hypothesis.
1768
Brand preference upon repurchase intention
The effect of brand preference on willingness to buy has rarely been
examined (Dodds et al., 1991). Encouraging approaches to the more precise
specification of customer choice behaviour are provided by developments in
consideration set theory by Kardes et al. (1993), Roberts and Lattin (1991,
1997) and Shocker et al. (1991). Constructive advances also appear in the
structural models of customer preference and repurchase by Andreassen and
Lindestad (1998), Erdem and Swait (1998), Pritchard et al. (1999) and Roest
and Pieters (1997). This paper contends that there is a causal link between
the disposition of the customer to favour the service of a specific supplier
(brand preference) and the customer’s willingness to buy that service again
from the same supplier:
H1. The strength of brand preference has a positive direct effect on
repurchase intention.
Expected switching cost upon brand preference

Switching cost makes changing service providers more expensive (Grønhaug
and Gilly, 1991; Peter and Tarpey, 1975). As this cost increases, customers
are less likely to change suppliers (de Ruyter et al., 1998; Jones et al., 2000;
Sharma and Patterson, 2000). This is why some service suppliers expend
considerable effort in building switching costs into their marketing
strategies (Fornell, 1992; Heskett et al., 1990). The larger the switching
cost, ceteris paribus, the stronger will be the customer’s preference for the
same service supplier or service brand:
H2. Expected switching cost has a direct positive effect on brand
preference.
Customer loyalty upon brand preference

Customers attempt to reduce the perceived risk of service purchase (Murray,
1991) by buying a well known brand, seeking additional information and
repeating the purchase of the brand that has provided satisfaction (Perry and
Hamm, 1969; Roselius, 1971). The use of customer loyalty segmentation in a
firm’s marketing strategy also increases the likelihood of a positive relationship
between past patronage and present brand preference (Pritchard, 1991). The
causal link between past repeat purchase and current brand preference may
Hypothesis Empirical support Customer
repurchase
Hypotheses with considerable empirical support intention
H4(d). Customer Anderson and Sullivan (1993), Bolton (1998), Cronin and Taylor
satisfaction upon (1992), Fornell (1992), Oliver (1980), Patterson and Spreng (1997),
repurchase intention Rust and Zahorik (1993), Selnes (1998), Swan and Trawick
(1981), Taylor and Baker (1994), Woodside et al. (1989) 1769
H6(a). Perceived equity Andreassen (2000), Bitner et al. (1990), Blodgett et al. (1995),
upon customer satisfaction Boshoff and Leong (1998), de Ruyter and Wetzels (2000),
Erevelles and Leavitt (1992), Oliver and DeSarbo (1988), Oliver
and Swan (1989), Szymanski and Henard (2001), Tax et al. (1998)
H7(b). Perceived quality Berry et al. (1994), Bitner et al. (1990, 1994), Goodwin and Ross
upon perceived equity (1992), Wells and Stafford (1995)
H7(c). Perceived quality Andreassen and Lindestad (1998), Bolton and Drew (1991b),
upon perceived value Dodds et al. (1991), Erdem and Swait (1998), Grewal et al. (1998b),
Ostrom and Iacobucci (1995), Smith Gooding (1995), Sweeney
et al. (1999
Intuitively obvious hypotheses with limited empirical analysis

H1. Brand preference upon Andreassen and Lindestad (1998), Erdem and Swait (1998),
repurchase intention Pritchard et al. (1999), Roest and Pieters (1997)
H2. Expected switching de Ruyter et al. (1998), Fornell (1992), Grønhaug and Gilly (1991),
cost upon brand preference Jones et al. (2000), Peter and Tarpey (1975), Sharma and
Patterson (2000)
H3. Customer loyalty upon Gremler and Brown (1999), Krishnamurthi et al. (1992), Murray
brand preference (1991), Perry and Hamm (1969), Roselius (1971), Roy et al. (1996)
H4(a). Customer Innis (1991), Oliver (1980), Oliver and Bearden (1985), Stauss and
satisfaction upon brand Neuhaus (1997)
preference
H5(a). Perceived value Andreassen and Lindestad (1998), Cronin et al. (2000), Crosby
upon customer satisfaction and Stephens (1987), McDougall and Levesque (2000), Patterson
and Spreng (1997)
H5(b). Perceived value Dodds et al. (1991), Erdem and Swait (1998), Grewal et al. (1998a),
upon brand preference Sinha and DeSarbo (1998)
Hypotheses with conflicting empirical evidence

H4(b). Customer Andreassen and Lindestad (1998), Bitner (1995), Bitner et al.
satisfaction upon customer (1990), Bloemer and de Ruyter (1998), Bloemer and Kasper (1995),
loyalty Colgate et al. (1996), Fornell (1992), Liljander and Strandvik
(1995), Söderlund (1998), Srinivasan (1996), Stauss and Neuhaus
(1997), Storbacka et al. (1994)
H7(a). Perceived quality Anderson and Sullivan (1993), Caruana and Pitt (1997), Johnston
upon customer satisfaction (1995), McAlexander et al. (1994), Mittal et al. (1998), Powpaka
(1996), Taylor and Baker (1994), Taylor and Cronin (1994)
Hypotheses not intuitively obvious with limited empirical analysis

H4(c). Customer Fornell (1992), Jones et al. (2000), Maute and Forrester (1993)
satisfaction upon expected
switching cost Table I.
H6(b). Perceived equity Goodwin and Ross (1992), Smith et al. (1999) Empirical support for
upon perceived value propositions
EJM also be the result of customer inertia (Roy et al., 1996). For example, the desire
37,11/12 by the customer to avoid learning new service routines and practises or to
avoid making price comparisons between brands (Heskett et al., 1990;
Krishnamurthi et al., 1992):
H3. Customer loyalty has a direct positive effect on brand preference.
1770
Customer satisfaction upon brand preference
Customer satisfaction can influence attitudinal change (e.g. service and
supplier preference) which in turn affects repurchase intention (Innis, 1991;
Oliver, 1980; Oliver and Bearden, 1985; Stauss and Neuhaus, 1997). A high level
of satisfaction is likely to increase the probability that the brand in question
will be retained in the customer’s consideration set and will increase the
customer’s preference for the brand (Westbrook and Oliver, 1981):
H4(a). Customer satisfaction has a direct positive effect on brand
preference.
Customer satisfaction upon customer loyalty

It has been argued that customer service relationships are built one interaction
at a time (Bitner, 1995; Bitner et al., 1990). A series of very positive encounters
will increase customer satisfaction, trust, relationship commitment and
continuity (Bolton, 1998; Morgan and Hunt, 1994; Selnes, 1998).
However, the positive relationship between customer satisfaction and
repurchase behaviour has been challenged in the literature (Andreassen and
Lindestad, 1998; Colgate et al., 1996; Fornell, 1992; Liljander and Strandvik,
1995; Srinivasan, 1996; Stauss and Neuhaus, 1997; Storbacka et al., 1994). In
general, it is argued that the customer is influenced by a mixture of positive
and negative bonds. Negative bonds (e.g. consumer inertia, brand promotion,
customer information processing limitations, supplier monopoly) tie the
customer to the service supplier, even though customer satisfaction with the
company may not be particularly high.
It has also been found that while dissatisfaction encourages switching,
satisfaction does not ensure customer commitment and loyalty (Danaher and
Mattsson, 1998; Heskett et al., 1994; Mittal and Lassar, 1998; Söderlund, 1998;
Stum and Thiry, 1991). Bloemer and de Ruyter (1998), and Bloemer and Kasper
(1995) have established that the positive relationship between satisfaction and
loyalty is moderated by the extent to which customers undertake brand
expectation-performance comparisons. This paper tests whether there is a
positive causal link between customer overall satisfaction with a service
supplier and past patronage of that supplier:
H4(b). Customer satisfaction has a direct positive effect on customer loyalty
to the company.
Customer satisfaction upon expected switching cost Customer
Opportunity cost analysis suggests that customer satisfaction has a repurchase
positive causal effect on the expected disadvantage or cost in switching intention
service suppliers. That is, the higher the level of the customer’s overall
satisfaction with the service, ceteris paribus, the larger the opportunity cost
or satisfaction foregone the customer can expect to incur in switching
service suppliers. However, the positive relationship between satisfaction 1771
and switching cost may be confounded in the short term when companies
adopt defensive marketing strategies which utilise switching costs as a
means of retaining dissatisfied customers (Fornell, 1992). In the long-term
though, the ability of switching cost barriers to retain the patronage of
dissatisfied customers is probably quite limited (Jones et al., 2000; Maute
and Forrester, 1993):

H4(c). Customer satisfaction has a direct positive effect on customer
expected switching cost.
Satisfaction upon repurchase intention

A direct positive relationship between customer satisfaction and repurchase
intention is supported by a wide variety of product and service studies
(Anderson and Sullivan, 1993; Bolton, 1998; Cronin and Taylor, 1992;
Fornell, 1992; Oliver, 1980; Patterson and Spreng, 1997; Rust and Zahorik,
1993; Selnes, 1998; Swan and Trawick, 1981; Taylor and Baker, 1994;
Woodside et al., 1989). These studies establish that overall customer
satisfaction with a service is strongly associated with the behavioural
intention to return to the same service provider. However, it must be kept in
mind that the direct positive relationship of satisfaction upon repurchase
intention is a simplification of the matter. While customer satisfaction is a
major factor, it is only one of the many variables that can impact upon
customer repurchase intention (Jones and Sasser, 1995; Liljandar and
Strandvik, 1995; Mittal and Lassar, 1998; Sharma and Patterson, 2000;
Srinivasan, 1996; Storbacka et al., 1994):
H4(d). Customer satisfaction has a direct positive effect on repurchase intention.
Perceived value upon customer satisfaction

Recently, conceptual frameworks have been developed that integrate customer
perceived value and customer satisfaction (Heskett et al., 1994; Liljander and
Strandvik, 1995; Storbacka et al., 1994; Woodruff, 1997). To date, however, only
a small number of studies have provided empirical evidence of the causal links
between perceived value and satisfaction (Andreassen and Lindestad, 1998;
Cronin et al., 2000; Crosby and Stephens, 1987; McDougall and Levesque, 2000;
Patterson and Spreng, 1997).
EJM The proposed relationship of perceived value upon customer satisfaction
37,11/12 is supported by value disconfirmation experience. When a single purchase of
a product or service is made, the customer expects to receive a benefit
greater than the cost, that is, the customer expects to receive value. If
anything happens after the purchase that unexpectedly reduces or increases
the cost incurred or benefit received, the perceived value is altered. The
1772 customer becomes less or more satisfied, which in turn influences
subsequent customer value expectations, purchase behaviour and overall
customer satisfaction (Carr, 1990; Voss et al., 1998; Woodruff, 1997).
Customer perception of overall service value positively impacts upon
customer overall service satisfaction.
The proposed perceived value-customer satisfaction relationship is also
supported by the argument that in situations where a particular company

service consists of multiple choice options, customers do not simply consume
value. In a relationship with the service supplier, customers select options
and create value to themselves (i.e. added value) and so increase their
product or service satisfaction (Carr, 1990; Grönroos, 1997; Normann and
Ramı́rez, 1993; Ravald and Grönroos, 1996; Rosen and Surprenant, 1998;
Woodruff, 1997):
H5(a). Perceived value of service has a direct positive effect on customer
satisfaction.
Perceived value upon brand preference

The proposition that perceived value has a direct positive effect upon brand
preference is consistent with the early findings of Jacoby and Kaplan (1972),
and Kaplan et al. (1974), that financial risk is the major customer perceived
risk when purchasing life insurance. Since then, only a small number of
studies have examined aspects of the perceived value-brand preference
association (Dodds et al., 1991; Grewal et al., 1998a; Sinha and DeSarbo,
1998). However, recent evidence by Erdem and Swait (1998) provides direct
support for the causal link between customer perceived value and brand
preference:
H5(b). Perceived value of service has a direct positive effect on brand
preference.
Perceived equity upon customer satisfaction

Several studies have found that customer equity perceptions influence the
amount of satisfaction that the customer has, following a purchase transaction
(Erevelles and Leavitt, 1992; Oliver and DeSarbo, 1988; Oliver and Swan, 1989).
Customer overall satisfaction is therefore often understood by market
researchers to be a consequent variable of equity and other processes (Swan
and Oliver, 1989; Szymanski and Henard, 2001; Takala and Uusitalo, 1996).
The research literature also supports the view that dissatisfied customers who Customer
successfully obtain redress (procedural, distributive and interactional justice) repurchase
are likely to experience improved overall satisfaction with the service intention
(Andreassen, 2000; Bitner et al., 1990; Blodgett et al., 1995; Boshoff and Leong,
1998; de Ruyter and Wetzels, 2000; Tax et al., 1998):
H6(a). Perceived equity of service has a direct positive effect on customer 1773
satisfaction.
Perceived equity upon perceived value

The association of perceived equity and perceived value (Erevelles and Leavitt,
1992; Oliver and Swan, 1989) is supported by arguments that complaint
management and the reduction of buyer service failure costs (time, effort and
money) can assist customer retention. The reduction of these buyer costs
increases the consumer’s utility from the purchase (Fornell and Wernerfelt,
1988; Ravald and Grönroos, 1996; Reichheld, 1996; Woodruff, 1997). Goodwin
and Ross (1992) found, in an experimental written response study of customers
seeking redress, that customer perceived overall fairness is positively
associated with the customer’s perceived value of the service. In addition,
Smith et al. (1999) have shown that customers prefer service retrieval and
financial redress, in type and amount, commensurate with the service failure
experienced.
Although no empirical studies have been published which specifically
examine the causal link between customer perceived equity and customer
perceived value, the proposition advanced in this paper is that perceived equity
of service has a positive direct effect on the perceived value of the service:
H6(b). Perceived equity of service has a direct positive effect on the
Perceived quality upon customer satisfaction

The relationship of quality to satisfaction at either the transaction-specific or
global level of analysis is not universally agreed upon (Parasuraman et al.,
1994b; Taylor and Baker, 1994; Zahorik and Rust, 1992). Some analysts treat
perceived quality as a relatively stable perception of the service which is
influenced as customers experience satisfaction or dissatisfaction with specific
instances of the service over time (Athiyaman, 1997; Bejou et al., 1996; Bolton
and Drew, 1991a, b; Boulding et al., 1993).
Other researchers represent perceived quality as an antecedent, rather than a
result of satisfaction (Anderson and Sullivan, 1993; Cronin and Taylor, 1992;
Crosby and Stephens, 1987; Danaher and Gallagher, 1997; Fornell et al., 1996;
Spreng and Mackoy, 1996; Wels-Lips et al., 1998; Woodside et al., 1989).
Furthermore, some studies, upon examining the causal order between customer
perceptions of overall service quality and customer satisfaction, find it difficult
EJM to establish that one empirically precedes the other (McAlexander et al., 1994;
37,11/12 Taylor and Baker, 1994; Taylor and Cronin, 1994).
Even where perceived quality is understood to be antecedent to satisfaction,
some researchers indicate that there can be diminishing satisfaction returns to
an increase in the level of service quality (Anderson and Sullivan, 1993;
Caruana and Pitt, 1997; Johnston, 1995; Mittal et al., 1998; Woodruff, 1997). It is
1774 also argued that perceived quality may not be a significant determinant of
customer service assessments when the service has high credence attributes
(Powpaka, 1996). This paper tests the view that perceived quality is a direct
positive antecedent to satisfaction:
H7(a). Perceived quality of service has a direct positive effect on customer
satisfaction.
Perceived quality upon perceived equity

In service transactions, customers judge service contact employees on their
ability to deliver the service right the first time, and by their capacity to recover
if things go wrong. Customers also judge contact persons on how well they deal
with special requests, and their involuntary actions and attitudes (Bitner et al.,
1990, 1994; Goodwin and Ross, 1992). As the service encounter meets the
sequence of events expected by the customer (the expected service script) and
meets service promises, the customer will perceive that they have been treated
fairly and reasonably (Berry et al., 1994; Bitner, 1995; Bitner et al., 1994; Zahorik
and Rust, 1992). That is, the greater the reliability, responsiveness, assurance
and empathy of the service delivery process, the more the customer will
perceive the service as treating them justly and fairly (Berry et al., 1994).
Support for a perceived quality-equity relationship is also provided by Wells
and Stafford (1995). They show that for car insurance, the higher the customer
perceived service quality, the lower the customer complaints as a ratio of total
premiums written or number of insurance policies in force:
H7(b). Perceived quality of service has a direct positive effect on the
perceived equity of the service:
Perceived quality upon perceived value

Customer perceived value can be positively influenced by perceived quality
and negatively influenced by perceived price (Chang and Wildt, 1994; Dodds
et al., 1991). There is not necessarily a positive relationship between the
customer’s perception of quality and their perception of value. Customers can
at times obtain more value from a lower quality product or service, because the
low overall price compensates for the reduction in quality (McDougall and
Levesque, 2000; Zeithaml, 1988).
However, many studies have found the relationship between perceived quality
and perceived value to be positive (Andreassen and Lindestad, 1998; Bolton and
Drew, 1991b; Dodds et al., 1991; Erdem and Swait, 1998; Grewal et al., 1998b; Customer
Ostrom and Iacobucci, 1995; Smith Gooding, 1995; Sweeney et al., 1999). repurchase
Assuming other factors constant, an increase (decrease) in perceived quality intention
can be expected to be accompanied by an increase (decrease) in perceived value:
H7(c). Perceived quality of service has a direct positive effect on the
perceived value of the service. 1775
Survey method
The data used to test the research propositions were obtained by a stratified
random sample. A postal questionnaire was used to survey metropolitan
customers of personal superannuation or comprehensive car insurance, from
four large insurance companies.

The insurance industry was selected for several reasons:
.
Insurance is an example of a complex highly intangible service, where it
is difficult to determine a priori the nature of the customer service
perception-repurchase relationship. On the one hand, such services
consist largely of credence properties, that is, service characteristics that
are difficult for customers to evaluate even after purchase and use
(Zeithaml, 1988). On the other hand, we might expect to find a positive
relationship between service delivery and customer retention for
insurance companies. These companies do not normally recover selling
and claims costs until several years have lapsed, losing money if the
customer cancels or switches service providers (Heskett et al., 1990).
.
Despite the customer service emphasis and actions taken by the insurance
industry, there is little published research that evaluates customer
perceptions of the service provided by insurance companies (Crosby and
Stephens, 1987; Crosby et al., 1990; Stafford and Wells, 1996; Stafford et al.,
1998).
.
Insurance companies have well developed customer databases from
which customers can be selected for survey.
.
Several companies within the industry were willing to undertake the
administration and meet the financial costs of customer selection and
questionnaire mail-out.
To ensure sufficient variation across the components to be analysed, customers
from two different types of insurance companies and two different types of
insurance services were surveyed. Customers from retail and wholesale
insurance companies were included in the study. This enabled the model to be
applied to customers who purchased directly from the company (retail
companies) and those who purchased the service via an intermediary or agent
(wholesale companies). From these companies, customers of either personal
superannuation or comprehensive car insurance were surveyed. This also
EJM enabled the model to be applied to services of different contract length and with
37,11/12 different repurchase or continued purchase cycle times. Comprehensive car
insurance is usually a one-year renewable contract based on an annual
premium payment. In contrast, personal superannuation is a long-term contract
to which payments may be made as defined by the terms of the contract.
1776 A stratified random sample survey approach was adopted so that various
subgroups were adequately represented in the sample. To ensure that
customers with reasonable experience of their company’s service were included
in the survey, 50 per cent of those selected for survey had made a change to, or
a claim on, their car insurance policy in the last three years. Conversely, 50 per
cent of those selected for survey had not made a change to, or a claim on, their
policy.
Stratification by this experience criterion was found to be inappropriate for

the personal superannuation customer survey. Claims are not generally made
on superannuation policies until employment termination or retirement. Also,
company records could not be used as a basis for stratifying customers by
company experience, as the superannuation company (Company A) did not
have an adequate record of customer queries and complaints. The
superannuation survey was stratified by age, to control for an over or
under-representation of respondents approaching retirement age. The sample
frame is provided in Table II.
The sample size was determined with the goal of obtaining at least 200
respondents from each company. This was based on a minimum response rate
of 10 per cent for companies A, B and D, and 20 per cent for Company C.
Table III provides sample and response rate details.
To ensure customer confidentiality, each company administered the random
selection of the sample from its customer database and arranged the mail-out of
the survey package. After careful consideration of the respondent data, the
management of each participating company confirmed that respondent
characteristics (age, household type, work classification, years with company,
Service type
Selling
arrangements Personal superannuation Comprehensive car insurance
Agent Company A: 2,000 customers Company B: 2,000 customers

stratified by age stratified by experience
Direct Not applicablea Company C: 1,000 customers
stratified by experience
Company D: 1,923 customers
stratified by experience
Table II. Note: a Most personal superannuation is sold via independent intermediaries or agents for the
Sample frame superannuation company
Characteristic Company A Company B Company C Company Da Total

Financial service Personal superannuation Comprehensive car Comprehensive car Comprehensive car
insurance insurance insurance
Main selling personnel Agents and brokers Agents and brokers Company employees Company employees
Customers surveyed
(No.) 2,000 2,000 1,000 1,923 6,923
(per cent) 28.89 28.89 14.44 27.78 100
Stratification criteria Sample divided equally 50 per cent of sample had 50 per cent of sample 50 per cent of sample had
between four age ranges: made a change to, or a had made a claim on made a change to, or a
25-34 yrs; 35-44 yrs; 45-54 claim on the policy in the the policy in the last claim on the policy in the
yrs; 55+ yrs last three years three years last three years
Questionnaires returned
(No.) 222 362 234 366 1,174
(per cent) 18.91 30.84 19.08 31.18 100
Useable returns
(No.) 213 350 210 359 1,132
(per cent) 18.82 30.92 18.56 31.71 100
Response rate (per cent) 10.65 17.50 21.00 18.67 16.35
Note: a Company D entered the comprehensive car insurance market 18 months prior to the study
intention
repurchase
Sample size and

Customer
response rate
Table III.
1777
EJM policy complaints, changes and claims, and annual contribution or premium)
37,11/12 were, in their opinion, an accurate representation of the characteristics of the
survey population. In the case of the stratification criteria, 35.7 per cent of
Company A respondents were aged 50 or more years and 44.7 per cent of total
respondents were more experienced customers. The companies required the
effect of the survey upon customers be kept to a minimum and would not
1778 permit follow-up data collection procedures.
The research model (Figure 1) contains eight factors. The literature from
which each factor measurement was developed is provided in Table IV.
The Appendix lists the variable questions constituting each factor
measurement. A minimum seven-point Likert scale was used for each
variable question, except for the loyalty component which was adapted from
the Burford et al. (1971) loyalty index (see Appendix).

The construct and internal validity of each measurement scale is broadly
supported by the research literature from which it is derived. The validity of
the measurement scales was also confirmed by evaluations provided by the
participating company marketing executives and an independent advisory
panel; both groups provided recommendations throughout the exploratory,
pilot and primary phases of the study.
Construct validity may be threatened when factors in a proposed
relationship are not linearly related along the whole continuum of the
independent factor. Scatter plot analysis of preliminary data prior to the
primary study indicated that confounding constructs and the levels of
constructs are unlikely to compromise the validity of the study.
Model component Literature source
Perceived quality Cronin and Taylor (1992), Parasuraman et al. (1991)

Perceived value Dodds et al. (1991), Lundstrom and Lamont (1976), Mano and
Oliver (1993), Zeithaml (1988)
Perceived equity Oliver and Swan (1989)
Customer satisfaction Oliver (1980, 1993), Oliver and Swan (1989), Westbrook and Oliver
(1981)
Customer loyalty Burford et al. (1971)
Expected switching cost Jacoby and Kaplan (1972), Mowen and Mowen (1991), Oliva et al.
(1992), Peter and Tarpey (1975)
Brand preference Martensen (1993), Oliva et al. (1992), Oliver and Swan (1989), Singh
(1991)
Table IV.
Literature sources for Repurchase intention Bagozzi (1982), Clawson (1972), Fornell (1992), Granbois and
development of factor Summers (1972), Oliver (1980), Oliver and Bearden (1985), Oliver
scales and Swan (1989), Rust et al. (1995), Sheppard et al. (1988)
Structural equation analysis Customer
A structural equation model using EQS (Bentler, 1992) was applied to the repurchase
research model. The scale for each factor was set by fixing the factor loading to intention
one of its indicator variables and then applying the maximum likelihood
estimation method. The resulting parameter estimates for the unstandardised
solution are shown in Figure 2. The statistical significance of the path
coefficients should, however, be interpreted with caution due to the low survey
1779
response rate. It should also be noted that the data are cross-sectional, so the
directions of the effects in the model are ultimately supported by the theory
underpinning the causal linkages of the model (Asher, 1976).
The Bentler-Weeks normed fit index for the research model was 0.921,
indicating a good fit to the data. All the factor loadings to the indicator
variables were highly significant, which supports the overall factor structure of
the model. All except one path parameter between the factors were significant
at the 0.05 level. However, the link between perceived quality and customer
satisfaction was not significant and the Wald test suggested that the model fit
could be improved by removing this path. This was done and the resulting
model (with the perceived quality-customer satisfaction path omitted) was then
Figure 2.
Research model with
unstandardised
parameter estimates
EJM applied to the data sets for the different companies and to data for respondents
37,11/12 of different experience levels. In doing this, some limitations were found in
relation to the loyalty factor and to the direct path between customer
satisfaction and repurchase intention. In particular, paths to and/or from
loyalty were either not significant or very weak for individual companies and
1780 when respondents were grouped by level of experience. In addition, the
indicator variables for loyalty were narrowly defined in terms of past customer
behaviour (see discussion in the “Research findings and implication” section).
It was decided to remove the loyalty factor from the model. It was then found
that the direct customer satisfaction-repurchase intention path was not
significant for the whole group. The Wald test indicated that the model fit
could be improved by removing this path. The unstandardised path estimates
and factor loadings for the model incorporating the above changes are shown
in Figure 3. In the following discussion, this model is called the modified model.
The Bentler-Weeks normed fit index for the modified model (NFI ¼ 0.924)
was marginally higher than that for the original research model (NFI ¼ 0.921),
though the modified model is more parsimonious. More importantly, the
modified model was reasonably stable when applied to data for the various
company groups and customer experience groups. A summary of the modified
model parameters for these respondent groups is provided in Table V.
Figure 3.
The modified model
Path and unstandardised solution (b)

P qual Brand pref
P qual (F1) P eq (F3) (F1) P val (F2) P eq (F3) Cust sat (F4) P val (F2) Cust sat (F4) Sw cost (F6) (F7)
# # # # # # # # # #
Cust sat Cust sat Brand Brand pref Brand pref Rep intent
Group P val (F2) P val (F2) P eq (F3) (F4) (F4) Sw cost (F6) pref (F7) (F7) (F7) (F8)
All companies 0.144*** 0.533*** 0.713*** 0.734*** 0.287*** 0.088** 0.425*** 0.169*** 0.208*** 1.202***
0.033 0.035 0.038 0.041 0.028 0.027 0.053 0.042 0.026 0.065
(0.08, 0.21) (0.46, 0.6) (0.64, 0.79) (0.65, 0.81) (0.23, 0.34) (0.04, 0.14) (0.32, 0.53) (0.09, 0.25) (0.16, 0.26) (1.07, 1.33)
Company A (super) 0.059 0.452*** 0.475*** 1.469*** 0.037*** 0.048 0.404** 0.152* 0.123 0.676***
0.035 0.047 0.071 0.186 0.008 0.035 0.144 0.076 0.08 0.183
(20.01, 0.1) (0.36, 0.54) (0.34, 0.61) (1.1, 1.83) (0.02, 0.05) (20.02, 0.1) (0.12, 0.69) (0, 0.3) (20.03, 0.3) (0.32, 1.03)
Company B 0.054 0.575*** 0.514*** 0.56*** 0.324*** 0.243*** 0.335*** 0.241*** 0.203*** 1.686***
0.063 0.067 0.073 0.053 0.042 0.058 0.069 0.071 0.042 0.124
(20.07, 0.2) (0.44, 0.71) (0.37, 0.66) (0.46, 0.66) (0.24, 0.41) (0.13, 0.36) (0.2, 0.47) (0.1, 0.38) (0.12, 0.29) (1.44, 1.93)
Company C 0.121 0.46*** 0.959*** 0.607*** 0.363*** 0.301*** 0.551*** 0.089 0.086 1.312***
0.096 0.091 0.094 0.102 0.063 0.075 0.132 0.091 0.048 0.161
(20.07, 0.3) (0.28, 0.64) (0.77, 1.14) (0.41, 0.81) (0.24, 0.49) (0.15, 0.45) (0.29, 0.81) (2 0.09, 0.3) (20.01, 0.2) (1, 1.63)
Company D 0.253** 0.349*** 0.919*** 0.648*** 0.323*** 0.22*** 0.53*** 0.21** 0.126** 1.212***
0.086 0.074 0.084 0.071 0.048 0.057 0.088 0.066 0.044 0.111
(0.08, 0.42) (0.2, 0.49) (0.75, 1.08) (0.51, 0.79) (0.23, 0.42) (0.11, 0.33) (0.36, 0.7) (0.08, 0.34) (0.04, 0.21) (0.99, 1.43)
Wholesale companies 0.106** 0.505*** 0.564*** 0.899*** 0.239*** 0.041 0.297*** 0.175*** 0.232*** 1.387***
(A and B) 0.035 0.041 0.052 0.071 0.041 0.037 0.074 0.053 0.034 0.121
(0.04, 0.17) (0.42, 0.59) (0.46, 0.67) (0.76, 1.04) (0.16, 0.32) (20.03, 0.1) (0.15, 0.44) (0.07, 0.28) (0.17, 0.3) (1.15, 1.62)
Retail companies 0.234*** 0.395*** 0.935*** 0.6*** 0.336*** 0.258*** 0.467*** 0.187*** 0.108** 1.242***
(C and D) 0.07 0.062 0.063 0.056 0.037 0.046 0.069 0.054 0.033 0.093
(0.1, 0.37) (0.27, 0.52) (0.81, 1.06) (0.49, 0.71) (0.26, 0.41) (0.17, 0.35) (0.33, 0.6) (0.08, 0.29) (0.04, 0.17) (1.06, 1.42)
(continued)
intention
repurchase
to respondent groups
Path coefficients for the
Customer
modified model applied

1781
Table V.
EJM
1782
Table V.
37,11/12
Path and unstandardised solution (b)

P qual Brand pref
P qual (F1) P eq (F3) (F1) P val (F2) P eq (F3) Cust sat (F4) P val (F2) Cust sat (F4) Sw cost (F6) (F7)
# # # # # # # # # #
Cust sat Cust sat Brand Brand pref Brand pref Rep intent
Group P val (F2) P val (F2) P eq (F3) (F4) (F4) Sw cost (F6) pref (F7) (F7) (F7) (F8)
Companies B, C 0.112* 0.535*** 0.756*** 0.569*** 0.332*** 0.257*** 0.414*** 0.192*** 0.149*** 1.427***
and D (total car) 0.047 0.046 0.047 0.036 0.028 0.036 0.047 0.043 0.026 0.073
(0.02, 0.2) (0.44, 0.63) (0.66, 0.85) (0.5, 0.64) (0.28, 0.39) (0.19, 0.33) (0.32, 0.51) (0.11, 0.28) (0.1, 0.2) (1.28, 1.57)
More experienced 0.118* 0.453*** 0.837*** 0.761*** 0.33*** 0.081* 0.549*** 0.232*** 0.162*** 1.174***
0.051 0.049 0.059 0.061 0.035 0.036 0.086 0.063 0.039 0.074
(0.02, 0.22) (0.36, 0.55) (0.72, 0.95) (0.64, 0.88) (0.26, 0.4) (0.01, 0.15) (0.38, 0.72) (0.11, 0.36) (0.09, 0.24) (1.03, 1.32)
Less experienced 0.159*** 0.634*** 0.591*** 0.758*** 0.205*** 0.097* 0.299*** 0.106* 0.213*** 1.237***
0.043 0.051 0.049 0.059 0.045 0.04 0.063 0.053 0.033 0.118
(0.07, 0.24) (0.53, 0.73) (0.49, 0.69) (0.64, 0.87) (0.12, 0.29) (0.02, 0.18) (0.18, 0.42) (0, 0.21) (0.15, 0.28) (1.01, 1.47)
Age No models were tested using the subgroups defined by age
Notes: * Indicates significant at the p , 0.05 level. ** Indicates significant at the p , 0.01 level. *** Indicates significant at the p , 0.001 level
In each cell of Table V, the top value is the computed unstandardised path Customer
coefficient estimate, the standard error of the estimate is printed on the second repurchase
row and the implied approximate 95 per cent confidence interval ðestimate ^ intention
1:96 £ standard errorÞ is provided on the bottom row.
Several minor changes to the modified model were also tested. The fit
indices were approximately the same for these variations, indicating that a
distinction between models could not be made on statistical grounds. For
1783
example, the application of the modified model to respondent data found that
the perceived quality-value path coefficient, although significant for the total
data set, was not significant for each individual company group (Table V). A
model with this path removed was tested with the total data, but there was no
change in the fit index. The modified model was therefore retained as the best
analytical model.
Research findings and implications

The generalisation of the research results to all insurance customers, even
to those of the participating insurance companies, should be undertaken
with care, as the results may be affected by non-response bias. The
on-going temporal validity of the results may also be threatened by market
entry events during the 18 months that preceded the customer
questionnaire mail-out. Company D’s entrance into the car insurance
market was accompanied by an extensive and repetitive advertising
campaign based on the customer having quick, efficient telephone access to
the company and lower premium costs.
It is clear from the customer unconstrained questionnaire responses that the
entry of Company D into the market heightened respondent awareness of the
dollar premium rates and telephone assisted insurance service delivery.
Whether the results of the study are applicable to other financial service
customer groups and wider customer populations is still to be researched.
The level of overall support (Table V, all companies group) provided by the
structural equation modelling for the research hypotheses is summarised in
Table VI.
This study supports the view that customer satisfaction does not influence
repurchase intention directly, but indirectly via brand preference. Perhaps this
is to be expected as the perceptions measurement of customer satisfaction,
unlike the disconfirmation measure, may be less likely to include an
assessment of other brand (company) insurance alternatives. Consistent with
the work of Manrai (1995), Sheppard et al. (1988) and Storbacka et al. (1994), the
study finds brand preference to be an intervening variable between customer
satisfaction and repurchase intention. This is in contrast to recent studies,
which see the assessment of alternatives only as a moderator of the
satisfaction-repurchase relationship (Bloemer and de Ruyter, 1998; Bloemer
and Kasper, 1995; Sharma and Patterson, 2000).
EJM
Hypothesis Support
37,11/12
H1. The strength of brand preference (F7) has a direct Very strongly supported***
positive effect on repurchase intention (F8)
H2. Expected switching cost (F6) has a direct positive Very strongly supported***
effect on brand preference (F7)
1784 H3. Customer loyalty (F5) has a direct positive effect on Not supported a
brand preference (F7)
H4(a). Customer satisfaction (F4) has a direct positive effect Very strongly supported***
on brand preference (F7)
H4(b). Customer satisfaction (F4) has a direct positive effect Not supported a
on customer loyalty to the company (F5)
H4(c). Customer satisfaction (F4) has a direct positive effect Strongly supported**
on customer expected switching cost (F6)
H4(d). Customer satisfaction (F4) has a direct positive effect Not supported b
on repurchase intention (F8)
H5(a). Perceived value of service (F2) has a direct positive Very strongly supported***
effect on customer satisfaction (F4)
H5(b). Perceived value of service (F2) has a direct positive Very strongly supported***
effect on brand preference (F7)
H6(a). Perceived equity of service (F3) has a direct positive Very strongly supported***
H6(b). Perceived equity of service (F3) has a direct positive Very strongly supported***
effect on the perceived value of the service (F2)
H7(a). Perceived quality of service (F1) has a direct positive Not supported a
H7(b). Perceived quality of service (F1) has a direct positive Very strongly supported***
effect on the perceived equity of the service (F3)
H7(c). Perceived quality of service (F1) has a direct positive Very strongly supported***
effect on the perceived value of the service (F2)
Notes: Supported * = p-value in modified model , 0.05 (see Table V). Strongly
supported ** = p-value in modified model , 0.01 (see Table V). Very strongly
supported *** = p-value in modified model , 0.001 (see Table V). a The customer loyalty
factor was removed from the model during the refining process, see discussion in the “Structural
equation analysis” section. The customer satisfaction ! repurchase intention path was removed
from the model during the refining process, see discussion in the “Structural equation analysis”
Table VI. section. b The perceived quality ! customer satisfaction path was removed from the model
Research results during the refining process, see discussion in the “Structural equation analysis” section
The direct effect of brand preference on customer repurchase intention is

weaker for superannuation services, Company A, than for the car insurance
companies. This can be seen by comparison of the confidence intervals for
these groups in Table V (Super group compared to Total car group).
Unconstrained customer questionnaire responses indicate that several factors,
exogenous to the modelling, affect personal superannuation repurchase Customer
intentions. These factors included: repurchase
.
employment security; intention
.
alternative expenditure options;
.
multiple superannuation company patronage;
1785
.
the lack of financial incentive to terminate superannuation policies with
previous companies; and
.
changing government regulations which impact on personal
superannuation, taxation and social security entitlements.
Overall, the study found that perceived value is more important than customer
satisfaction as a factor influencing brand preference, having a significantly

higher path coefficient in the modified model for all companies combined
(Table V, all companies group). In addition, customer value perceptions
influence brand preference both directly and indirectly via satisfaction. The
importance of perceived value may be because the study examined financial
services where cost, financial returns and risk are predominant issues for the
customer.
The negligible direct relationship between customer satisfaction and
customer loyalty for some subgroups is contrary to the general findings of
Bitner (1995) and Bitner et al. (1990). However, the lack of a satisfaction-loyalty
causal relationship is generally supported by more recent research (Andreassen
and Lindestad, 1998; Bolton, 1998; Mittal and Lassar, 1998; Söderlund, 1998;
Stauss and Neuhaus, 1997).
The study also finds that for some subgroups, respondent past loyalty had
little direct effect on current brand preference. This could be due to the high
credence characteristics of the services studied. One reason for consistent
service brand preference is to reduce the risk of purchase loss (Murray, 1991;
Perry and Hamm, 1969; Roselius, 1971). However, it is often the case with
insurance type services where that purchase risk is not reduced by using the
current service supplier. When there is also no positive relationship between
satisfaction and past loyalty, there is little imperative for previously loyal
customers to prefer the present service supplier.
However, the very weak role of the customer loyalty factor could also be a
result of measurement inadequacies. Measures of customer loyalty based on
repeat purchase behaviour focus on discrete transaction activities, rather than
the dynamic process of exchange concerned with establishing, maintaining and
enhancing relationships (Grönroos, 1997; Rosen and Surprenant, 1998; Selnes,
1998). Some evidence suggests that a repeat purchase behaviour measure of
loyalty is unlikely to distinguish true customer loyalty based on positive brand
commitment from spurious customer loyalty based on inertia and indifference
(Bloemer and Kasper, 1995). Where this spurious component is substantial,
EJM there may be little positive relationship between customer satisfaction and
37,11/12 customer loyalty, and between customer loyalty and current brand preference.
The paths to and from switching cost were not significant for personal
superannuation respondents. However, this study provides some support for
the view that for car insurance customers, switching costs can be an important
barrier to switching, or conversely, can increase preference for the current
1786 service brand (Table V). The reasons for the limited effect of expected
switching cost may be that there are a large number of competing companies
supplying similar personal superannuation and services. The likely similarity
in satisfaction anticipated by respondents meant that expected opportunity
costs associated with brand switching were not substantially increased, even
when respondent satisfaction with the initial company was high. The many
superannuation and car insurance service suppliers, and the ease with which
respondents could obtain information by telephone and switch companies (e.g.
electronic fund transfer facilities), also meant that expected switching cost in
general was not a major variable determining respondent brand preference.
For the services examined, the study supports the hypothesis that perceived
quality influences respondent satisfaction indirectly, via perceptions of service
equity and value (Figure 2).
Contrary to our expectations and the research literature (Andreassen and
Lindestad, 1998; Bolton, 1998; Grewal et al., 1998a), the level of customer
experience was not an important characteristic distinguishing respondents.
Only the effect of perceived quality on perceived equity was statistically
different between the two level of experience groups, with the effect of quality
on equity being stronger for more experienced respondents. There is also some
weak evidence that the effect of perceived equity on perceived value is not very
strong for more experienced customers (Table V). This indicates that while
more experienced respondents more clearly perceive levels of service fairness
to be influenced by the standard of service delivery, this did not necessarily
result in a stronger assessment of the positive effect of equity on perceived
value or satisfaction.
The study establishes several differences between superannuation and car
insurance customers. A number of factor relationships were weaker for the
superannuation group. However, perceived value had a stronger positive effect
on satisfaction for superannuation customers (Table V, Super group compared
to the Total car group).
There were some differences between car insurance customers who
purchased directly from the insurance company (Company C and D
respondents) compared with those who purchased through a selling
intermediary (Company B respondents). For customers who purchase via a
selling agent, perceived quality had a smaller direct effect on equity
perceptions, though brand preference had a larger direct effect on repurchase
intention (Table V, Company B group compared to the Retail companies
group). Unconstrained questionnaire responses provide an explanation for Customer
these differences. Company B respondents who purchased car insurance as repurchase
part of a salary sacrifice package or via an employee association – credit union intention
arrangement – often were more aware of the inconvenience in changing this
arrangement than of the quality and equity attributes of the actual insurance
service provided.
Possible implications of the study findings for the operation and
1787
management of service organisations are canvassed in the remainder of this
section. This study suggests that, in general, perceived value may well have a
greater direct effect on brand preference than either satisfaction, loyalty or
expected switching cost (Table V). There is a critical role for management to
determine the items and the weighting of the items that customers perceive as
value (Neal, 1999; Sweeney et al., 1999). Furthermore, items that constitute
perceived value can differ between customer groups. For example, Company C
customers appear to rank additional options (e.g. auto club membership) and
assistance (e.g. road-side assistance) more highly than Company D customers.
On the other hand, Company D customers rank low dollar premium cost and
policy flexibility higher than Company C customers.
This study finds that for most respondent groups the direct effect of
service satisfaction on repurchase intention is very weak (see structural
equation analysis section). Unconstrained customer responses indicate that
environmental factors appeared to have an important influence on personal
superannuation repurchase intention. Similarly, credence factors appeared to
have a considerable effect on repurchase intention of less experienced
respondents with Company D, the new entrant company to the car insurance
market. This suggests that service managements would be wise to determine
the presence of environmental or situational factors that may negatively
impact on customer value perceptions, satisfaction and brand preference
assessments and to take account of these in the “value package” provided to
customers.
This study finds that customer loyalty may not be an important
intervening factor between customer satisfaction and brand preference. The
implication is that previously loyal customers are not necessarily presently
satisfied customers or committed future customers. The study suggests
that management cannot rely upon past behavioural loyalty to ensure
current brand preference and customer repurchase intention. There is
likely to be substantial customer mobility between companies due to
customer perceptions of value, incorporating financial return and risk
assessment (Kaplan et al., 1974), and the range of service suppliers and
options. The study found that for one-third of Company A and Company
B respondents (and for most Company D respondents), the respective
company was not the major supplier of the designated service over the
previous three years.
EJM This study also suggests that management cannot rely on a strategy of
37,11/12 increasing the costs of switching to retain customers. For individual
companies, expected switching cost had either a non-significant or a small
positive effect on brand preference (Table V). The latter applied even to the
respondents of the new entrant, Company D, 42 per cent of whom indicated that
they were likely to lose money if they switched to another car insurance
1788 company. Expected switching cost was not a major factor determining
respondent brand preference.
The study finds that perceived quality influenced satisfaction only
indirectly, via service equity and value perceptions. The implication here is
that management needs to understand that with rapidly improving general
standards of service delivery, perceived quality may have little direct impact on
customer satisfaction. This finding is consistent with recent research on

diminishing returns to service quality improvements. Powpaka (1996) found
that for services with substantial credence characteristics, a high standard of
service delivery may be necessary, but not sufficient, to increase customer
overall satisfaction. Similarly, Stafford et al. (1998) argued that there is the
possibility that management may even run the risk of advancing the level of
service delivery, or aspects of the service delivery, to a point beyond that
deemed appropriate by the customer.
The study indicates the relative importance of perceived service equity for
some customer groups. Perceived equity impacted on satisfaction directly
and/or indirectly via the value perception (Figure 3). The customer’s sense of
being treated fairly or “right” is likely to be an important direct determinant of
satisfaction for car insurance customers (Table V). The implication is that
customer assessment of the standard of fairness and justice of the company’s
service transaction and its problem and complaint handling process is an
important contributor to customer service satisfaction.
Management should also be aware that the strength of customer perception
relationships may vary over time, as the customer becomes more experienced
with the company. For more experienced respondents, perceived quality has a
greater direct influence on perceived equity (Table V). This suggests that as
customer experience increases, customer assessment of the standard of the
service delivery process becomes a more important antecedent to customer
assessment of the fairness and justice of the service. Partial support for this
finding is provided by Rao and Monroe (1988).
In summary, this study suggests that organisations need to orientate their
strategies towards superior customer value and equity delivery. The
implication is that when programs are being developed to attract potential
long-term customers, management needs to identify exactly what customers do
value and how to continuously create net worth for them. To retain customers,
management strategies also need to concentrate on, and improve, customers’
perceived fairness and justice of the service.
Future research directions Customer
The findings of this study point to the need for further inquiry into a number of repurchase
areas. Analysis of a broad range of services using cross-sectional and intention
longitudinal data is needed to test the extent to which the structural equation
modelling of this paper is applicable to other services.
Studies are needed to refine the general research model components,
particularly perceived equity and value, and to confirm the important role that
1789
customer value perceptions play in influencing customer retention (Day and
Crask, 2000; Hoffman and Kelley, 2000). Further research is required to extend
structural equation modelling to provide a much richer description of the
satisfaction-brand preference-repurchase intention relationship for different
types of services.
Research is also required to better delineate the effect that expected

switching cost and past loyalty have on brand preference and repurchase
intention. Determination of appropriate customer loyalty measurements and
analysis of the effects of advertising, cross-price elasticity, equity, attitude,
trust and commitment will help clarify the role of customer loyalty in the
buyer-seller relationship (Bloemer and Kasper, 1995; Garbarino and Johnson,
1999; Sharma and Patterson, 2000).
Future research should test the weak direct effect of perceived quality on
customer satisfaction. This needs to be undertaken in a variety of service
situations, and from a relationship, as well as a transaction perspective. This
will include the on-going relationship influence of internal (employee) service
encounters on external customer satisfaction.
The research of Fornell and Wernerfelt (1988), McGahan and Ghemawat
(1994) and Rust and Zahorik (1993) indicate that increases in retention rates can
have a significant positive effect on market share. Furthermore, studies by
Blodgett et al. (1995), Colgate et al. (1996), Hallowell (1996), Payne and Rickard
(1997) and Rust et al. (1995) indicate that an increase in customer retention can
have a positive effect on a company’s net operating cash flow and profit. To
enable the development of a comprehensive theory of customer retention,
further research is required on the effect of customer satisfaction and
repurchase intention upon repurchase behaviour (Mittal and Kamakura, 2001).
Finally, this study briefly examined the impact of differently administered
selling personnel (in-house company employees or independent intermediaries)
on customer repurchase intention and antecedent variables. Further research,
incorporating transaction cost analysis, is necessary to establish under what
circumstances financial and other service companies should engage
intermediary sellers of services and contract out aspects of service delivery.
References
Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer
satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-43.
EJM Andreassen, T.W. (2000), “Antecedents to satisfaction with service recovery”, European Journal
of Marketing, Vol. 34 No. 1, pp. 156-75.
37,11/12 Andreassen, T.W. and Lindestad, B. (1998), “Customer loyalty and complex services”,
International Journal of Service Industry Management, Vol. 9 No. 1, pp. 7-23.
Asher, H.B. (1976), Causal Modeling, Sage University Paper Series on Quantitative Applications
in the Social Sciences, No. 3, Sage Publications, Beverly Hills, CA.
1790 Athiyaman, A. (1997), “Linking student satisfaction and service quality perceptions: the case of
university education”, European Journal of Marketing, Vol. 31 No. 7, pp. 528-40.
Bagozzi, R.P. (1982), “A field investigation of causal relations among cognitions, affect,
intentions, and behaviour”, Journal of Marketing Research, Vol. 19 No. 4, pp. 562-84.
Bagozzi, R.P., Gopinath, M. and Nyer, P.U. (1999), “The role of emotions in marketing”, Journal of
the Academy of Marketing Science, Vol. 27 No. 2, pp. 184-206.
Bearden, W.O. and Teel, J.E. (1983), “Selected determinants of consumer satisfaction and
complaint reports”, Journal of Marketing Research, Vol. 20, February, pp. 21-8.
Bejou, D., Wray, B. and Ingram, T.N. (1996), “Determinants of relationship quality: an artificial
neural network analysis”, Journal of Business Research, Vol. 36, June, pp. 137-43.
Bemmaor, A.C. (1995), “Predicting behavior from intention-to-buy measures: the parametric
case”, Journal of Marketing Research, Vol. 32 No. 2, pp. 176-91.
Bentler, P.M. (1992), EQS Structural Equations Program Manual, BMDP Statistical Software,
Los Angeles, CA.
Berry, L.L., Parasuraman, A. and Zeithaml, V.A. (1994), “Improving service quality in America:
lessons learned”, Academy of Management Executive, Vol. 8 No. 2, pp. 32-52.
Bettman, J.R., Luce, M.F. and Payne, J.W. (1998), “Constructive consumer choice processes”,
Journal of Consumer Research, Vol. 25 No. 3, pp. 187-217.
Bitner, M.J. (1995), “Building service relationships: it’s all about promises”, Journal of the
Academy of Marketing Science, Vol. 23 No. 4, pp. 246-51.
Bitner, M.J., Booms, B.M. and Mohr, L.A. (1994), “Critical service encounters: the employee’s
viewpoint”, Journal of Marketing, Vol. 58 No. 4, pp. 95-106.
Bitner, M.J., Booms, B.M. and Tetreault, M.S. (1990), “The service encounter: diagnosing
favorable and unfavorable incidents”, Journal of Marketing, Vol. 54 No. 1, pp. 71-84.
Blodgett, J.G., Wakefield, K.L. and Barnes, J.H. (1995), “The effects of customer service on
consumer complaining behavior”, Journal of Services Marketing, Vol. 9 No. 4, pp. 31-42.
Bloemer, J.M.M. and de Ruyter, K. (1998), “On the relationship between store image, store
satisfaction and store loyalty”, European Journal of Marketing, Vol. 32 No. 5/6, pp. 499-513.
Bloemer, J.M.M. and Kasper, H.D.P. (1995), “The complex relationship between consumer
satisfaction and brand loyalty”, Journal of Economic Psychology, Vol. 16, pp. 311-29.
Bolton, R.N. (1998), “A dynamic model of the duration of the customer’s relationship with a
continuous service provider: the role of satisfaction”, Marketing Science, Vol. 17 No. 1,
pp. 45-65.
Bolton, R.N. and Drew, J.H. (1991a), “A longitudinal analysis of the impact of service changes on
customer attitudes”, Journal of Marketing, Vol. 55 No. 1, pp. 1-9.
Bolton, R.N. and Drew, J.H. (1991b), “A multistage model of customers’ assessments of service
quality and value”, Journal of Consumer Research, Vol. 17 No. 4, pp. 375-84.
Bolton, R.N. and Drew, J.H. (1994), “Linking customer satisfaction to service operations and
outcomes”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory
and Practice, Sage Publications, Thousand Oaks, CA, pp. 173-200.
Boshoff, C. and Leong, J. (1998), “Empowerment, attribution and apologising as dimensions of Customer
service recovery”, International Journal of Service Industry Management, Vol. 9 No. 1,
pp. 24-47. repurchase
Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of intention
service quality: from expectations to behavioral intentions”, Journal of Marketing
Research, Vol. 30 No. 1, pp. 7-27.
Burford, R.L., Enis, B.E. and Paul, G.W. (1971), “An index for the measurement of consumer 1791
loyalty”, Decision Sciences, Vol. 2 No. 1, pp. 17-24.
Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), “Expectations and norms in models of
consumer satisfaction”, Journal of Marketing Research, Vol. 24 No. 3, pp. 305-14.
Carr, C. (1990), Front-Line Customer Service: 15 Keys to Customer Satisfaction, Wiley, New York,
NY.
Caruana, A. and Pitt, L. (1997), “INTQUAL – an internal measure of service quality and the link
between service quality and business performance”, European Journal of Marketing,

Vol. 31 No. 8, pp. 604-16.
Chang, T.-Z. and Wildt, A.R. (1994), “Price, product information, and purchase intention: an
empirical study”, Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 16-27.
Clawson, C.J. (1972), “Marketing applications of intentions data”, in Venkatesan, M. (Ed.),
Proceedings of the Third Annual Conference of the Association for Consumer Research,
Association for Consumer Research, College Park, MA, pp. 522-35.
Colgate, M., Stewart, K. and Kinsella, R. (1996), “Customer defection: a study of the student
market in Ireland”, International Journal of Bank Marketing, Vol. 14 No. 3, pp. 23-9.
Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and
extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
Cronin, J.J. Jr and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling
performance-based and perceptions-minus-expectations measurement of service
quality”, Journal of Marketing, Vol. 58 No. 1, pp. 125-31.
Cronin, J.J. Jr, Brady, M.K. and Hult, G.T.M. (2000), “Assessing the effects of quality, value, and
customer satisfaction on consumer behavioral intentions in service environments”, Journal
of Retailing, Vol. 76 No. 2, pp. 193-218.
Crosby, L.A. and Stephens, N. (1987), “Effects of relationship marketing on satisfaction,
retention, and prices in the life insurance industry”, Journal of Marketing Research, Vol. 24
No. 4, pp. 404-11.
Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an
interpersonal influence perspective”, Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
Danaher, P.J. and Gallagher, R.W. (1997), “Modelling customer satisfaction in Telecom New
Zealand”, European Journal of Marketing, Vol. 31 No. 2, pp. 122-33.
Danaher, P.J. and Mattsson, J. (1994), “Customer satisfaction during the service delivery process”,
European Journal of Marketing, Vol. 28 No. 5, pp. 5-16.
Danaher, P.J. and Mattsson, J. (1998), “A comparison of service delivery processes of different
complexity”, International Journal of Service Industry Management, Vol. 9 No. 1, pp. 48-63.
Day, E. and Crask, M.R. (2000), “Value assessment: the antecedent of customer satisfaction”,
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 13,
pp. 52-60.
de Ruyter, K. and Wetzels, M. (2000), “Customer equity considerations in service recovery: a
cross-industry perspective”, International Journal of Service Industry Management, Vol. 11
No. 1, pp. 91-108.
EJM de Ruyter, K., Wetzels, M. and Bloemer, J. (1998), “On the relationship between perceived service
quality, service loyalty and switching costs”, International Journal of Service Industry
37,11/12 Management, Vol. 9 No. 5, pp. 436-53.
Dodds, W.R., Monroe, K.B. and Grewal, D. (1991), “Effects of price, brand and store information
on buyers’ product evaluations”, Journal of Marketing Research, Vol. 28, pp. 307-19.
Ehrenberg, A.S.C. (1988), Repeat-Buying: Facts, Theory and Applications, new ed., Charles
1792 Griffen and Company, London.
Erdem, T. and Swait, J. (1998), “Brand equity as a signaling phenomenon”, Journal of Consumer
Psychology, Vol. 7 No. 2, pp. 131-57.
Erevelles, S. and Leavitt, C. (1992), “A comparison of current models of consumer
satisfaction/dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and
Complaining Behavior, Vol. 5, pp. 104-14.
Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish experience”, Journal
of Marketing, Vol. 56 No. 1, pp. 6-21.

Fornell, C. and Wernerfelt, B. (1988), “A model for customer complaint management”, Marketing
Science, Vol. 7 No. 3, pp. 287-98.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), “The American
customer satisfaction index: nature, purpose, and findings”, Journal of Marketing, Vol. 60
No. 4, pp. 7-18.
Garbarino, E. and Johnson, M.S. (1999), “The different roles of satisfaction, trust and commitment
in customer relationships”, Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
Goodwin, C. and Ross, I. (1992), “Consumer responses to service failures: influence of procedural
and interactional fairness perceptions”, Journal of Business Research, Vol. 25, pp. 149-63.
Granbois, D.H. and Summers, J.O. (1972), “On the predictive accuracy of subjective purchase
probabilities”, in Venkatesan, M. (Ed.), Proceedings of the Third Annual Conference of the
Association for Consumer Research, Association for Consumer Research, College Park,
MA, pp. 502-11.
Grayson, K. and Ambler, T. (1999), “The dark side of long-term relationships in marketing
services”, Journal of Marketing Research, Vol. 36 No. 1, pp. 132-41.
Gremler, D.D. and Brown, S.W. (1999), “The loyalty ripple effect”, International Journal of Service
Industry Management, Vol. 10 No. 3, pp. 271-91.
Grewal, D., Monroe, K.B. and Krishnan, R. (1998b), “The effects of price-comparison advertising
on buyers’ perceptions of acquisition value, transaction value, and behavioral intentions”,
Journal of Marketing, Vol. 62 No. 2, pp. 46-59.
Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998a), “The effect of store name, brand name
and price discounts on consumers’ evaluations and purchase intentions”, Journal of
Retailing, Vol. 74 No. 3, pp. 331-52.
Grønhaug, K. and Gilly, M.C. (1991), “A transaction cost approach to consumer dissatisfaction
and complaint actions”, Journal of Economic Psychology, Vol. 12, pp. 165-83.
Grönroos, C. (1997), “Value-driven relational marketing: from products to resources and
competencies”, Journal of Marketing Management, Vol. 13 No. 5, pp. 407-19.
Hallowell, R. (1996), “The relationships of customer satisfaction, customer loyalty and
profitability: an empirical study”, International Journal of Service Industry Management,
Vol. 7 No. 4, pp. 27-42.
Heskett, J.L., Sasser, W.E. Jr and Hart, C.W.L. (1990), Service Breakthroughs Changing the Rules
of the Game, The Free Press, New York, NY.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994), “Putting Customer
the service-profit chain to work”, Harvard Business Review, Vol. 72 No. 2, pp. 164-74.
repurchase
Hocutt, M.A. (1998), “Relationship dissolution model: antecedents of relationship commitment
and the likelihood of dissolving a relationship”, International Journal of Service Industry intention
Management, Vol. 9 No. 2, pp. 189-200.
Hoffman, K.D. and Kelley, S.W. (2000), “Perceived justice needs and recovery evaluation: a
contingency approach”, European Journal of Marketing, Vol. 34 No. 3/4, pp. 418-32. 1793
Howard, J.A. (1977), Consumer Behavior: Application of Theory, McGraw-Hill, New York, NY.
Innis, D.E. (1991), “Customer service, repurchase intentions, market orientation and firm
performance in the channel”, unpublished doctoral thesis, Ohio State University.
Jacoby, J. and Kaplan, L.B. (1972), “The components of perceived risk”, in Venkatesan, M. (Ed.),
Proceedings, Third Annual Conference, Association for Consumer Research, Association
for Consumer Research, College Park, MD, pp. 382-93.
Johnston, R. (1995), “The zone of tolerance. Exploring the relationship between service
transactions and satisfaction with the overall service”, International Journal of Service
Industry Management, Vol. 6 No. 2, pp. 46-61.
Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), “Switching barriers and repurchase
intentions in services”, Journal of Retailing, Vol. 76 No. 2, pp. 259-74.
Jones, T.O. and Sasser, W.E. Jr (1995), “Why satisfied customers defect”, Harvard Business
Review, Vol. 73 No. 6, pp. 88-99.
Kaplan, L.B., Szybillo, G.J. and Jacoby, J. (1974), “Components of perceived risk in product
purchase: a cross-validation”, Journal of Applied Psychology, Vol. 59 No. 3, pp. 287-91.
Kardes, F.R., Kalyanaram, G., Chandrashekaran, M. and Dornoff, R.J. (1993), “Brand retrieval,
consideration set composition, consumer choice, and the pioneering advantage”, Journal of
Consumer Research, Vol. 20, June, pp. 62-75.
Krishnamurthi, L., Mazumdar, T. and Raj, S.P. (1992), “Asymmetric response to price in
consumer brand choice and purchase quantity decisions”, Journal of Consumer Research,
Vol. 19 No. 3, pp. 387-400.
Lilien, G.L., Kolter, P. and Moorthy, K.S. (1992), Marketing Models, Prentice-Hall, Englewood
Cliffs, NJ.
Liljander, V. and Strandvik, T. (1995), “The nature of customer relationships in services”, in
Swartz, T.A., Brown, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and
Management, Vol. 4, JAI Press, Greenwich, CT, pp. 141-67.
Lundstrom, W.J. and Lamont, L.M. (1976), “The development of a scale to measure consumer
discontent”, Journal of Market Research, Vol. 13, November, pp. 373-81.
McAlexander, J.H., Kaldenberg, D.O. and Koenig, F.H. (1994), “Service quality measurement”,
Journal of Health Care Marketing, Vol. 14 No. 3, pp. 34-40.
McDougall, G.H.G. and Levesque, T. (2000), “Customer satisfaction with services: putting
perceived value into the equation”, Journal of Services Marketing, Vol. 14 No. 5, pp. 392-410.
McGahan, A.M. and Ghemawat, P. (1994), “Competition to retain customers”, Marketing Science,
Vol. 13 No. 2, pp. 165-76.
Mano, H. and Oliver, R.L. (1993), “Assessing the dimensionality and structure of the consumption
experience – evaluation, feeling, and satisfaction”, Journal of Consumer Research, Vol. 20
No. 3, pp. 451-66.
Manrai, A.K. (1995), “Mathematical models of brand choice behavior”, European Journal of
Operational Research, Vol. 82, pp. 1-17.
EJM Mantel, S.P. and Kardes, F.R. (1999), “The role of direction of comparison, attribute-based
processing, and attitude-based processing in consumer preference”, The Journal of
37,11/12 Consumer Research, Vol. 25 No. 4, pp. 335-52.
Martensen, A. (1993), “A model for marketing planning for new products”, Marketing and
Research Today, pp. 247-66.
Maute, M.F. and Forrester, W.R. Jr (1993), “The structure and determinants of consumer
1794 complaint intentions and behavior”, Journal of Economic Psychology, Vol. 14 No. 3,
pp. 219-47.
Mittal, B. and Lassar, W.M. (1998), “Why do customers switch? The dynamics of satisfaction
versus loyalty”, The Journal of Services Marketing, Vol. 12 No. 3, pp. 177-94.
Mittal, V. and Kamakura, W.A. (2001), “Satisfaction, repurchase intent, and repurchase behavior:
investigating the moderating effect of customer characteristics”, Journal of Marketing
Research, Vol. 38 No. 1, pp. 131-42.
Mittal, V., Ross, W.T. Jr and Baldasare, P.M. (1998), “The asymmetric impact of negative and
positive attribute-level performance on overall satisfaction and repurchase intentions”,
Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”,
Morwitz, V.G., Johnson, E. and Schmittlein, D. (1993), “Does measuring intent change behavior?”,
Journal of Consumer Research, Vol. 20 No. 1, pp. 46-61.
Mowen, J.C. and Mowen, M.M. (1991), “Time and outcome valuation: implications for marketing
decision making”, Journal of Marketing, Vol. 55 No. 4, pp. 54-62.
Murray, K.B. (1991), “A test of services marketing theory: consumer information aquisition
activities”, Journal of Marketing, Vol. 55 No. 1, pp. 10-25.
Neal, W.D. (1999), “Satisfaction is nice, but value drives loyalty”, Marketing Research, Vol. 11
No. 1, pp. 21-4.
Normann, R. and Ramı́rez, R. (1993), “From value chain to value constellation: designing
interactive strategy”, Harvard Business Review, Vol. 71 No. 4, pp. 65-77.
Oliva, T.A., Oliver, R.L. and Macmillan, I.C. (1992), “A catastrophe model for developing service
satisfaction strategies”, Journal of Marketing, Vol. 56 No. 3, pp. 83-95.
Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction
decisions”, Journal of Marketing Research, Vol. 17, November, pp. 460-9.
Oliver, R.L. (1981), “Measurement and evaluation of satisfaction processes in retail settings”,
Journal of Retailing, Vol. 57 No. 3, pp. 25-48.
Oliver, R.L. (1993), “Cognitive, affective and attribute bases of the satisfaction response”, Journal
of Consumer Research, Vol. 20 No. 3, pp. 418-30.
Oliver, R.L. and Bearden, W.O. (1985), “Disconfirmation processes and consumer evaluations in
product usage”, Journal of Business Research, Vol. 13, pp. 235-46.
Oliver, R.L. and DeSarbo, W.S. (1988), “Response determinants in satisfaction judgements”,
Journal of Consumer Research, Vol. 14, March, pp. 495-507.
Oliver, R.L. and Swan, J.E. (1989), “Consumer perceptions of interpersonal equity and satisfaction
in transactions: a field survey approach”, Journal of Marketing, Vol. 53 No. 2, pp. 21-35.
Ostrom, A. and Iacobucci, D. (1995), “Consumer trade-offs and the evaluation of services”,
Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the
SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for Customer
measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1,
pp. 12-40. repurchase
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994a), “Alternative scales for measuring intention
service quality: a comparative assessment based on psychometric and diagnostic criteria”,
Journal of Retailing, Vol. 70 No. 3, pp. 201-30.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994b), “Reassessment of expectations as a 1795
comparison standard in measuring service quality: implications for further research”,
Patterson, P.G. and Spreng, R.A. (1997), “Modelling the relationship between perceived value,
satisfaction and repurchase intentions in a business-to-business, services context: an
empirical examination”, International Journal of Service Industry Management, Vol. 8
No. 5, pp. 414-34.
Payne, A. and Rickard, J. (1997), “Relationship marketing, customer retention and service firm
profitability”, working paper, Cranfield School of Management, Cranfield.
Perry, M. and Hamm, B.C. (1969), “Canonical analysis of relations between socio-economic risk
and personal influence in purchase decisions”, Journal of Marketing Research, Vol. 6 No. 3,
pp. 351-4.
Peter, J.P. and Tarpey, L.X. Sr (1975), “A comparative analysis of three consumer decision
strategies”, Journal of Consumer Research, Vol. 2 No. 1, pp. 29-37.
Powpaka, S. (1996), “The role of outcome quality as a determinant of overall service quality in
different categories of services industries: an empirical investigation”, The Journal of
Services Marketing, Vol. 10 No. 2, pp. 5-25.
Price, L.L., Arnould, E.J. and Tierney, P. (1995), “Going to extremes: managing service encounters
and assessing provider performance”, Journal of Marketing, Vol. 59 No. 2, pp. 83-97.
Pritchard, M.P. (1991), “Development of the psychological commitment instrument (PCI) for
measuring travel service loyalty”, unpublished doctoral thesis, University of Oregon.
Pritchard, M.P., Havitz, M.E. and Howard, D.R. (1999), “Analyzing the commitment-loyalty link
in service contexts”, Journal of the Academy of Marketing Science, Vol. 27 No. 3, pp. 333-48.
Rao, A.R. and Monroe, K.B. (1988), “The moderating effect of prior knowledge on cue utilization
in product evaluations”, Journal of Consumer Research, Vol. 15 No. 2, pp. 253-64.
Ravald, A. and Grönroos, C. (1996), “The value concept and relationship marketing”, European
Reichheld, F.F. (1996), “Learning from customer defections”, Harvard Business Review, Vol. 74
No. 2, pp. 56-69.
Roberts, J.H. and Lattin, J.M. (1991), “Development and testing of a model of consideration set
composition”, Journal of Marketing Research, Vol. 28 No. 4, pp. 429-40.
Roberts, J.H. and Lattin, J.M. (1997), “Consideration: review of research and prospects for future
insights”, Journal of Marketing Research, Vol. 34 No. 3, pp. 406-10.
Roest, H. and Pieters, R. (1997), “The nomological net of perceived service quality”, International
Journal of Service Industry Management, Vol. 8 No. 4, pp. 336-51.
Roselius, T. (1971), “Consumer rankings of risk reduction methods”, Journal of Marketing, Vol. 35
No. 1, pp. 56-61.
Rosen, D.E. and Surprenant, C. (1998), “Evaluating relationships: are satisfaction and quality
enough?”, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 103-25.
EJM Roy, R., Chintagunta, P.K. and Haldar, S. (1996), “A framework for investigating habits, ‘the
hands of the past,’ and heterogeneity in dynamic brand choice”, Marketing Science, Vol. 15
37,11/12 No. 3, pp. 280-99.
Rust, R.T. and Zahorik, A.J. (1993), “Customer satisfaction, customer retention and market
share”, Journal of Retailing, Vol. 69 No. 2, pp. 193-215.
Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), “Return on quality (ROQ): making service
1796 quality financially accountable”, Journal of Marketing, Vol. 59 No. 2, pp. 58-70.
Selnes, F. (1998), “Antecedents and consequences of trust and satisfaction in buyer-seller
relationships”, European Journal of Marketing, Vol. 32 No. 3/4, pp. 305-22.
Sharma, N. and Patterson, P.G. (2000), “Switching costs, alternative attractiveness and
experience as moderators of relationship commitment in professional, consumer services”,
International Journal of Service Industry Management, Vol. 11 No. 5, pp. 470-90.
Sheppard, B.H., Hartwick, J. and Warshaw, P.R. (1988), “The theory of reasoned action: a
meta-analysis of past research with recommendations for modifications and future
research”, Journal of Consumer Research, Vol. 15 No. 3, pp. 325-43.
Shocker, A.D., Ben-Akiva, M., Boccara, B. and Nedungadi, P. (1991), “Consideration set
influences on consumer decision-making and choice: issues, models and suggestions”,
Marketing Letters, Vol. 2 No. 3, pp. 181-97.
Singh, J. (1991), “Understanding the structure of consumers’ satisfaction evaluations of service
delivery”, Journal of The Academy of Marketing Science, Vol. 19 No. 3, pp. 223-44.
Sinha, I. and DeSarbo, W.S. (1998), “An integrated approach toward the spatial modeling of
perceived customer value”, Journal of Marketing Research, Vol. 35 No. 2, pp. 236-49.
Smith, A.K., Bolton, R.N. and Wagner, J. (1999), “A model of customer satisfaction with service
encounters involving failure and recovery”, Journal of Marketing Research, Vol. 36 No. 3,
pp. 356-72.
Smith Gooding, S.K. (1995), “Quality, sacrifice, and value in hospital choice”, Journal of Health
Care Marketing, Vol. 15 No. 4, pp. 24-31.
Söderlund, M. (1998), “Customer satisfaction and its consequences on customer behaviour
revisited”, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 169-88.
Spreng, R.A. and Mackoy, R.D. (1996), “An empirical examination of a model of perceived service
quality and satisfaction”, Journal of Retailing, Vol. 72 No. 2, pp. 201-14.
Srinivasan, M. (1996), “New insights into switching behavior”, Marketing Research, Vol. 8 No. 3,
pp. 27-33.
Stafford, M.R. and Wells, B.P. (1996), “The effect of demographic variables on perceived claims
service quality”, Journal of Insurance Issues, Vol. 19 No. 2, pp. 163-82.
Stafford, M.R., Stafford, T.F. and Wells, B.P. (1998), “Determinants of service quality and
satisfaction in the auto casualty claims process”, The Journal of Services Marketing, Vol. 12
No. 6, pp. 426-40.
Stauss, B. and Neuhaus, P. (1997), “The qualitative satisfaction model”, International Journal of
Service Industry Management, Vol. 8 No. 3, pp. 236-49.
Storbacka, K., Strandvik, T. and Grönroos, C. (1994), “Managing customer relationships for
profit: the dynamics of relationship quality”, International Journal of Service Industry
Stum, D.L. and Thiry, A. (1991), “Building customer loyalty”, Training and Development Journal,
April, pp. 34-6.
Swan, J.E. and Oliver, R.L. (1989), “Postpurchase communications by consumers”, Journal of Customer
Swan, J.E. and Trawick, I.F. (1981), “Disconfirmation of expectations and satisfaction with a
repurchase
retail service”, Journal of Retailing, Vol. 57 No. 3, pp. 49-67. intention
Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1999), “The role of perceived risk in the
quality-value relationship: a study in a retail environment”, Journal of Retailing, Vol. 75
No. 1, pp. 77-105. 1797
Szymanski, D.M. and Henard, D.H. (2001), “Customer satisfaction: a meta-analysis of the
empirical evidence”, Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.
Takala, T. and Uusitalo, O. (1996), “An alternative view of relationship marketing: a framework
for ethical analysis”, European Journal of Marketing, Vol. 30 No. 2, pp. 45-60.
Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service
complaint experiences: implications for relationship marketing”, Journal of Marketing,
Vol. 62 No. 2, pp. 60-77.

Taylor, S.A. and Baker, T.L. (1994), “An assessment of the relationship between service quality
and customer satisfaction in the formation of consumers’ purchase intentions”, Journal of
Taylor, S.A. and Cronin, J.J. Jr (1994), “Modelling patient satisfaction and service quality”,
Journal of Health Care Marketing, Vol. 14 No. 1, pp. 34-44.
Voss, G.B., Parasuraman, A. and Grewal, D. (1998), “The roles of price, performance, and
expectations in determining satisfaction in service exchanges”, Journal of Marketing,
Vol. 62 No. 4, pp. 46-61.
Wells, B.P. and Stafford, M.R. (1995), “Service quality in the insurance industry”, Journal of
Insurance Regulation, Vol. 13 No. 4, pp. 462-77.
Wels-Lips, I., van der Ven, M. and Pieters, R. (1998), “Critical services dimensions: an empirical
investigation across six industries”, International Journal of Service Industry
Westbrook, R.A. (1987), “Product/consumption-based affective responses and postpurchase
processes”, Journal of Marketing Research, Vol. 24 No. 3, pp. 258-70.
Westbrook, R.A. and Oliver, R.L. (1981), “Developing better measures of consumer satisfaction:
some preliminary results”, in Monroe, K.B. (Ed.), Advances in Consumer Research, Vol. 8,
Association for Consumer Research, Ann Arbor, MI, pp. 94-9.
Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of
the Academy of Marketing Science, Vol. 25 No. 2, pp. 139-53.
Woodside, A.G., Frey, L.L. and Daly, R.T. (1989), “Linking service quality, customer satisfaction,
and behavioral intention”, Journal of Health Care Marketing, Vol. 9 No. 4, pp. 5-17.
Zahorik, A.J. and Rust, R.T. (1992), “Modeling the impact of service quality on profitability: a
review”, in Swartz, T.A., Brown, D.E. and Brown, S.W. (Eds), Advances in Services
Marketing and Management, Vol. 1, JAI Press, Greenwich, CT, pp. 247-76.
Zeithaml, V.A. (1988), “Consumer perceptions of price, quality, and value: a means-ends model
and synthesis of evidence”, Journal of Marketing, Vol. 52 No. 3, pp. 2-22.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service
quality”, Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
EJM Appendix
37,11/12
Factor Variable Question
Perceived quality 1 The company employees (agent) tell me exactly when
services will be performed
1798 2 The company employees (agent) give me prompt service
3 The company employees (agent) are always willing to help
me
4 The behaviour of the company employees (agent) gives me
confidence
5 The company employees (agent) understand my specific
needs
Perceived value 6 The $ premium cost for the company’s insurance is low,
compared to other car insurance companies OR the fees

charged for my superannuation policy are low, compared to
other financial service companies
7 The flexibility of the company’s insurance (superannuation)
is sufficient to meet my needs
8 The company’s insurance policy provides additional
financial benefits and assistance OR my superannuation
fund provides me with a high investment return
9 I can readily understand the exclusions in the insurance
policy document OR I can readily understand the
superannuation policy document
10 I regard the policy premium as acceptable OR I regard the
company’s superannuation charges as acceptable
11 I consider [company name] car insurance to be a good buy
OR I consider the superannuation to be a good investment
Perceived equity 12 I have been treated right by the company (treated justly and
honestly)
13 I have been treated fairly by the company
Customer satisfaction 14 My decision to purchase car insurance (superannuation)
from the company was a wise one
15 I feel good about my decision to purchase the company’s car
insurance (superannuation)
16 I am pleased that I purchased car insurance
(superannuation) from the company
17 I would positively recommend the company’s car insurance
(superannuation) to other people
Customer loyaltya
(1) Expenditure ratio 28 Over the last three years, have you purchased all of your car
insurance from (company name)? (If yes, then go to next
section). OR Over the last three years, have you made
superannuation contributions only to your present financial
services company and to no other company? (Do not include
Table AI.
employer contributions.) (If your answer is yes, then go to
Variable questions for the next section of the questionnaire.)
the research model
factors (continued)
Factor Variable Question Customer
repurchase
28 Over the last three years, how much of your total
expenditure on car insurance (to all companies), have you intention
spent with (company name)? Or Over the last three years,
how much of your total superannuation contributions [to all
companies], has been made to your present financial services
company? (Do not include employer contributions) 1799
(2) Patronage ratio 29 How many insurance companies can you name that compete
against (company name) for car insurance customers? (write
names or initials of companies, eight spaces provided). OR
How many financial services companies can you name that
offer superannuation plans, besides your present financial
services company? (write names or initials of companies,

eight spaces provided.)
29 Over the last three years, how many companies [including
(company name)], have you purchased car insurance from?
Or Over the Last three years, how many companies
[including, your present financial services company], have
you made superannuation contributions to? (Do not include
employer contributions)
Expected switching 18 What level of $ costs do you feel would be incurred in

cost switching to another car insurance (superannuation)
company?
19 What amount of inconvenience do you feel would be
incurred in arranging to switch to another car insurance
(superannuation) company?
20 What amount of time do you feel would be involved in
arranging to switch to another car insurance
(superannuation) company?
21 What is the likelihood that you will lose money if you switch
to another car insurance (superannuation) company?
Brand preference 22 [Company name] meets my car insurance (superannuation)

requirements better than other companies
23 I am interested in trying car insurance (superannuation)
from another company. [Scale reversed for this negatively
expressed item]
24 I intend, in the near future, to replace my [company name]
insurance (superannuation) with car insurance
(superannuation) from another company. [Scale reversed for
this negatively expressed item]
Repurchase intention 25 Do you intend to continue to purchase, at least the same

amount, of car insurance from (company name) over the next
12 months? Or Do you intend to continue to contribute, at
least the same amount, to personal superannuation from
your present financial services company over the next 12
months?
(continued) Table AI.
EJM Factor Variable Question
37,11/12
26 All things considered, how likely is it that you will actually
purchase, at least the same amount, of car insurance from
(company name) over the next 12 months? Or All things
considered, how likely is it that you will actually contribute,
at least the same amount, to personal superannuation from
1800 your present financial services company over the next 12
months?
27 What are the chances in ten that you will continue to
purchase, at least the same amount, of car insurance from
(company name) over the next 12 months? Or What are the
chances in ten that you will continue to contribute, at least
the same amount to personal superannuation from your
present financial services company over the next 12 months?
[11-point Likert scale adjusted to a seven-point scale]

Notes: aThe loyalty index, adapted from Burford et al. (1971), is given by: Li=7 [bi (n+12 pi/n)]1/2
Where: Li is the loyalty of the ith customer towards a particular service, measured on a scale of
0.25-7.00. The minimum value of the customer loyalty index is when bi = 0.01, n = 8 and pi = 8,
and the maximum value is when bi = 1, n = 8 and pi = 1. bi is the fraction of the budget for the
service class allocated to the particular firm’s service during the survey period, by the ith
customer. (For six superannuation respondents, plus 0.01 was added to nil superannuation
contributions, to prevent an index of zero). pi is the number of firms patronised for the designated
service, by the ith customer during the survey period. n is the number of firms (to a maximum of
eight) named by the respondent, as providing the designated financial service. Plus one is added
to the numerator of the patronage ratio to prevent division into zero, which would result in an
Table AI. index of zero
This article has been cited by:
1. Hung-Che Wu, Ching-Chan Cheng, Chi-Han Ai. 2018. An empirical analysis of green switching
intentions in the airline industry. Journal of Environmental Planning and Management 61:8, 1438-1468.
[Crossref]
2. Muhammad Rifki Shihab, Dimas Maulana, Achmad Nizar Hidayanto. 2018. Determinants of Repurchase
Intention in C2C E-Commerce. Information Resources Management Journal 31:3, 54-76. [Crossref]
3. Jong Hee Park, Thi Bich Hanh Tran. 2018. Internal marketing, employee customer-oriented behaviors,
and customer behavioral responses. Psychology & Marketing 35:6, 412-426. [Crossref]
4. Taeshik Gong, Youjae Yi. 2018. The effect of service quality on customer satisfaction, loyalty, and
happiness in five Asian countries. Psychology & Marketing 35:6, 427-442. [Crossref]
5. DarziMushtaq Ahmad, Mushtaq Ahmad Darzi, BhatSuhail Ahmad, Suhail Ahmad Bhat. Personnel
capability and customer satisfaction as predictors of customer retention in the banking sector. International
Journal of Bank Marketing, ahead of print. [Abstract] [Full Text] [PDF]

6. Kai Jiang, Sherriff Ting-kwong Luk, Silvio Cardinali. 2018. The role of pre-consumption experience
in perceived value of retailer brands: Consumers' experience from emerging markets. Journal of Business
Research 86, 374-385. [Crossref]
7. Shihyu Chou, Chi-Wen Chen. The influences of relational benefits on repurchase intention in service
contexts: The roles of gratitude, trust and commitment. Journal of Business & Industrial Marketing 0:ja,
00-00. [Abstract] [PDF]
8. Wen-Jung Chang, Shu-Hsien Liao, Yu-Chun Chung, Hung-Pin Chen. 2018. Service quality, experiential
value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total
Quality Management & Business Excellence 2, 1-21. [Crossref]
9. Salmi Mohd Isa, Phaik Nie Chin, Nurul Ulfah Mohammad. Muslim tourist perceived value: a study on
Malaysia Halal tourism. Journal of Islamic Marketing 0:ja, 00-00. [Abstract] [PDF]
10. Lei Ouyang, Eric Hungenberg, Dianna Gray. 2018. Does a Satisfied Customer Care about Price? The Link
between Customer Satisfaction and Price Sensitivity in the Commercial Martial Arts Industry. Journal of
Global Sport Management 67, 1-21. [Crossref]
11. Etemad-SajadiReza, Reza Etemad-Sajadi. 2018. Are customers ready to accept revenue management
practices in the restaurant industry?. International Journal of Quality & Reliability Management 35:4,
846-856. [Abstract] [Full Text] [PDF]
12. Hung Che Wu, Ching Chan Cheng. 2018. An Empirical Analysis of Tourists’ Switching Intention: The
Case of Jiufen. Journal of China Tourism Research 14:2, 193-220. [Crossref]
13. Yulia W. Sullivan, Dan J. Kim. 2018. Assessing the effects of consumers’ product evaluations and trust
on repurchase intention in e-commerce environments. International Journal of Information Management
39, 199-219. [Crossref]
14. Jiaojiao Luo, Xiaoling Zhang, Yuzhe Wu, Jiahui Shen, Liyin Shen, Xiaoshi Xing. 2018. Urban land
expansion and the floating population in China: For production or for living?. Cities 74, 219-228.
[Crossref]
15. Farnaz Haider, Mhd Shamsuzzama. 2018. Mathematical model of policy holder switching within the
life insurance market. International Journal of Management Science and Engineering Management 4, 1-6.
[Crossref]
16. Hui Sang, Fei Xue, Jinling Zhao. 2018. What Happens When Satisfied Customers Need Variety? –Effects
Of Purchase Decision Involvement and Product Category on Chinese Consumers' Brand-Switching
Behavior. Journal of International Consumer Marketing 44, 1-10. [Crossref]
17. Jin-A Kim, Yun-Kyoung Oh. 2018. Purchase Behavior and Satisfaction of Online-only Brand Cosmetics.
Asian Journal of Beauty and Cosmetology 16:1, 32-41. [Crossref]
18. Mar Gómez, Alejandra C. Fernández, Arturo Molina, Evangelina Aranda. 2018. City branding in European
capitals: An analysis from the visitor perspective. Journal of Destination Marketing & Management 7,
190-201. [Crossref]
19. Shaojung Sharon Wang, Yu-Ching Lin, Ting-Peng Liang. 2018. Posts that attract millions of fans: The
effect of brand-post congruence. Electronic Commerce Research and Applications 28, 73-85. [Crossref]
20. RambocasMeena, Meena Rambocas, KirpalaniVishnu M., Vishnu M. Kirpalani, SimmsErrol, Errol
Simms. 2018. Brand equity and customer behavioral intentions: a mediated moderated model.
International Journal of Bank Marketing 36:1, 19-40. [Abstract] [Full Text] [PDF]
21. Seung Hyun Lee, Jaeyong Lee. 2018. Nickel and dime guests for amenities: exploring guests’ perceptions
of resort fees. Journal of Revenue and Pricing Management 17:1, 20-31. [Crossref]
22. RahmanMuhammad Sabbir, Muhammad Sabbir Rahman, Abdel FattahFadi Abdel Muniem, Fadi
Abdel Muniem Abdel Fattah, ZamanMahmud, Mahmud Zaman, HassanHasliza, Hasliza Hassan. 2018.
Customer’s patronage decision toward health insurance products. Asia Pacific Journal of Marketing and
Logistics 30:1, 62-83. [Abstract] [Full Text] [PDF]
23. PimpãoPedro, Pedro Pimpão, CorreiaAntónia, Antónia Correia, DuqueJoão, João Duque, ZorrinhoJosé
Carlos, José Carlos Zorrinho. 2018. Social diffusion and loyalty programs: a path to succeed. International
Journal of Contemporary Hospitality Management 30:1, 475-494. [Abstract] [Full Text] [PDF]
24. Estelle van Tonder, Daniël Johannes Petzer. 2018. The interrelationships between relationship marketing
constructs and customer engagement dimensions. The Service Industries Journal 1. [Crossref]
25. Murali Swapana, Chandrasekaran Padmavathy. 2018. Relationships Among Dimensions of Online
Second-Hand Shopping, Satisfaction, and Repurchase Intention. International Journal of E-Business
Research 14:1, 89-102. [Crossref]
26. Xiangdong Shen, Byung-Ryul Bae. 2018. The Effect of Coffee Shop's Servicescape on the Customer
Loyalty - Focused on Jeonju Area. Journal of Industrial Distribution & Business 9:3, 89. [Crossref]
27. Park Thaichon, Charles Jebarajakirthy, Puja Tatuu, Rahul Gautam Gajbhiyeb. 2018. Are You a Chocolate
Lover? An Investigation of the Repurchase Behavior of Chocolate Consumers. Journal of Food Products
Marketing 24:2, 163. [Crossref]
28. Heesup Han, JungHoon (Jay) Lee, Jinsoo Hwang. 2018. A study of brand prestige in the casino industry:
The moderating role of customer involvement. Tourism and Hospitality Research 18:1, 96-106. [Crossref]
29. Hongwei Liu, Yujing Chen, Yong Zha, Liuyi Ling, Dong Wang. 2018. The Effect of Satisfaction
on Loyalty in Consumption and Service Industry Based on Meta-analysis and It’s Algorithm. Wireless
Personal Communications . [Crossref]
30. Yun-Sil Cho. 2017. An Influence of Shop’s Physical Environment on the Customer Satisfaction and
Loyalty. Journal of Korean Ophthalmic Optics Society 22:4, 323-330. [Crossref]
31. İlke Başarangil. 2017. The relationships between the factors affecting perceived service quality,
satisfaction and behavioral intentions among theme park visitors. Tourism and Hospitality Research 2,
146735841666456. [Crossref]
32. Xinran Y. Lehto, Xiaoxiao Fu, Ksenia Kirillova, Chen Bi. 2017. What do Parents Look for in an Overseas
Youth Summer Camp? Perspectives of Chinese Parents. Journal of China Tourism Research 26, 1-22.
[Crossref]
33. Gabriel Sperandio Milan, Vinicius Zanchet de Lima, Luciene Eberle, Deonir De Toni. 2017.
ANTECEDENTES DA INTENÇÃO DE RECOMPRA DE UMA MARCA DE SMARTPHONES.
REAd. Revista Eletrônica de Administração (Porto Alegre) 23:3, 147-172. [Crossref]
34. Lenka van Riemsdijk, Paul Ingenbleek, Hans van Trijp, Gerrita van der Veen. 2017. Marketing Animal-
Friendly Products: Addressing the Consumer Social Dilemma with Reinforcement Positioning Strategies.
Animals 7:12, 98. [Crossref]
35. Ki-Jae Song, Gitae Yeo. 2017. A Study on the Influence of International Freight Forwarders' Service
Quality and Price Competitiveness on Customer Loyalty: the Case of South Korea. Korean Journal of
Logistics 25:4, 107-132. [Crossref]
36. Yi-Shun Wang, Shin-jeng Lin, Ci-Rong Li, Timmy H. Tseng, Hsien-Ta Li, Jia-Yang Lee. 2017.
Developing and validating a physical product e-tailing systems success model. Information Technology and
Management 10. . [Crossref]
37. SaleemMuhammad Abid, Muhammad Abid Saleem, ZahraSadaf, Sadaf Zahra, YaseenAsif, Asif Yaseen.
2017. Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry.
Asia Pacific Journal of Marketing and Logistics 29:5, 1136-1159. [Abstract] [Full Text] [PDF]
38. Jaeki Song, Junghwan Kim, Kwangmin Cho. 2017. Understanding users’ continuance intentions to use
smart-connected sports products. Sport Management Review . [Crossref]
39. Selma Kadic-Maglajlic, Milena Micevski, Maja Arslanagic-Kalajdzic, Nick Lee. 2017. Customer and
selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions: A multi-
level approach. Journal of Business Research 80, 53-62. [Crossref]
40. MombeuilClaudel, Claudel Mombeuil, FotiadisAnestis K., Anestis K. Fotiadis. 2017. Assessing the effect
of customer perceptions of corporate social responsibility on customer trust within a low cultural trust
context. Social Responsibility Journal 13:4, 698-713. [Abstract] [Full Text] [PDF]
41. Chen-Kuo Pai, Zi Yi Wang, Shun-Hsing Chen. 2017. Measuring the effect of ubiquitous Internet success
on travelers’ perceived value and overall tourism destination satisfaction. International Journal of Tourism
Sciences 17:4, 298-315. [Crossref]
42. Hung-Che Wu, Ching-Chan Cheng, Chi-Han Ai. 2017. A Study of Experiential Quality, Equity,
Happiness, Rural Image, Experiential Satisfaction, and Behavioral Intentions for the Rural Tourism
Industry in China. International Journal of Hospitality & Tourism Administration 18:4, 393-428. [Crossref]
43. Santiago Correa, Ana-Maria Parente-Laverde. 2017. Consumer Ethnocentrism, Country Image and Local
Brand Preference: The Case of the Colombian Textile, Apparel and Leather Industry. Global Business
Review 18:5, 1111-1123. [Crossref]
44. Fuentes-BlascoMaría, María Fuentes-Blasco, Moliner-VelázquezBeatriz, Beatriz Moliner-Velázquez,
Servera-FrancésDavid, David Servera-Francés, Gil-SauraIrene, Irene Gil-Saura. 2017. Role of marketing
and technological innovation on store equity, satisfaction and word-of-mouth in retailing. Journal of
Product & Brand Management 26:6, 650-666. [Abstract] [Full Text] [PDF]
45. GrayDavid M., David M. Gray, D’AlessandroSteven, Steven D’Alessandro, JohnsonLester W., Lester W.
Johnson, CarterLeanne, Leanne Carter. 2017. Inertia in services: causes and consequences for switching.
Journal of Services Marketing 31:6, 485-498. [Abstract] [Full Text] [PDF]
46. AmoakoGeorge Kofi, George Kofi Amoako, AnabilaPeter, Peter Anabila, Asare EffahEbenezer, Ebenezer
Asare Effah, KumiDesmond Kwadjo, Desmond Kwadjo Kumi. 2017. Mediation role of brand preference
on bank advertising and customer loyalty. International Journal of Bank Marketing 35:6, 983-996.
[Abstract] [Full Text] [PDF]
47. 김김김, 김김김, 김김김. 2017. The Study on Customer Citizenship Behavior in Service Industry: Focus on the
Economical Motivation and Emotional Motivation. Journal of Korea Service Management Society 18:3,
201-226. [Crossref]
48. Yu-Shan Lin. 2017. Causal complexity for passengers’ intentions to re-ride. Quality & Quantity 51:5,
1925-1937. [Crossref]
49. Ju-Hee Kim, Jong Ho Lee, Kyoung-Ku Kang. 2017. A Study on the Selection Attributes for Restaurant,
Customer Satisfaction, and Recommendation Intention on Traveling Domestic Tourists:Targeting
Tourists for Rail-ro Tickets. Culinary Science & Hospitality Research 23:6, 27-35. [Crossref]
50. Li-Wen Chuang, Shu-Ping Chiu. Analysis on Consumer’s Repurchase Intention of Online Shopping
155-158. [Crossref]
51. Li-Wen Chuang, Shu-Ping Chiu. Analysis on Consumer Repeat Purchase Behavior of Buying Green
Products 145-148. [Crossref]
52. Hernandez-OrtegaBlanca, Blanca Hernandez-Ortega, Aldas-ManzanoJoaquin, Joaquin Aldas-Manzano,
Ruiz-MafeCarla, Carla Ruiz-Mafe, Sanz-BlasSilvia, Silvia Sanz-Blas. 2017. Perceived value of advanced
mobile messaging services. Information Technology & People 30:2, 324-355. [Abstract] [Full Text] [PDF]
53. 김김김, 김김김. 2017. Nail Shop Service Quality: Effect on Female Customer Satisfaction and Intent to Revisit.
Journal of Investigative Cosmetology 13:2, 153-159. [Crossref]
54. KiChungwha, Chungwha Ki, LeeKangbok, Kangbok Lee, KimYoun-Kyung, Youn-Kyung Kim. 2017.
Pleasure and guilt: how do they interplay in luxury consumption?. European Journal of Marketing 51:4,
55. Antonio Carrizo Moreira, Pedro Miguel Freitas, Víctor Manuel Ferreira. 2017. The effects of brand
experiences on quality, satisfaction and loyalty: an empirical study in the telecommunications multiple-
play service market. Revista Innovar Journal Revista de Ciencias Administrativas y Sociales 27:64, 23-36.
[Crossref]
56. Alhassan G. Mumuni, Mushtaq Luqmani, Zahir A. Quraeshi. 2017. Telecom market liberalization and
service performance outcomes of an incumbent monopoly. International Business Review 26:2, 214-224.
[Crossref]
57. LinChun-Nan, Chun-Nan Lin, WangHsiu-Yu, Hsiu-Yu Wang. 2017. Understanding users’ switching
intentions and switching behavior on social networking sites. Aslib Journal of Information Management
69:2, 201-214. [Abstract] [Full Text] [PDF]
58. Danny Tengti Kao, Pei-Hsun Wu, Annie Pei-I Yu. 2017. The impact of construal level on brand
preferences: Ad metaphors and brand biography as moderators. Asia Pacific Management Review 22:1,
52-59. [Crossref]
59. 김김김, 김김김, Seok-Oh Jeong. 2017. A Study on the Effect of Social Value of Traditional Market on
Satisfaction, Loyalty and Local Attachment. Journal of Distribution Science 15:2, 59-68. [Crossref]
60. Sunhee Seo, Nara Yun, Og Yeon Kim. 2017. Destination food image and intention to eat destination
foods: a view from Korea. Current Issues in Tourism 20:2, 135-156. [Crossref]
61. Gabriel Sperandio Milan, Vinicius Zanchet de Lima, Luciene Eberle, Deonir De Toni, Suélen Bebber.
2017. Repurchase intent antecedents of a competitive brand in the smartphones segment. Journal of
Marketing Communications 1-20. [Crossref]
62. Tracy Meyer, Donald C. Barnes, Scott B. Friend. 2017. The role of delight in driving repurchase
intentions. Journal of Personal Selling & Sales Management 37:1, 61-71. [Crossref]
63. Norazah Mohd Suki. 2017. Green products usage: structural relationships on customer satisfaction and
loyalty. International Journal of Sustainable Development & World Ecology 24:1, 88-95. [Crossref]
64. Heesup Han, Seung-Woo Choo, JungHoon (Jay) Lee, Jinsoo Hwang. 2017. Examining the Influence of
Rapport between Players and Dealers on Customer Satisfaction, Revisit Intentions, and Word-of-Mouth
in the Casino Industry: The Moderating Role of Gender. Journal of Quality Assurance in Hospitality &
Tourism 18:1, 107-123. [Crossref]
65. María de los Ángeles Tenor Peña, Jesús Claudio Pérez Gálvez, Tomás López-Guzmán, Miguel Jesús
Medina Viruel. 2017. Segmentation and Perceived Value of a Tourist Destination: The Case of Dominican
Republic. Mediterranean Journal of Social Sciences 8:5. . [Crossref]

66. Yu Wang. 2017. Antecedents of Social Network Trust in SNS Usage: The Moderating Role of Offline
Familiarity. Social Networking 06:02, 107-134. [Crossref]
67. Nastaran Hajiheydari, Babak Hazaveh Hesar Maskan, Mahdi Ashkani. 2017. Factors Affecting Loyalty
of Mobile Social Networks' Users. International Journal of E-Business Research 13:1, 66-81. [Crossref]
68. Jae-yeong Kim, 김김김. 2017. Effect of Price Image on Post-purchase Satisfaction and Repatronage
Intention: Mediating Role of Price Fairness. Journal of Distribution Science 15:1, 71-81. [Crossref]
69. Alexander Wollenberg, Lidia Waty. 2017. Perceived Value and Transportation Preferences: A Study of
the Ride-Hailing Transportation Sector in Jakarta. Journal of Economics, Business and Management 5:3,
138-142. [Crossref]
70. Jeonmi Ko, Eunju Ko. 2016. The Effects of Multi-channel Attributes of Dongdaemun-based Fashion
Brands on Customer Equity. Fashion & Textile Research Journal 18:6, 800-811. [Crossref]
71. . References 351-410. [Citation] [Enhanced Abstract] [PDF] [PDF]
72. Teng-Yuan Hsiao. 2016. Developing a dual-perspective low-carbon tourism evaluation index system for
travel agencies. Journal of Sustainable Tourism 24:12, 1604-1623. [Crossref]
73. Araceli Picón-Berjoyo, Carolina Ruiz-Moreno, Ignacio Castro. 2016. A mediating and multigroup analysis
of customer loyalty. European Management Journal 34:6, 701-713. [Crossref]
74. Hung-Che Wu, Chi-Han Ai. 2016. Synthesizing the effects of experiential quality, excitement, equity,
experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island. Journal
of Hospitality and Tourism Management 29, 41-59. [Crossref]
75. MatuteJorge, Jorge Matute, Polo-RedondoYolanda, Yolanda Polo-Redondo, UtrillasAna, Ana Utrillas.
2016. The influence of EWOM characteristics on online repurchase intention. Online Information Review
76. WorluRowland, Rowland Worlu, KehindeOladele Joseph, Oladele Joseph Kehinde, BorishadeTaiye Tairat,
Taiye Tairat Borishade. 2016. Effective customer experience management in health-care sector of Nigeria.
International Journal of Pharmaceutical and Healthcare Marketing 10:4, 449-466. [Abstract] [Full Text]
[PDF]
77. Jiseon Ahn, Jungkun Park. 2016. Product-to-Service Extension: The Impact of Brand Equity on Upscaled
Service. Human Factors and Ergonomics in Manufacturing & Service Industries 26:6, 728-739. [Crossref]
78. Hyun-Jee Park, Jung-Hwan Park, Am-Suk Oh, Young-Ha Kim, Bong-Kyu Park. 2016. Analysis of
Relationship between Tourism Information Search Motivation, Tourism Omni-Channel Satisfaction:
Considering the Moderator Effects of Tourism Experience and Perceived Risk. Journal of Digital
Convergence 14:10, 147-158. [Crossref]
79. Jinsoo Hwang, Heesup Han. 2016. A Model of Brand Prestige Formation in the Casino Industry. Journal
of Travel & Tourism Marketing 33:8, 1106-1123. [Crossref]
80. Yoga Nurdani, Puspa Indahati Sandhyaduhita. Impact of express delivery service quality towards
repurchase intention by B2C and C2C: A case of Indonesia 221-227. [Crossref]
81. Lizbeth Salgado Beltrán, Joel Enrique Espejel Blanco. 2016. Análisis del estudio de las relaciones causales
en el marketing. Revista Innovar Journal Revista de Ciencias Administrativas y Sociales 26:62, 79. [Crossref]
82. WuHung-Che, Hung-Che Wu, AiChi-Han, Chi-Han Ai, ChengChing-Chan, Ching-Chan Cheng.
2016. Synthesizing the effects of green experiential quality, green equity, green image and green
experiential satisfaction on green switching intention. International Journal of Contemporary Hospitality
Management 28:9, 2080-2107. [Abstract] [Full Text] [PDF]

83. Asli D.A. Tasci. 2016. A critical review of consumer value and its complex relationships in the consumer-
based brand equity network. Journal of Destination Marketing & Management 5:3, 171-191. [Crossref]
84. Ramon Palau-Saumell, Santiago Forgas-Coll, Carlos Mario Amaya-Molinar, Javier Sánchez-García. 2016.
Examining How Country Image Influences Destination Image in a Behavioral Intentions Model: The
Cases of Lloret De Mar (Spain) and Cancun (Mexico). Journal of Travel & Tourism Marketing 33:7,
949-965. [Crossref]
85. Reza Etemad-Sajadi. 2016. The impact of online real-time interactivity on patronage intention: The use
of avatars. Computers in Human Behavior 61, 227-232. [Crossref]
86. Alexander Nolte, Eike Bernhard, Jan Recker, Fabian Pittke, Jan Mendling. 2016. Repeated use of process
models: The impact of artifact, technological, and individual factors. Decision Support Systems 88, 98-111.
[Crossref]
87. Seung-Lee Kim. 2016. Effects of Perceived Value of International Airport Visitors on their Satisfaction,
Revisit and Recommendation Intention. Journal of the Korea Society of Computer and Information 21:7,
67-75. [Crossref]
88. Rafael Curras-Perez, Isabel Sanchez-Garcia. 2016. Antecedents and Consequences of Consumer
Commitment in Traditional and Low-Cost Airlines. Journal of Travel & Tourism Marketing 33:6,
899-911. [Crossref]
89. Ramon Palau-Saumell, Santiago Forgas-Coll, Javier Sánchez-García. 2016. The Role of Emotions in a
Model of Behavioral Intentions of Visitors to the Gaudí Historic House Museums in Barcelona, Spain.
Visitor Studies 19:2, 156-177. [Crossref]
90. Chin-Lung Hsu, Judy Chuan-Chuan Lin. 2016. Effect of perceived value and social influences on mobile
app stickiness and in-app purchase intention. Technological Forecasting and Social Change 108, 42-53.
[Crossref]
91. Cormac Bryce, Rob Webb, Carly Cheevers, P. Ring, G. Clark. 2016. Should the insurance industry
be banking on risk escalation for solvency II?. International Review of Financial Analysis 46, 131-139.
[Crossref]
92. Wei-Tsong Wang, Yi-Shun Wang, En-Ru Liu. 2016. The stickiness intention of group-buying websites:
The integration of the commitment–trust theory and e-commerce success model. Information &
Management 53:5, 625-642. [Crossref]
93. Mi Sun Jeong, Ji Eun Cha, Dong-Heon Jang. 2016. Impact of the Service Quality of Horseback Riding
Experience on Customer Satisfaction and Loyalty. Journal of Korean Society of Rural Planning 22:2,
131-140. [Crossref]
94. Chungwha Ki, Youn-Kyung Kim. 2016. Sustainable Luxury Fashion Consumption and the Moderating
Role of Guilt. Fashion, Industry and Education 14:1, 18-30. [Crossref]
95. Suk-Joon Park, K.T. Hwang. 2016. A Study on the Repurchase Intention of Customers in the Foreign
Direct Sales Internet Shopping Mall - Focused on the Japanese Customers -. Journal of Digital Convergence
14:6, 199-218. [Crossref]
96. Zeeshan Ahmad, Meng Jun, Imran Khan, Muhammad Abdullah, Tauqir Ahmad Ghauri. 2016.
Examining Mediating Role of Customer Loyalty for Influence of Brand Related Attributes on Customer
Repurchase Intention. Journal of Northeast Agricultural University (English Edition) 23:2, 89-96. [Crossref]
97. Laura Lucia-Palacios, Raúl Pérez-López, Yolanda Polo-Redondo. 2016. Enemies of cloud services usage:
inertia and switching costs. Service Business 10:2, 447-467. [Crossref]
98. Hyeon Gyu Jeon, Kun Chang Lee. 2016. Empirical Analysis Approach to Investigating how Consumer's
Continuance Intention to Use Online Store is Influenced by Uncertainty, Switching Cost, Offline Trust,
and Individual Negative Emotion: Emphasis on Offline-Online Multi-Channels. The Journal of the Korea
Contents Association 16:5, 428-439. [Crossref]
99. Ricardo Martínez-Cañas, Pablo Ruiz-Palomino, Jorge Linuesa-Langreo, Juan J. Blázquez-Resino. 2016.
Consumer Participation in Co-creation: An Enlightening Model of Causes and Effects Based on Ethical
Values and Transcendent Motives. Frontiers in Psychology 7. . [Crossref]
100. Reham Ebrahim, Ahmad Ghoneim, Zahir Irani, Ying Fan. 2016. A brand preference and repurchase
intention model: the role of consumer experience. Journal of Marketing Management 1-30. [Crossref]
101. Apostolos Giovanis, Pinelopi Athanasopoulou, Evangelos Tsoukatos. 2016. The role of corporate image
and switching barriers in the service evaluation process. EuroMed Journal of Business 11:1, 132-158.
102. Mohammad Reza Jalilvand, Javad Khazaei Pool, Simin Nasrolahi Vosta, Reza Verij Kazemi. 2016.
Antecedents and consequence of consumers’ attitude towards brand preference: evidence from the
restaurant industry. Anatolia 27:2, 167-176. [Crossref]
103. Majid Mohammad Shafiee, Reihaneh Alsadat Tabaeeian, Hoda Tavakoli. The effect of destination image
on tourist satisfaction, intention to revisit and WOM: An empirical research in Foursquare social media
1-8. [Crossref]
104. Sunho Lee. 2016. The Impact of Low Price Coffee Shop Service Quality, Brand Image on Revisit
Intention. Culinary Science & Hospitality Research 22:3, 44-54. [Crossref]
105. Seung-Lee Kim, Young-Shin Cho. 2016. Study on Internal Service Quality, Job Satisfaction and Customer
Satisfaction in Airline Industry. Journal of the Korea Society of Computer and Information 21:3, 113-121.
[Crossref]
106. Jin Han, Sang-Hyuk Han, Dong-Heon Jang. 2016. The Impacts of Service Quality of Local Food stores
on Customer Satisfaction and Revisit Intention. Journal of Korean Society of Rural Planning 22:1, 81-91.
[Crossref]
107. Jinsoo Hwang, Sunghyup Sean Hyun. 2016. Perceived Firm Innovativeness in Cruise Travelers’
Experience and Perceived Luxury Value: The Moderating Effect of Advertising Effectiveness. Asia Pacific
Journal of Tourism Research 21:sup1, S101-S128. [Crossref]
108. 김김김, 김김김. 2016. Brunch Cafe of Service Quality, Value Perception, and Customer Loyalty the Impact of
Relationship. Culinary Science & Hospitality Research 22:2, 1-12. [Crossref]
109. Seongun Jeon, Jonathan S. Kim. 2016. Effects of service failure on consumer responses across failure
types: A moderating role of intimacy. Australasian Marketing Journal (AMJ) 24:1, 46-53. [Crossref]
110. Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti, Medi
Yarmen. 2016. Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-
PSB). International Journal of Productivity and Performance Management 65:1, 25-41. [Abstract] [Full
Text] [PDF]
111. Tsu-Wei Yu, Lu-Ming Tseng. 2016. The role of salespeople in developing life insurance customer loyalty.
International Journal of Retail & Distribution Management 44:1, 22-37. [Abstract] [Full Text] [PDF]
112. Naehyun Jin, Sangmook Lee. 2016. The Impact of Restaurant Experiences on Mature and Nonmature
Customers: Exploring Similarities and Differences. International Journal of Hospitality & Tourism
Administration 17:1, 1-26. [Crossref]
113. David Gray, Steven D’Alessandro, Leanne Carter. The Influence of Inertia on Brand Switching Behaviour
779-787. [Crossref]
114. Nur Aina Abdul Jalil, Amily Fikry, Anizah Zainuddin. 2016. The Impact of Store Atmospherics, Perceived
Value, and Customer Satisfaction on Behavioural Intention. Procedia Economics and Finance 37, 538-544.
[Crossref]
115. Cristian Morosan, Agnes DeFranco. 2016. Co-creating value in hotels using mobile devices: A conceptual
model with empirical validation. International Journal of Hospitality Management 52, 131-142. [Crossref]
116. 김김김. 2016. The Impact of Food Quality on Experiential Value, Price Fairness, Water Park Image,
Satisfaction, and Behavioral Intention in Context of Water Park. Culinary Science & Hospitality Research
22:1, 87-95. [Crossref]
117. Insu Park, Jeewon Cho, H. Raghav Rao. 2015. The Dynamics of Pre- and Post-purchase Service and
Consumer Evaluation of Online Retailers: A Comparative Analysis of Dissonance and Disconfirmation
Models*. Decision Sciences 46:6, 1109-1140. [Crossref]
118. Mª. Ángeles Oviedo-García, Manuela Vega-Vázquez, Mario Castellanos-Verdugo. 2015. CRM and RQ
as key factors in retail setting services in an economic crisis context. The case of travel agencies. Service
Business 9:4, 663-685. [Crossref]
119. Apostolos Giovanis, Pinelopi Athanasopoulou, Evangelos Tsoukatos. 2015. The role of service fairness in
the service quality – relationship quality – customer loyalty chain. Journal of Service Theory and Practice
120. 김김김, 김김김, 김김김. 2015. Self-Efficacy and Self-Control Effects on Purchasing Intention of Annuity Savings
Plans: Considering Financial Literacy. Journal of Distribution Science 13:11, 69-77. [Crossref]
121. 김김김, 김김김. 2015. The effect of Chinese consumers’perceived service quality and Korean fashion product
quality on consumer satisfaction and repurchase intention - Based on Taobao buying service -. Journal
of Korea Design Forum null:49, 179-192. [Crossref]
122. Wing Yin Chan, Chester K.M. To, Wai Ching Chu. 2015. Materialistic consumers who seek unique
products: How does their need for status and their affective response facilitate the repurchase intention
of luxury goods?. Journal of Retailing and Consumer Services 27, 1-10. [Crossref]
123. Ki-Heung Yim, Zhi-Xuan Quan. 2015. A Study on the Effect of Satisfaction and Re-watch Intention of
Visitor in On-line Price Discounts and Musical Fame in the Convergence Industry of Service Management.
Journal of Digital Convergence 13:10, 157-163. [Crossref]
124. Joe Choon Yean Chai, Naresh K Malhotra, Satyabhusan Dash. 2015. The impact of relational bonding
on intention and loyalty. Journal of Hospitality and Tourism Technology 6:3, 203-227. [Abstract] [Full
Text] [PDF]
125. Myoungsun Suh, Hyoungeun Moon, Heesup Han, Sunny Ham. 2015. Invisible and Intangible, but
Undeniable: Role of Ambient Conditions in Building Hotel Guests’ Loyalty. Journal of Hospitality
Marketing & Management 24:7, 727-753. [Crossref]
126. 김김김, 김김김, 김김김. 2015. The Impact of Service Quality on Service Satisfaction and Store Loyalty: Service
Value as a Moderator. Journal of Distribution Science 13:10, 101-108. [Crossref]
127. Sang-Hyeop Lee, Jong Ho Lee, Kwan Elaine. 2015. The Influence of Foodscape on Young Generations’
Satisfaction and Behavioral Intentions in Cafés, Johor Bahru, Malaysia. Culinary Science & Hospitality
Research 21:5, 204-213. [Crossref]
128. Michela C. Mason, Andrea Moretti. 2015. Antecedents and moderators of golf tourists’ behavioral
intentions. EuroMed Journal of Business 10:3, 338-359. [Abstract] [Full Text] [PDF]
129. Joe Choon Yean Chai, Naresh K. Malhotra, Frank Alpert. 2015. A two-dimensional model of trust–value–
loyalty in service relationships. Journal of Retailing and Consumer Services 26, 23-31. [Crossref]
130. Daniele Lama, Gabriele Pizzi. 2015. L'effetto del packaging sulle percezioni di qualità del prodotto nel
mercato vinicolo. MERCATI E COMPETITIVITÀ :3, 61-82. [Crossref]
131. Danny Tengti Kao. 2015. Is Cinderella resurging? The impact of consumers' underdog disposition on
brand preferences: Underdog brand biography and brand status as moderators. Journal of Consumer
Behaviour 14:5, 307-316. [Crossref]
132. María de la Paz Toldos-Romero, Ma. Margarita Orozco-Gómez. 2015. Brand personality and purchase
intention. European Business Review 27:5, 462-476. [Abstract] [Full Text] [PDF]
133. Tri Widianti, Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini, Medi
Yarmen. 2015. Factors influencing the behavioral intention of public transport passengers. International
Journal of Quality & Reliability Management 32:7, 666-692. [Abstract] [Full Text] [PDF]
134. Milos Bigovic, Janez Prašnikar. 2015. Predicting tourists' behavioural intentions at the destination level.
Current Issues in Tourism 18:8, 744-764. [Crossref]
135. 김김김, Soo-Bum Lee. 2015. Effects of Service Conveniences on Perceived Value and Customer Voluntary
Behavioral Intention in Family Restaurants. Culinary Science & Hospitality Research 21:4, 155-174.
[Crossref]
136. Hasan A. Abbas, Hosny I. Hamdy. 2015. Determinants of continuance intention factor in Kuwait
communication market: Case study of Zain-Kuwait. Computers in Human Behavior 49, 648-657.
[Crossref]
137. Steven D'Alessandro, Lester Johnson, David M. Gray, Leanne Carter. 2015. The market performance
indicator: a macro understanding of service provider switching. Journal of Services Marketing 29:4, 302-313.
138. Chia-Ying Li. 2015. Switching barriers and customer retention. Journal of Service Theory and Practice
139. Naehyun (Paul) Jin, Ben Goh, Lynn Huffman, Jingxue Jessica Yuan. 2015. Predictors and Outcomes of
Perceived Image of Restaurant Innovativeness in Fine-Dining Restaurants. Journal of Hospitality Marketing
& Management 24:5, 457-485. [Crossref]
140. Norazah Mohd Suki. 2015. Customer environmental satisfaction and loyalty in the consumption of green
products. International Journal of Sustainable Development & World Ecology 22:4, 292-301. [Crossref]
141. Naehyun (Paul) Jin, Seungwon (Shawn) Lee, Ji-Hyun Jun. 2015. The role of brand credibility in
predicting consumers' behavioural intentions in luxury restaurants. Anatolia 26:3, 384-396. [Crossref]
142. Chengyan Yue, Shuoli Zhao, Christopher Cummings, Jennifer Kuzma. 2015. Investigating factors
influencing consumer willingness to buy GM food and nano-food. Journal of Nanoparticle Research 17:7. .
[Crossref]
143. Johan Anselmsson, Niklas Bondesson. 2015. Brand value chain in practise; the relationship between
mindset and market performance metrics: A study of the Swedish market for FMCG. Journal of Retailing
and Consumer Services 25, 58-70. [Crossref]
144. Juan Carlos Bustamante. 2015. Uso de variables mediadoras y moderadoras en la explicación de la lealtad
del consumidor en ambientes de servicios. Estudios Gerenciales 31:136, 299-309. [Crossref]
145. Jorge Matute Vallejo, Yolanda Polo Redondo, Ana Utrillas Acerete. 2015. Las características del boca-oído
electrónico y su influencia en la intención de recompra online. Revista Europea de Dirección y Economía
de la Empresa 24:2, 61-75. [Crossref]
146. Lujun Su, Songshan (Sam) Huang, Xiaohong Chen. 2015. Effects of Service Fairness and Service Quality
on Tourists’ Behavioral Intentions and Subjective Well-Being. Journal of Travel & Tourism Marketing
32:3, 290-307. [Crossref]
147. Margee Hume. 2015. To Technovate or Not to Technovate? Examining the Inter-Relationship of
Consumer Technology, Museum Service Quality, Museum Value, and Repurchase Intent. Journal of
Nonprofit & Public Sector Marketing 27:2, 155-182. [Crossref]
148. Jih-Hwa Wu, Chih-Wen Wu, Chin-Tarn Lee, Hsiao-Jung Lee. 2015. Green purchase intentions: An
exploratory study of the Taiwanese electric motorcycle market. Journal of Business Research 68:4, 829-833.
[Crossref]
149. Oscar Aguilar-Rojas, Carmina Fandos-Herrera, Carlos Flavián-Blanco. 2015. What may lead you to
recommend and revisit a hotel after a service failure instead of complaining?. International Journal of
Contemporary Hospitality Management 27:2, 214-235. [Abstract] [Full Text] [PDF]
150. Wejdene Yangui, Nibrass Hajtaïeb El Aoud. 2015. Consumer behavior and the anticipation of a total
stockout for a food product: proposing and validating a theoretical model. The International Review of
Retail, Distribution and Consumer Research 25:2, 181-203. [Crossref]
151. Edward S.-T. Wang. 2015. Effect of food service-brand equity on consumer-perceived food value, physical
risk, and brand preference. British Food Journal 117:2, 553-564. [Abstract] [Full Text] [PDF]
152. Melike Demirbag-Kaplan, Cansu Yildirim, Selin Gulden, Damla Aktan. 2015. I love to hate you: Loyalty
for disliked brands and the role of nostalgia. Journal of Brand Management 22:2, 136-153. [Crossref]
153. Ivan K. W. Lai. 2015. The Roles of Value, Satisfaction, and Commitment in the Effect of Service Quality
on Customer Loyalty in Hong Kong–Style Tea Restaurants. Cornell Hospitality Quarterly 56:1, 118-138.
[Crossref]
154. Cheng-Shih Lin, Hsuan-Yi Chou. 2015. Dimensions and Effects of Consumers' Travel–Transportation
Involvement: The Case of the Mini Three Links. Asia Pacific Journal of Tourism Research 20:1, 51-75.
[Crossref]
155. Naehyun Paul Jin, Sangmook Lee, Hyuckgi Lee. 2015. The Effect of Experience Quality on Perceived
Value, Satisfaction, Image and Behavioral Intention of Water Park Patrons: New versus Repeat Visitors.
International Journal of Tourism Research 17:1, 82-95. [Crossref]
156. Hogyu Choi, Lee, Young-Hoon. 2014. The Effect of Customer Participation in Internet Banking on
Cross-Buying Intentions. Productivity Review 28:4, 255-287. [Crossref]
157. Hung-Che Wu, Jose Weng-Chou Wong, Ching-Chan Cheng. 2014. An Empirical Study of Behavioral
Intentions in the Food Festival: The Case of Macau. Asia Pacific Journal of Tourism Research 19:11,
1278-1305. [Crossref]
158. Wei-Tsong Wang, Wen-Hung Chang. 2014. A study of virtual product consumption from the expectancy
disconfirmation and symbolic consumption perspectives. Information Systems Frontiers 16:5, 887-908.
[Crossref]
159. Hong-Youl Ha, Raphaël K. Akamavi, Phillip J. Kitchen, Swinder Janda. 2014. Exploring key antecedents
of purchase intentions within different services. Journal of Services Marketing 28:7, 595-606. [Abstract]
[Full Text] [PDF]
160. Matthew Tingchi Liu, Ipkin Anthony Wong, Chu Rongwei, Ting-Hsiang Tseng. 2014. Do perceived
CSR initiatives enhance customer preference and loyalty in casinos?. International Journal of Contemporary
Hospitality Management 26:7, 1024-1045. [Abstract] [Full Text] [PDF]
161. Norshidah Mohamed, Ramlah Hussein, Nurul Hidayah Ahmad Zamzuri, Hanif Haghshenas. 2014.
Insights into individual's online shopping continuance intention. Industrial Management & Data Systems
162. Meehee Cho, Mark A. Bonn, Sora Kang. 2014. Wine attributes, perceived risk and online wine repurchase
intention: The cross-level interaction effects of website quality. International Journal of Hospitality
Management 43, 108-120. [Crossref]
163. Seung-Whan Park. 2014. A Comparison of Different Retail Store Formats on the Antecedents of
Patronage Intention of Agricultural Products. Journal of the Korean Society of International Agricultue 26:3,
238-245. [Crossref]
164. Yue Teng Wong, Syuhaily Osman, Aini Said, Laily Paim. 2014. A typology of personal factor attributes
among shoppers. Journal of Fashion Marketing and Management: An International Journal 18:4, 394-412.
165. Kwabena G. Boakye, Thomas McGinnis, Victor R. Prybutok, Audhesh K. Paswan. 2014. Development of
a service continance model with IT service antecedents. Journal of Retailing and Consumer Services 21:5,
717-724. [Crossref]
166. Ramon Palau-Saumell, Santiago Forgas-Coll, Javier Sánchez-García, Lluís Prats-Planagumà. 2014.
Managing dive centres: SCUBA divers' behavioural intentions. European Sport Management Quarterly
14:4, 422-443. [Crossref]
167. Dogan Gursoy, Joseph S. Chen, Christina G. Chi. 2014. Theoretical examination of destination loyalty
formation. International Journal of Contemporary Hospitality Management 26:5, 809-827. [Abstract] [Full
Text] [PDF]
168. Dahlia A. El-Manstrly. 2014. Cross-cultural validation of switching costs: a four-country assessment.
International Marketing Review 31:4, 413-437. [Abstract] [Full Text] [PDF]
169. Sajad Rezaei, Seyedeh Sheyda Ghodsi. 2014. Does value matters in playing online game? An empirical
study among massively multiplayer online role-playing games (MMORPGs). Computers in Human
Behavior 35, 252-266. [Crossref]
170. Sajad Rezaei, Muslim Amin, Wan Khairuzzaman Wan Ismail. 2014. Online repatronage intention:
an empirical study among Malaysian experienced online shoppers. International Journal of Retail &
Distribution Management 42:5, 390-421. [Abstract] [Full Text] [PDF]
171. Kemal Gürkan Küçükergin, Bekir Bora Dedeoğlu. 2014. The importance of employee hospitability and
perceived price in the hotel industry. Anatolia 25:2, 254-267. [Crossref]
172. Marc Fetscherin, Michèle Boulanger, Cid Gonçalves Filho, Gustavo Quiroga Souki. 2014. The effect of
product category on consumer brand relationships. Journal of Product & Brand Management 23:2, 78-89.
173. Farzana Quoquab, Norjaya Mohd. Yasin, Rozhan Abu Dardak. 2014. A qualitative inquiry of multi-brand
loyalty. Asia Pacific Journal of Marketing and Logistics 26:2, 250-271. [Abstract] [Full Text] [PDF]
174. Silvia Sanz-Blas, Carla Ruiz-Mafé, Isabel Pérez Perez. 2014. Key drivers of services website loyalty. The
Service Industries Journal 34:5, 455-475. [Crossref]
175. Reza Etemad-Sajadi. 2014. The influence of a virtual agent on web-users' desire to visit the company.
International Journal of Quality & Reliability Management 31:4, 419-434. [Abstract] [Full Text] [PDF]
176. Manish Kumar Yadav, Alok Kumar Rai, Medha Srivastava. 2014. Exploring the Three- Path Mediation
Model. International Journal of Customer Relationship Marketing and Management 5:2, 1-20. [Crossref]
177. Aihua Zhang, Mingxing Zheng, Yang Sun, Jing Xu. The moderating role of self-construal on adoption
of mobile data services: An empirical study 596-603. [Crossref]
178. Zeng-Jun Sun. 2014. Factors Affecting on Users' Intention in using Social Commerce and Online
Shopping. The Journal of the Korea Contents Association 14:3, 352-360. [Crossref]
179. Tri Rakhmawati, Sik Sumaedi, Nidya Judhi Astrini. 2014. ISO 9001 in health service sector: a review
and future research proposal. International Journal of Quality and Service Sciences 6:1, 17-29. [Abstract]
[Full Text] [PDF]
180. Iris Yue Mao, Hanqin Qiu Zhang. 2014. Structural Relationships among Destination Preference,
Satisfaction and Loyalty in Chinese Tourists to Australia. International Journal of Tourism Research 16:2,
201-208. [Crossref]
181. Chang-Joong Jun, Jung-Hoon Lee, In-Sook Jeon. 2014. Research about Factor Affecting the Continuous
Use of Cloud Storage Service : User Factor, System Factor, Psychological Switching Cost Factor. The
Journal of Society for e-Business Studies 19:1, 15-42. [Crossref]
182. Younkue Na. 2014. A Study on the Business Model of Fashion Mobile Commerce by Quality Evaluation.
Fashion business 18:1, 1-21. [Crossref]
183. Soo-Hyun Cho, In-Ae Rhee, Na-Hie Kim. 2014. The Influence of Display Components 김 Customer
Satisfaction for Beauty shop Customer Lifestyle. Journal of the Korea Academia-Industrial cooperation
Society 15:2, 891-901. [Crossref]
184. Martinette Kruger, Melville Saayman, Uwe P. Hermann. 2014. First-time versus repeat visitors at the
Kruger National Park. Acta Commercii 14:1. . [Crossref]
185. Noel Mark Noel, Michael Luckett. 2014. The benefits, satisfaction, and perceived value of small business
membership in a chamber of commerce. International Journal of Nonprofit and Voluntary Sector Marketing
19:1, 27-39. [Crossref]
186. Wei-Tsong Wang, Chia-Cheng Lu. 2014. Determinants of Success for Online Insurance Web Sites: The
Contributions from System Characteristics, Product Complexity, and Trust. Journal of Organizational
Computing and Electronic Commerce 24:1, 1-35. [Crossref]
187. Daniel I. Prajogo, Christopher M. McDermott, Jayanth Jayaram. 2014. The role of technological intensity
in services on the capability to performance relationships – An examination in the Australian context.
Journal of Engineering and Technology Management 31, 58-72. [Crossref]
188. Ian Chaston. Pricing and distribution 185-207. [Crossref]
189. Naehyun (Paul) Jin, Hyuckgi Lee, Sangmook Lee. 2013. Event Quality, Perceived Value, Destination
Image, and Behavioral Intention of Sports Events: The Case of the IAAF World Championship, Daegu,
2011. Asia Pacific Journal of Tourism Research 18:8, 849-864. [Crossref]
190. Yong-Jae Park, Myung-Hwan Rim, Seung-Koog Lee. 2013. Factors affecting customer loyalty of mobile
RFID services in Korea. Technological and Economic Development of Economy 19:4, 687-705. [Crossref]
191. Ding Hooi Ting, Weng Marc Lim. 2013. Making International Business Travelers Come Back: A
Two-Country Comparison on Satisfaction Functional Form, Trust, and Firm Size. Journal of Hospitality
Marketing & Management 131125085946000. [Crossref]
192. Son, Kyung-Ae, Deogro Lee. 2013. The Structural Relationships among the Related Variables of
University Students' Satisfaction. Management & Information Systems Review 32:4, 1-25. [Crossref]
193. Jeen-Su Lim, Abdulrahman Al-Aali, John H. Heinrichs, Kee-Sook Lim. 2013. Testing alternative models
of individuals’ social media involvement and satisfaction. Computers in Human Behavior 29:6, 2816-2828.
[Crossref]
194. LuJun Su, Maxwell K. Hsu. 2013. Service Fairness, Consumption Emotions, Satisfaction, and Behavioral
Intentions: The Experience of Chinese Heritage Tourists. Journal of Travel & Tourism Marketing 30:8,
786-805. [Crossref]
195. Henry Tsai, Ada Lo, Catherine Cheung. 2013. Measuring Customer-Based Casino Brand Equity and its
Consequences. Journal of Travel & Tourism Marketing 30:8, 806-824. [Crossref]
196. Johan Anselmsson, Niklas Lars Anders, . 2013. What successful branding looks like: a managerial
perspective. British Food Journal 115:11, 1612-1627. [Abstract] [Full Text] [PDF]
197. Naehyun (Paul) Jin, Nathaniel D. Line, Ben Goh. 2013. Experiential Value, Relationship Quality, and
Customer Loyalty in Full-Service Restaurants: The Moderating Role of Gender. Journal of Hospitality
Marketing & Management 22:7, 679-700. [Crossref]
198. Xin Jin, Karin Weber. 2013. Developing and testing a model of exhibition brand preference: The
exhibitors' perspective. Tourism Management 38, 94-104. [Crossref]
199. Kavita Srivastava, Narendra K. Sharma. 2013. Service Quality, Corporate Brand Image, and Switching
Behavior: The Mediating Role of Customer Satisfaction and Repurchase Intention. Services Marketing
Quarterly 34:4, 274-291. [Crossref]
200. 김김김. 2013. A Study on the Effects of Perceived Value on Customer Satisfaction, and Repurchase Intention
among Traditional Markets Users in KOREA. Journal of Distribution Science 11:10, 93-105. [Crossref]
201. Xiaoxia Sun, Christina Geng-Qing Chi, Honggang Xu. 2013. DEVELOPING DESTINATION
LOYALTY: THE CASE OF HAINAN ISLAND. Annals of Tourism Research 43, 547-577. [Crossref]
202. Dal-Ho Son. 2013. The effect of personal characteristic factors on the usage of SNS. The Journal of
Information Systems 22:3, 1-24. [Crossref]
203. S.T. Wang Edward. 2013. The influence of visual packaging design on perceived food product quality,
value, and brand preference. International Journal of Retail & Distribution Management 41:10, 805-816.
204. Wann-Yih Wu, Chia-Chun Tsai, Chen-Su Fu. 2013. The Relationships among Internal Marketing,
Job Satisfaction, Relationship Marketing, Customer Orientation, and Organizational Performance: An
Empirical Study of TFT-LCD Companies in Taiwan. Human Factors and Ergonomics in Manufacturing
& Service Industries 23:5, 436-449. [Crossref]
205. Arash Rahnamaee, Paul D Berger. 2013. Investigating consumers’ online purchasing behavior: Single-
brand e-retailers versus multi-brand e-retailers. Journal of Marketing Analytics 1:3, 138-148. [Crossref]
206. Yuanyuan Zhou, Minxue Huang, Alex S.L. Tsang, Nan Zhou. 2013. Recovery strategy for group service
failures. European Journal of Marketing 47:8, 1133-1156. [Abstract] [Full Text] [PDF]
207. Abhishek Dwivedi, Bill Merrilees. 2013. Brand extension feedback effects: towards a mediated framework.
Journal of Consumer Marketing 30:5, 450-461. [Abstract] [Full Text] [PDF]
208. Richard Brophy. 2013. Adding value to insurance products: the AXA Irish experience. Journal of Product
& Brand Management 22:4, 293-299. [Abstract] [Full Text] [PDF]
209. Tibert Verhagen, Anniek Nauta, Frans Feldberg. 2013. Negative online word-of-mouth: Behavioral
indicator or emotional release?. Computers in Human Behavior 29:4, 1430-1440. [Crossref]
210. Hyun Jeong Kim, Jeongdoo Park, Myung-Ja Kim, Kisang Ryu. 2013. Does perceived restaurant food
healthiness matter? Its influence on value, satisfaction and revisit intentions in restaurant operations in
South Korea. International Journal of Hospitality Management 33, 397-405. [Crossref]
211. Chiahui Yen, Meng-Hsiang Hsu, Chun-Ming Chang. 2013. Exploring the online bidder’s repurchase
intention: a cost and benefit perspective. Information Systems and e-Business Management 11:2, 211-234.
[Crossref]
212. Jinsoo Hwang, Samuel Seongseop Kim, Sunghyup Sean Hyun. 2013. The role of server–patron mutual
disclosure in the formation of rapport with and revisit intentions of patrons at full-service restaurants: The
moderating roles of marital status and educational level. International Journal of Hospitality Management
33, 64-75. [Crossref]
213. Jinsoo Hwang, Sunghyup Sean Hyun. 2013. The impact of nostalgia triggers on emotional responses and
revisit intentions in luxury restaurants: The moderating role of hiatus. International Journal of Hospitality
Management 33, 250-262. [Crossref]
214. Margaret Anne Craig‐Lees, Jennifer Harris, Amalia E. Maulana. 2013. Websites and revisiting behaviour:
an investigation of the relative role of predictors. Marketing Intelligence & Planning 31:3, 250-271.
215. 김김김, ChungKiHan. 2013. The Effect of Supermarket Service Quality on Customer Satisfaction in China.
Journal of Distribution and Management Research 16:2, 5-17. [Crossref]
216. Jin Baek Kim. 2013. Understanding the Repurchase Abandonment Process of Consumers in the Online
Environment: Integrating Dissatisfaction and Distrust. Journal of Internet Commerce 12:2, 154-194.
[Crossref]
217. Wujin Chu, Mee Ryoung Song, Beomjoon Choi. 2013. Post-purchase disadvantages of a less preferred
brand and how they can be overcome: an examination of regret and attribution. Journal of Applied Social
Psychology 43:4, 887-898. [Crossref]
218. John D. Hansen, Lauren Skinner Beitelspacher, George D. Deitz. 2013. Antecedents and consequences
of consumers' comparative value assessments across the relationship life cycle. Journal of Business Research
66:4, 473-479. [Crossref]
219. Rooma Roshnee Ramsaran‐Fowdar. 2013. Assessing the influence of switching barriers on patients'
expectations and tolerance zone. International Journal of Health Care Quality Assurance 26:3, 236-249.
220. Jinsoo Hwang, Chihyung Ok. 2013. The antecedents and consequence of consumer attitudes toward
restaurant brands: A comparative study between casual and fine dining restaurants. International Journal
of Hospitality Management 32, 121-131. [Crossref]
221. Yeong-Wha Sawng, Kazuyuki Motohashi, Gang-Hoon Kim. 2013. Comparative analysis of innovative
diffusion in the high-tech markets of Japan and South Korea: a use–diffusion model approach. Service
Business 7:1, 143-166. [Crossref]
222. Jeong-Ju Yoo, Lorynn Divita, Hye-Young Kim. 2013. Environmental awareness on bamboo product
purchase intentions: do consumption values impact green consumption?. International Journal of Fashion
Design, Technology and Education 6:1, 27-34. [Crossref]
223. Rafael Currás‐Pérez, Carla Ruiz‐Mafé, Silvia Sanz‐Blas. 2013. Social network loyalty: evaluating the role
of attitude, perceived risk and satisfaction. Online Information Review 37:1, 61-82. [Abstract] [Full Text]
[PDF]
224. Isabel Buil, Eva Martínez, Leslie de Chernatony. 2013. The influence of brand equity on consumer
responses. Journal of Consumer Marketing 30:1, 62-74. [Abstract] [Full Text] [PDF]
225. Huaiqin Li, Jinhwan Hong. 2013. Factors Influencing Consumers’ Online Repurchasing Behavior: A
Review and Research Agenda. iBusiness 05:04, 161-166. [Crossref]
226. Fang-Mei Tseng, Hsin-Yen Chiang. 2013. Exploring consumers to buy innovative products: Mobile
phone upgrading intention. The Journal of High Technology Management Research 24:2, 77-87. [Crossref]
227. Tung-Ching Lin, Sheng Wu, Jack Shih-Chieh Hsu, Yi-Ching Chou. 2012. The integration of value-
based adoption and expectation–confirmation models: An example of IPTV continuance intention.
Decision Support Systems 54:1, 63-75. [Crossref]
228. Taeyoo Chun, No Hyun Park. 2012. The Effect of Product Attributes on Brand Image, Customer
Satisfaction and Loyalty in Cosmetics– Concentrated on the Home Shopping TV –. Journal of Distribution
and Management Research 15:5, 91-104. [Crossref]
229. Yi-Hsien Wang, Kuang-Hsun Shih, Ya-Chi Huang. 2012. Measurement of Switching Cost on the
Customer Retention in the Banking Industry. Journal of Testing and Evaluation 40:6, 104315. [Crossref]
230. Youngae Lee. 2012. Consumer Public Complaint Behaviors and Satisfaction of Complaint Handling By
Credit Card Services. Korean Journal of Human Ecology 21:5, 957-973. [Crossref]
231. Fatma Noyan, Gülhayat Golbasi Simsek. 2012. A Partial Least Squares Path Model of Repurchase
Intention of Supermarket Customers. Procedia - Social and Behavioral Sciences 62, 921-926. [Crossref]
232. Cheng Yun, Chen Guo-ping. Research on Service Quality Evaluation Method of Automobile 4S Stores
159-162. [Crossref]
233. Aysel Erciş, Sevtap Ünal, F. Burcu Candan, Hatice Yıldırım. 2012. The Effect of Brand Satisfaction,
Trust and Brand Commitment on Loyalty and Repurchase Intentions. Procedia - Social and Behavioral
Sciences 58, 1395-1404. [Crossref]
234. Bengü S. Oflaç, Ursula Y. Sullivan, Tunçdan Baltacioğlu. 2012. An Attribution Approach to Consumer
Evaluations in Logistics Customer Service Failure Situations. Journal of Supply Chain Management 48:4,
51-71. [Crossref]
235. Fatimah Muchtar, Russel P.J. Kingshott, David Wong, Patria Laksamana. 2012. A purchase intention
model for foreign banks within Indonesia. International Journal of Bank Marketing 30:6, 452-464.
236. Abhishek Dwivedi, Bill Merrilees, Dale Miller, Carmel Herington. 2012. Brand, value and relationship
equities and loyalty-intentions in the Australian supermarket industry. Journal of Retailing and Consumer
Services 19:5, 526-536. [Crossref]
237. Naehyun (Paul) Jin, Sangmook Lee, Lynn Huffman. 2012. Impact of Restaurant Experience on Brand
Image and Customer Loyalty: Moderating Role of Dining Motivation. Journal of Travel & Tourism
Marketing 29:6, 532-551. [Crossref]
238. Bjoern Ivens, Katharina S. Valta. 2012. Customer brand personality perception: A taxonomic analysis.
Journal of Marketing Management 28:9-10, 1062-1093. [Crossref]
239. Piyush Sharma. 2012. Offshore outsourcing of customer services – boon or bane?. Journal of Services
Marketing 26:5, 352-364. [Abstract] [Full Text] [PDF]
240. Jing Wang, Lijuan Cheng. The relationships among perceived quality, customer satisfaction and customer
retention: An empirical research on Haidilao restaurant 749-754. [Crossref]
241. Changsu Kim, Robert D. Galliers, Namchul Shin, Joo-Han Ryoo, Jongheon Kim. 2012. Factors
influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and
Applications 11:4, 374-387. [Crossref]
242. Harald Pechlaner, Sabine Pichler, Marcus Herntrei. 2012. From mobility space towards experience space:
implications for the competitiveness of destinations. Tourism Review 67:2, 34-44. [Abstract] [Full Text]
[PDF]
243. Kwabena G. Boakye, Victor R. Prybutok, Sherry D. Ryan. 2012. The intention of continued web-enabled
phone service usage: A quality perspective. Operations Management Research 5:1-2, 14-24. [Crossref]
244. Kyong-Suk Song. 2012. Effects of Wine Selection Attributes on Satisfaction and Repurchase Intention -
Focused on the Moderating Effect of Wine Involvement-. The Journal of the Korea Contents Association
12:5, 431-446. [Crossref]
245. Won‐Moo Hur, Jeong‐Ju Yoo, Te‐Lin Chung. 2012. The consumption values and consumer
innovativeness on convergence products. Industrial Management & Data Systems 112:5, 688-706.
246. Ji-Eung Kim. 2012. Effect of Coffee Shop's Desert Menu Quality on Shop Choice and Revisit Frequency.
Journal of the Korean Society of Food Culture 27:2, 95-104. [Crossref]
247. Insin Kim, Sang Mi Jeon, Sunghyup Sean Hyun. 2012. Chain restaurant patrons' well‐being perception
and dining intentions. International Journal of Contemporary Hospitality Management 24:3, 402-429.
248. Kazuyuki Motohashi, Deog-Ro Lee, Yeong-Wha Sawng, Seung-Ho Kim. 2012. Innovative converged
service and its adoption, use and diffusion: a holistic approach to diffusion of innovations, combining
adoption-diffusion and use-diffusion paradigms. Journal of Business Economics and Management 13:2,
308-333. [Crossref]
249. Shih-Hao Wu, Ching-Yi Daphne Tsai, Chung-Chieh Hung. 2012. Toward Team or Player? How Trust,
Vicarious Achievement Motive, and Identification Affect Fan Loyalty. Journal of Sport Management 26:2,
177-191. [Crossref]
250. Murugesan Punniyamoorty, Ponnusamy Mathiyalagan, Ganesan Lakshmi. 2012. A combined application
of structural equation modeling (SEM) and analytic hierarchy process (AHP) in supplier selection.
Benchmarking: An International Journal 19:1, 70-92. [Abstract] [Full Text] [PDF]
251. Li‐Wei Wu, Chung‐Yu Wang. 2012. Satisfaction and zone of tolerance: the moderating roles of
elaboration and loyalty programs. Managing Service Quality: An International Journal 22:1, 38-57.
252. Haiyan Song, Robert van der Veen, Gang Li, Jason L. Chen. 2012. The Hong Kong tourist satisfaction
index. Annals of Tourism Research 39:1, 459-479. [Crossref]
253. Wansoo Kim, Chihyung Ok, Deborah D. Canter. 2012. Moderating role of a priori customer–firm
relationship in service recovery situations. The Service Industries Journal 32:1, 59-82. [Crossref]
254. Alexander Leischnig, Anja Geigenmüller, Margit Enke. 2012. Brands You Can Rely on! An Empirical
Investigation of Brand Credibility in Services. Schmalenbach Business Review 64:1, 44-58. [Crossref]
255. Wansoo Kim, Chihyung Ok, Deborah D. Canter. 2012. Value-driven customer share of visits. The Service
Industries Journal 32:1, 37-58. [Crossref]
256. Yue-Yang Chen. 2012. Why Do Consumers Go Internet Shopping Again? Understanding the Antecedents
of Repurchase Intention. Journal of Organizational Computing and Electronic Commerce 22:1, 38-63.
[Crossref]
257. Hae-Young Yang. 2011. A Study on Customer Loyalty and Word-of-Mouth Effect according to Character
Trait of Patient in Dental Clinics. Journal of the Korea Academia-Industrial cooperation Society 12:12,
5819-5826. [Crossref]
258. Hyeong Yu Jang, Mi Jin Noh. 2011. Customer acceptance of IPTV service quality. International Journal
of Information Management 31:6, 582-592. [Crossref]

259. Isabel Sánchez-García, Rafael Currás-Pérez. 2011. Effects of dissatisfaction in tourist services: The role
of anger and regret. Tourism Management 32:6, 1397-1406. [Crossref]
260. Bong-Won Park, Kun Chang Lee. 2011. Exploring the value of purchasing online game items. Computers
in Human Behavior 27:6, 2178-2185. [Crossref]
261. Scott B. Friend, G. Alexander Hamwi, Brian N. Rutherford. 2011. Buyer-Seller Relationships Within a
Multisource Context: Understanding Customer Defection and Available Alternatives. Journal of Personal
Selling and Sales Management 31:4, 383-396. [Crossref]
262. Ahmed Alamro, Jennifer Rowley. 2011. Antecedents of brand preference for mobile telecommunications
services. Journal of Product & Brand Management 20:6, 475-486. [Abstract] [Full Text] [PDF]
263. Daniel I. Prajogo, Peggy McDermott. 2011. Examining competitive priorities and competitive advantage
in service organisations using Importance‐Performance Analysis matrix. Managing Service Quality: An
International Journal 21:5, 465-483. [Abstract] [Full Text] [PDF]
264. Zahra Tohidinia, Mohammad Haghighi. 2011. Predictors and outcomes of relationship quality: a guide
for customer‐oriented strategies. Business Strategy Series 12:5, 242-256. [Abstract] [Full Text] [PDF]
265. Hei Chia Wang, Yi Fang Chiu. 2011. Assessing e-learning 2.0 system success. Computers & Education
57:2, 1790-1800. [Crossref]
266. Li‐Wei Wu. 2011. Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance
and alternative attractiveness. Journal of Services Marketing 25:5, 310-322. [Abstract] [Full Text] [PDF]
267. 김김김, 김김김. 2011. Research on Repurchasing Intentions & Coffee House Image Different according to
Trust Level of Coffee House Customer. Journal of Korea Design Forum null:32, 41-50. [Crossref]
268. Rajat Gera. 2011. Modelling the service antecedents of favourable and unfavourable behaviour intentions in
life insurance services in India. International Journal of Quality and Service Sciences 3:2, 225-242. [Abstract]
[Full Text] [PDF]
269. Hsin Hsin Chang, Hsin‐Wei Wang. 2011. The moderating effect of customer perceived value on online
shopping behaviour. Online Information Review 35:3, 333-359. [Abstract] [Full Text] [PDF]
270. Manoj Edward, Sunil Sahadev. 2011. Role of switching costs in the service quality, perceived value,
customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics 23:3,
271. 김김김, JaeHyeonPAE, 김김김. 2011. 김김김김김 김김김․김김김 김김김김 김김김 김김김김김김 김김김 김김김 김김 김김. Ewha Journal of Social
Sciences 25:null, 5-25. [Crossref]
272. Lujun Su, Xianghua Fan. A study on the relationships between service quality, satisfaction, trust and
loyalty among rural tourism 1-6. [Crossref]
273. Pi-Yun Huang, Chuan-Chung Wang, Ya-Yi Tseng, Rong-Jou Wang. 2011. The impact of brand equity
on customer's purchase intention – Taking perceived value as a moderating variable. Journal of Information
and Optimization Sciences 32:3, 657-672. [Crossref]
274. Yao-Chen Kuo, Jui-Sheng Chou, Kuo-Shun Sun. 2011. Elucidating how service quality constructs
influence resident satisfaction with condominium management. Expert Systems with Applications 38:5,
5755-5763. [Crossref]
275. Jin Sun. How do company reputation and perceived price influence customer loyalty in the Chinese
personal financial planning industry? 1-6. [Crossref]
276. Juhee Kang, Thomas Schrier. 2011. The Decision-Making Process of Tradeshow Exhibitors: The Effects
of Social Value, Company Size, and Prior Experience on Satisfaction and Behavioral Intentions. Journal
of Convention & Event Tourism 12:2, 65-85. [Crossref]
277. Hany H.S. Abdelhamied. 2011. Customers' perceptions of floating restaurants in Egypt. Anatolia 22:1,
1-15. [Crossref]
278. Chanaka Jayawardhena, Andrew M. Farrell. 2011. Effects of retail employees' behaviours on customers'
service evaluation. International Journal of Retail & Distribution Management 39:3, 203-217. [Abstract]
[Full Text] [PDF]
279. 김김김. 2011. A Study on the Effects of Perceived Customer Value on Customer Satisfaction,
Recommendation Intention, and Reuse Intention Among Railroad Service Users. Journal of Korea Service
Management Society 12:1, 43-69. [Crossref]
280. 김김김, Hyesook Kang. 2011. The Effects of Coffee House Image and Perceived Value on Customer
Satisfaction, Repurchasing Intentions and Customer Switching Intentions. Journal of Korea Design Forum
null:30, 43-56. [Crossref]
281. Fang-Mei Tseng, Hui-Yi Lo. 2011. Antecedents of consumers’ intentions to upgrade their mobile phones.
Telecommunications Policy 35:1, 74-86. [Crossref]
282. Chung-Tzer Liu, Yi Maggie Guo, Chia-Hui Lee. 2011. The effects of relationship quality and switching
barriers on customer loyalty. International Journal of Information Management 31:1, 71-79. [Crossref]
283. Jacob Weisberg, Dov Te'eni, Limor Arman. 2011. Past purchase and intention to purchase in e‐commerce.
Internet Research 21:1, 82-96. [Abstract] [Full Text] [PDF]
284. M. Punniyamoorthy, P. Mathiyalagan, P. Parthiban. 2011. A strategic model using structural equation
modeling and fuzzy logic in supplier selection. Expert Systems with Applications 38:1, 458-474. [Crossref]
285. Ching-Fu Chen, Odonchimeg Myagmarsuren. 2010. Exploring Relationships between Mongolian
Destination Brand Equity, Satisfaction and Destination Loyalty. Tourism Economics 16:4, 981-994.
[Crossref]
286. Alhassan G. Abdul-Muhmin. 2010. Repeat Purchase Intentions in Online Shopping: The Role of
Satisfaction, Attitude, and Online Retailers' Performance. Journal of International Consumer Marketing
23:1, 5-20. [Crossref]
287. Venkata Yanamandram, Lesley White. 2010. An empirical analysis of the retention of dissatisfied business
services customers using structural equation modelling. Australasian Marketing Journal (AMJ) 18:4,
222-232. [Crossref]
288. David McGuire. 2010. Engaging Organizations in Environmental Change: A Greenprint for Action.
Advances in Developing Human Resources 12:5, 508-523. [Crossref]
289. Paurav Shukla. 2010. Effects of Perceived Sacrifice, Quality, Value, and Satisfaction on Behavioral
Intentions in the Service Environment. Services Marketing Quarterly 31:4, 466-484. [Crossref]
290. Jyh-Jeng Wu, Ying-Hueih Chen, Yu-Shuo Chung. 2010. Trust factors influencing virtual community
members: A study of transaction communities. Journal of Business Research 63:9-10, 1025-1032. [Crossref]
291. Carmen Camarero, Carmen Antón, Mirtha Carrero. 2010. Relationship exit in different legal
environments: a cross-cultural analysis. The Service Industries Journal 30:9, 1457-1478. [Crossref]
292. Duk-Hwa Jung. 2010. Effects of Customer Satisfaction and Switching Barrier on Customer Retention
and Intention of WOM in Insurance Services. The Journal of the Korea Contents Association 10:7, 344-354.
[Crossref]
293. Hong‐Youl Ha, Swinder Janda, Siva K. Muthaly. 2010. A new understanding of satisfaction model in e‐
re‐purchase situation. European Journal of Marketing 44:7/8, 997-1016. [Abstract] [Full Text] [PDF]
294. Norzieiriani Ahmad, Azizah Omar, T. Ramayah. 2010. Consumer lifestyles and online shopping
continuance intention. Business Strategy Series 11:4, 227-243. [Abstract] [Full Text] [PDF]
295. Hui-Jen Yang, Yun-Long Lay, Wen-Yu Tsao, Justin S. Lay. Factors affecting on Blog dependency for
young adult V1-148-V1-152. [Crossref]
296. Chung-Tzer Liu, Cindy Wu, Chun-Wei Hu. 2010. Managing temporary workers by defining temporary
work agency service quality. Human Resource Management 49:4, 619-646. [Crossref]
297. Ming-Hao Jia, Dae-Yul Jeong. 2010. An Empirical Study on e-Loyalty of Social Networking Sites. The
Journal of Information Systems 19:2, 1-21. [Crossref]
298. Suraksha Gupta, T.C. Melewar, Michael Bourlakis. 2010. Transfer of brand knowledge in business‐to‐
business markets: a qualitative study. Journal of Business & Industrial Marketing 25:5, 395-403. [Abstract]
[Full Text] [PDF]
299. Chanaka Jayawardhena. 2010. The impact of service encounter quality in service evaluation: evidence from
a business‐to‐business context. Journal of Business & Industrial Marketing 25:5, 338-348. [Abstract] [Full
Text] [PDF]
300. Jieun Kim, Youngjung Geum, Yongtae Park. Typology of convergence for digital contents service: The
case of App Store 1-6. [Crossref]
301. Shuo Huang, Qing Ye. Manufacturer's direct selling and pricing strategy 1-14. [Crossref]
302. Cathy H C Hsu, Songshan Huang. Formation of tourist behavioral intention and actual behavior 1-6.
[Crossref]
303. Xiang (Robert) Li, James F. Petrick. 2010. Towards an Integrative Model of Loyalty Formation: The
Role of Quality and Value. Leisure Sciences 32:3, 201-221. [Crossref]
304. Margee Hume, Gillian Sullivan Mort. 2010. The consequence of appraisal emotion, service quality,
perceived value and customer satisfaction on repurchase intent in the performing arts. Journal of Services
Marketing 24:2, 170-182. [Abstract] [Full Text] [PDF]
305. Insu Park, Amit Bhatnagar, H. Raghav Rao. 2010. Assurance Seals, On-Line Customer Satisfaction, and
Repurchase Intention. International Journal of Electronic Commerce 14:3, 11-34. [Crossref]
306. Ursula-Sigrid Bougoure, Meng-Keang Neu. 2010. Service Quality in the Malaysian Fast Food Industry:
An Examination Using DINESERV. Services Marketing Quarterly 31:2, 194-212. [Crossref]
307. Wansoo Kim, Chihyung Ok, Deborah D. Canter. 2010. Contingency variables for customer share of visits
to full-service restaurant. International Journal of Hospitality Management 29:1, 136-147. [Crossref]
308. Wansoo Kim, Chihyung Ok. 2010. Customer Orientation of Service Employees and Rapport: Influences
On Service-Outcome Variables in Full-Service Restaurants. Journal of Hospitality & Tourism Research 34:1,
34-55. [Crossref]
309. Alain Ferrand, Leigh Robinson, Pierre Valette-Florence. 2010. The Intention-to-Repurchase Paradox: A
Case of the Health and Fitness Industry. Journal of Sport Management 24:1, 83-105. [Crossref]
310. Hsin Hsin Chang, Ya Ming Liu. 2009. The impact of brand equity on brand preference and purchase
intentions in the service industries. The Service Industries Journal 29:12, 1687-1706. [Crossref]
311. Hugh Wilkins, Bill Merrilees, Carmel Herington. 2009. The Determinants of Loyalty in Hotels. Journal
of Hospitality Marketing & Management 19:1, 1-21. [Crossref]
312. Raquel Sánchez-Fernández, M. Ángeles Iniesta-Bonillo. 2009. Efficiency and quality as economic
dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction. Journal of
Retailing and Consumer Services 16:6, 425-433. [Crossref]

313. Fujun Lai, Mitch Griffin, Barry J. Babin. 2009. How quality, value, image, and satisfaction create loyalty
at a Chinese telecom. Journal of Business Research 62:10, 980-986. [Crossref]
314. Malcolm Smith, Chen Chang. 2009. The impact of customer‐related strategies on shareholder value:
evidence from Taiwan. Asian Review of Accounting 17:3, 247-268. [Abstract] [Full Text] [PDF]
315. Nan-Hong Lin, Wen-Chun Tseng, Yu-Chung Hung, David C. Yen. 2009. Making customer relationship
management work: evidence from the banking industry in Taiwan. The Service Industries Journal 29:9,
1183-1197. [Crossref]
316. Piyush Sharma, Rajiv Mathur, Abhinav Dhawan. 2009. Exploring customer reactions to offshore call
centers: toward a comprehensive conceptual framework. Journal of Services Marketing 23:5, 289-300.
317. Ying-Feng Kuo, Chi-Ming Wu, Wei-Jaw Deng. 2009. The relationships among service quality, perceived
value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in
Human Behavior 25:4, 887-896. [Crossref]
318. Matthew G. Kenney, Nile M. Khanfar. 2009. Antecedents of Repurchase Intention: Propositions Towards
Using Marketing Strategy to Mitigate the Attrition of Online Students. Services Marketing Quarterly 30:3,
270-286. [Crossref]
319. Juan Carlos Fandos Roig, Javier Sánchez García, Miguel Ángel Moliner Tena. 2009. Perceived value and
customer loyalty in financial services. The Service Industries Journal 29:6, 775-789. [Crossref]
320. Wansoo Kim, Chihyung Ok. 2009. The Effects of Relational Benefits On Customers' Perception of
Favorable Inequity, Affective Commitment, and Repurchase Intention in Full-Service Restaurants. Journal
of Hospitality & Tourism Research 33:2, 227-244. [Crossref]
321. Thomas L. Baker, J. Joseph Cronin Jr, Christopher D. Hopkins. 2009. The impact of involvement on
key service relationships. Journal of Services Marketing 23:2, 114-123. [Abstract] [Full Text] [PDF]
322. Joe Hutchinson, Fujun Lai, Youcheng Wang. 2009. Understanding the relationships of quality, value,
equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management 30:2, 298-308.
[Crossref]
323. Edward Shih-Tse Wang. 2009. Displayed emotions to patronage intention: consumer response to contact
personnel performance. The Service Industries Journal 29:3, 317-329. [Crossref]
324. Cedric Hsi-Jui Wu, Rong-Da Liang, Wei Tung, Ching-Sheng Chang. 2008. Structural relationships
among organisation service orientation, employee service performance, and consumer identification. The
Service Industries Journal 28:9, 1247-1263. [Crossref]
325. Ok-Hee Lee, Ji-Soo Kim. 2008. A Study of the Service Quality, Perceived Price and Product Quality, and
Store Image on Store Loyalty. Journal of the Korean Society of Clothing and Textiles 32:10, 1548-1558.
[Crossref]
326. Malcolm Smith, Sangeeta Lakhani. 2008. Exploring the myth of customer relationship management.
Journal of Applied Accounting Research 9:2, 97-111. [Abstract] [Full Text] [PDF]
327. Margee Hume, Gillian Sullivan Mort. 2008. Understanding the Role of Involvement in Customer
Repurchase of the Performing Arts. Journal of Nonprofit & Public Sector Marketing 20:2, 299-328.
[Crossref]
328. Kisang Ryu, Heesup Han, Tae-Hee Kim. 2008. The relationships among overall quick-casual restaurant
image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality
Management 27:3, 459-469. [Crossref]

329. Yi-Shun Wang. 2008. Assessing e-commerce systems success: a respecification and validation of the
DeLone and McLean model of IS success. Information Systems Journal 18:5, 529-557. [Crossref]
330. Anna Hurlimann, Elizabeth Hemphill, Jennifer McKay, Gus Geursen. 2008. Establishing components
of community satisfaction with recycled water use through a structural equation model. Journal of
Environmental Management 88:4, 1221-1232. [Crossref]
331. Daniel I. Prajogo, Christopher M. McDermott. 2008. The relationships between operations strategies
and operations activities in service context. International Journal of Service Industry Management 19:4,
332. Jacob Eskildsen, Kai Kristensen. 2008. Customer satisfaction and customer loyalty as predictors of future
business potential. Total Quality Management & Business Excellence 19:7-8, 843-853. [Crossref]
333. Xiang (Robert) Li, James F. Petrick. 2008. Examining the Antecedents of Brand Loyalty from an
Investment Model Perspective. Journal of Travel Research 47:1, 25-34. [Crossref]
334. Margee Hume. 2008. Understanding core and peripheral service quality in customer repurchase of the
performing arts. Managing Service Quality: An International Journal 18:4, 349-369. [Abstract] [Full Text]
[PDF]
335. Jeewon Choi, Hyeonjoo Seol, Sungjoo Lee, Hyunmyung Cho, Yongtae Park. 2008. Customer satisfaction
factors of mobile commerce in Korea. Internet Research 18:3, 313-335. [Abstract] [Full Text] [PDF]
336. Hean Tat Keh, Jin Sun. 2008. The Complexities of Perceived Risk in Cross-Cultural Services Marketing.
Journal of International Marketing 16:1, 120-146. [Crossref]
337. Rooma Roshnee Ramsaran‐Fowdar. 2008. The relative importance of service dimensions in a healthcare
setting. International Journal of Health Care Quality Assurance 21:1, 104-124. [Abstract] [Full Text]
[PDF]
338. Lidan Ha, Guisseppi Forgionne. 2008. The establishment of an e-business strategy model from traditional
theories. International Journal of Electronic Business 6:4, 354. [Crossref]
339. Harry H. Kwon, Galen Trail, Jeffrey D. James. 2007. The Mediating Role of Perceived Value: Team
Identification and Purchase Intention of Team-Licensed Apparel. Journal of Sport Management 21:4,
540-554. [Crossref]
340. Linda C. Ueltschy, Michel Laroche, Axel Eggert, Uta Bindl. 2007. Service quality and satisfaction: an
international comparison of professional services perceptions. Journal of Services Marketing 21:6, 410-423.
341. Ching-Fu Chen, DungChun Tsai. 2007. How destination image and evaluative factors affect behavioral
intentions?. Tourism Management 28:4, 1115-1122. [Crossref]
342. Carmen Antón, Carmen Camarero, Mirtha Carrero. 2007. The mediating effect of satisfaction on
consumers' switching intention. Psychology and Marketing 24:6, 511-538. [Crossref]
343. Lesley White, Venkata Yanamandram. 2007. A model of customer retention of dissatisfied business services
customers. Managing Service Quality: An International Journal 17:3, 298-316. [Abstract] [Full Text]
[PDF]
344. 김김김, 김김김, Sang-Lin Han, Hyung-Suk Sung. 2007. E-Trust김 김김김김김 김김김김 김김 김김김 김김김 김김 김김. Journal of
Global Academy of Marketing Science 17:1, 101-122. [Crossref]
345. Carmen Antón, Carmen Camarero, Mirtha Carrero. 2007. Analysing firms' failures as determinants of
consumer switching intentions. European Journal of Marketing 41:1/2, 135-158. [Abstract] [Full Text]
[PDF]
346. Julie Pirsch, Shruti Gupta, Stacy Landreth Grau. 2007. A Framework for Understanding Corporate Social
Responsibility Programs as a Continuum: An Exploratory Study. Journal of Business Ethics 70:2, 125-140.
[Crossref]
347. Zeng Yu-rong, Zhang Lei. The Impact of Customer Satisfaction and Switching Costs on Store Loyalty
- Sample from China 990-995. [Crossref]
348. 김김김, Hyeong Yu Jang. 2006. 김김김 김김김김김 김김김김 김—김김김김김 김김김김김김 김 김김김김김 김김김김. Journal of Global Academy
of Marketing Science 16:3, 61-86. [Crossref]
349. Vanessa Apaolaza Ibáñez, Patrick Hartmann, Pilar Zorrilla Calvo. 2006. Antecedents of customer loyalty
in residential energy markets: Service quality, satisfaction, trust and switching costs. The Service Industries
Journal 26:6, 633-650. [Crossref]
350. Adel I. El‐Ansary. 2006. Marketing strategy: taxonomy and frameworks. European Business Review 18:4,
351. Siohong Tih, Sean Ennis. 2006. Cross‐industry analysis of consumer assessments of internet retailers'
service performances. International Journal of Retail & Distribution Management 34:4/5, 290-307.
352. Mark Morrison, Mark Eastburn. 2006. A Study of Brand Equity in a Commodity Market. Australasian
Marketing Journal (AMJ) 14:1, 62-78. [Crossref]
353. Minna Pura. 2005. Linking perceived value and loyalty in location‐based mobile services. Managing Service
Quality: An International Journal 15:6, 509-538. [Abstract] [Full Text] [PDF]
354. Chieh-Hua Wen, Lawrence W. Lan, Hsiu-Ling Cheng. 2005. Structural Equation Modeling to
Determine Passenger Loyalty toward Intercity Bus Services. Transportation Research Record: Journal of
the Transportation Research Board 1927:1, 249-255. [Crossref]
355. Paurav Shukla. 2004. Effect of product usage, satisfaction and involvement on brand switching behaviour.
Asia Pacific Journal of Marketing and Logistics 16:4, 82-104. [Abstract] [PDF]
356. Gus Geursen, Ruth Rentschler. 2003. Unraveling Cultural Value. The Journal of Arts Management, Law,
and Society 33:3, 196-210. [Crossref]
357. Kijpokin Kasemsap. The Roles of Cross-Cultural Perspectives in Global Marketing 37-59. [Crossref]
358. Chandra Sekhar Patro, Madhu Kishore Raghunath Kamakula. Emotional Branding as a Strategy in
Promoting Customer Loyalty 225-246. [Crossref]
359. Manish Kumar Yadav, Alok Kumar Rai, Medha Srivastava. Exploring the Three- Path Mediation Model
1328-1349. [Crossref]

Hellier2003 Repurchase

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Hellier2003 Repurchase

Uploaded by

Copyright:

Available Formats

European Journal of Marketing

Customer repurchase intention: A general structural equation model

Downloaded on: 12 June 2018, At: 17:12 (PT)

*Related content and download information correct at time of download.

School of Information Systems, Faculty of Business and Law,

Keywords Product quality, Customer satisfaction, Customer loyalty, Brand awareness

comprehensive, empirically tested, structural models of the customer

The research model

Several researchers have found satisfaction and attitude to be major

satisfaction ! attitude ! repurchase intention:

In this context, satisfaction is the overall level of customer pleasure and

satisfaction ! brand preference ! repurchase intention:

repurchase decision often depends on a general assessment of the service and

Expected switching cost upon brand preference

Customer loyalty upon brand preference

Intuitively obvious hypotheses with limited empirical analysis

Hypotheses with conflicting empirical evidence

Hypotheses not intuitively obvious with limited empirical analysis

Customer satisfaction upon customer loyalty

and Forrester, 1993):

Satisfaction upon repurchase intention

Perceived value upon customer satisfaction

supported by the argument that in situations where a particular company

Perceived value upon brand preference

Perceived equity upon customer satisfaction

Perceived equity upon perceived value

Perceived quality upon customer satisfaction

Perceived quality upon perceived equity

Perceived quality upon perceived value

four large insurance companies.

Stratification by this experience criterion was found to be inappropriate for

Agent Company A: 2,000 customers Company B: 2,000 customers

Characteristic Company A Company B Company C Company Da Total

Sample size and

the Burford et al. (1971) loyalty index (see Appendix).

Model component Literature source

Perceived quality Cronin and Taylor (1992), Parasuraman et al. (1991)

Path and unstandardised solution (b)

modified model applied

Path and unstandardised solution (b)

Research findings and implications

The direct effect of brand preference on customer repurchase intention is

satisfaction as a factor influencing brand preference, having a significantly

customer satisfaction. This finding is consistent with recent research on

Research is also required to better delineate the effect that expected

between service quality and business performance”, European Journal of Marketing,

of Marketing, Vol. 56 No. 1, pp. 6-21.

Vol. 62 No. 2, pp. 60-77.

compared to other car insurance companies OR the fees

services company? (write names or initials of companies,

Expected switching 18 What level of $ costs do you feel would be incurred in

Brand preference 22 [Company name] meets my car insurance (superannuation)

Repurchase intention 25 Do you intend to continue to purchase, at least the same

[11-point Likert scale adjusted to a seven-point scale]

Journal of Bank Marketing, ahead of print. [Abstract] [Full Text] [PDF]

Republic. Mediterranean Journal of Social Sciences 8:5. . [Crossref]

Management 28:9, 2080-2107. [Abstract] [Full Text] [PDF]

of Information Management 31:6, 582-592. [Crossref]

Retailing and Consumer Services 16:6, 425-433. [Crossref]

Management 27:3, 459-469. [Crossref]

You might also like