JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
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1 Japan Marketing Academy JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
2 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
3 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
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9 Japan Marketing Academy JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
10 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
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16 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
17 Vol.30 No JAPAN MARKETING JOURNAL 117
18 JCSI ACSI WOMWord of Mouth intangibility inseparability heterogeneity perishability Fisk et al. JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
19 JCSI JCSI IBM SPSS Statistics MRA [ ][],JCSI, SPRING vol.,.,.,,,,, p.-.,. Anderson, Eugene W. and Mary W. Sullivan (),The Antecedents and Consequences of Customer Satisfaction for Firms,Marketing Science, (Spring), -. Augusto de Matos, Celso, J. Luiz Henrique and F. de Rosa (),The different roles of switching costs on the satisfaction-loyalty relationship,international Journal of Bank Marketing, (), -. Aydin, Serkan and Gokhan Ozer (),How switching costs affect subscriber loyalty in the Turkish mobile phone market: An exploratory study,journal of Targeting, Measurement and Analysis for Marketing, (), -. Bansal, H. S. and S. F. Taylor (),The service provider switching model(spsm): a model of consumer switching behavior in the service industry, Journal of Service Research, (), -. Bendapudi, Neeli and Leonard L. Berry (),Customers' Motivations for Maintaining Relationships With Service Providers,Journal of Retailing, (), -. Berry, Leonald L. (), Relationship Marketing, in Leonard L. Berry, Lynn G. Shostack, and Gregory D. Upah, eds., Emerging Perspectives on Service Marketing. Chicago, IL: American Marketing Association, -. Bitner, Mary Jo, Bernard H. Booms and Mary Stanfield Tetreault (),The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,Journal of Marketing, (January), -. Bolton, R. (),A dynamic model of the duration of the customers' relationship with a continuous service provider: The role of satisfaction,marketing Science, (), -. Burnham, T. A., Frels, J. K., and Mahajan, V. (), Consumer switching costs: A typology, antecedents, and consequences,journal of the Academy of Marketing Science,, -. Caruana, A. ()The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony,journal of Targeting, Measurement and Analysis for Marketing, (), -. Chen, Mei-Fang and Ling-Huei Wang (),The moderating role of switching barriers on customer loyalty in the life insurance industry,service Industries Journal, (), -. Colgate, Mark and Bodo Lang (),Switching Barriers in Consumer Markets: an Investigation of the Financial Services Industry,Journal of Consumer Marketing, (), -. JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
20 Cronin, J.J., Jr. and Taylor, S. A. (),Measuring service quality: A reexamination and extension,journal of Marketing, (), -. Dick, Alan S. and Kunal Basu (),Customer Loyalty: Toward an Integrated Conceptual Framework,Journal of the Academy of Marketing Science, (), -. Fisk, Raymond P., Stephen W. Brown and Mary Jo Bitner (),Tracking the Evolution of the Services marketing Literature,Journal of Retailing, (), -. Fornell, Claes (),A National Customer Satisfaction Barometer: The Swedish Experience,Journal of Marketing, (January), -. Gremler D. D. and S. W. Brown (),Service loyalty: its nature, importance, and implications,in Edwardson, B., Brown, S. W. and Johnston, R. (Eds), Advancing Service Quality : A Global Perspective, International Service Quality Association, -. Grove, Stephen J., Raymond P. Fisk and Joby John (), The future of services marketing: forecasts form ten services experts,journal of Services Marketing, (), -. Heskett, Sassar and Schlesinger (),The Service Profit Chain,The Free Press. Hu, A. W. and I. Hwang (),Measuring the effects of consumer switching costs on switching intention in Taiwan mobile telecommunication services,the Journal of American Academy of Business, (), -. Jones, Michael A., David L. Mothersbaugh and Sharon E. Beatty (),Switching Barriers and Repurchase Intentions in Services,Journal of Retailing, (), -. Jones, Michael A., David L. Mothersbaugh and Sharon E. Beatty (),Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes, Journal of Business Research,, -. Jones, Michael A., Kristy E. Reynolds, David L. Mothersbaugh and Sharon E. Beatty (),The Positive and Negative Effects of Switching Costs on Relational Outcomes,Journal of Service Research, (), -. Jones, Thomas O. and W. Earl Sasser, Jr. (),Why Satisfied Customers Defect,Harvard Business Review, (), -. Keaveney, M. Susan (),Customer Switching Behavior in Service Industries: An Exploratory Study,Journal of Marketing, (April), -. Lam, Shun Yin, V. Shankar, M. K. Erramilli and B. Murthy (),Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from a Business-to- Business Service Context,Journal of the Academy of Marketing Science, (), -. Lee, M. and L. F. Cunningham (),A cost/benefit approach to understanding service loyalty,journal of Services Marketing, (), -. Mittal, V., and W. A. Kamakura (),Satisfaction, repurchase intent and repurchase behavior: Investigating the moderating effect of customer characteristics, Journal of Marketing Research, (), -. Oliver, R. L. (),A cognitive model of the antecedents and consequences of satisfaction decisions,journal of Marketing Research,, -. Oliver, R. L. (),Whence customer loyalty?,journal of Marketing, (), -. Oliver, R. L. and J. E. Swan (),Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach,journal of Marketing, (), -. Patterson, Paul G. and Tasman Smith (),A Cross- Cultural Study of Switching Barriers and Propensity to Stay with Service Providers, Journal of Retailing,, -. Ping, Robert, A. (),The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty, Opportunism, and Neglect,Journal of Retailing,, -. Porter, E. M. (), Competitive Strategy. Academic Press, New York, NY. Reichheld, Fredrik F. and W. Earl Sasser (),Zero Defections: Quality Comes to Services,Harvard Business Review, (September/October), -. Renaweera, Chatura and Jaideep Prabhu (),The Influence of Satisfaction, Trust and Switching Barriers on Customer Retention in a Continuous Purchasing Setting,International Journal of Service Industry Management, (), -. Rust, R.T., Zeithaml, V., and Lemon, K. (), Driving customer equity. Boston: The Free Press. Saunders, D. R. (),Moderator variables in prediction, Educational and Psychological Measurement, (), -. Vaquez-Carrasco, R. and Grodon R. Foxall (),Positive vs. negative switching barriers: the influence of service consumers' need for variety,journal of Con- JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
21 sumer Behaviour,, -. Vaquez-Casielles, R., L. Suaez-Alvarez, Belen Del Ri- Lanza, A. (),Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions, Positive Recommendations, and Price Tolerance,Journal of Applied Social Psychology, (), -. Yang, Zhilin and Robin T. Peterson (),Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs,Psychology & Marketing, (), -. JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
Anderson, E. & B. Weitz(1989), "Determinants of Continuity in Conventional Industrial Channel Dyads, " Marketing Science, Vol. 8, No. 4(Fall), pp. 310-3223. Bearden, W. O., R. G. Netemeyer, & M. F. Mobley(1993),
JAPAN MARKETING JOURNAL 117 Vol.30 No.12010
JAPAN MARKETING JOURNAL 117 Vol.30 No.12010 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010 JAPAN MARKETING JOURNAL 117 Vol.30 No.12010 JAPAN MARKETING JOURNAL 117
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JAPAN MARKETING JOURNAL 110 Vol.28 No.22008
Japan Marketing Academy JAPAN MARKETING JOURNAL 110 Vol.28 No.22008 JAPAN MARKETING JOURNAL 110 Vol.28 No.22008 JAPAN MARKETING JOURNAL 110 Vol.28 No.22008 JAPAN MARKETING JOURNAL 110 Vol.28 No.22008 JAPAN
JAPAN MARKETING JOURNAL 122 Vol.31 No.22011
Japan Marketing Academy JAPAN MARKETING JOURNAL 122 Vol.31 No.22011 JAPAN MARKETING JOURNAL 122 Vol.31 No.22011 JAPAN MARKETING JOURNAL 122 Vol.31 No.22011 JAPAN MARKETING JOURNAL 122 Vol.31 No.22011 JAPAN
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JAPAN MARKETING JOURNAL 122 Vol.31 No.22011
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JAPAN MARKETING JOURNAL 123 Vol.31 No.32012
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家庭向け電力小売市場におけるブランドスイッチ要因の検証 ~ ロイヤルティモデルによる検討 ~ 八島明朗 ( 専修大学 )
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