How to cite this paper
Baksi, A & Parida, B. (2011). Service quality and switching behavior of customers.Management Science Letters , 1(4), 405-414.
Refrences
Avkiran, N. K. (1994). Developing an Instrument to Measure Customer Service Quality in Branch
Banking. International Journal of Bank Marketing, 12(6), 10-18.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of
Business Research, 24, 253-268.
Bitner, M.J., Booms, B. H. & Mohr, L. A. (1994). Critical service encounters: the employee’s
viewpoint. Journal of Marketing, 58, 95-106.
Bitner, M.J. (1990). Evaluating Service Encounters: the Effects of Physical Surroundings and
Employee Responses. Journal of Marketing, 54, 69-82.
Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing,
30(1), 8-32.
Carman, J.M. (1990). Consumers’ perceptions of service quality: an assessment of the SERVQUAL
dimensions. Journal of Retailing, 66(1), 33-55.
Chakravarty, S., Feinberg, R., & Rhee, E.-Y. (2004). Relationships and individuals’ bank switching
behavior. Journal of Economic Psychology, 25 (4), 507-527.
A. K. Baksi and B.B. Parida / Management Science Letters 1 (2011)
413
Cronin, J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension.
Journal of Marketing, 56, 55-67.
Crosby, L.A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention,
and Prices in the Life Insurance Industry. Journal of Marketing Research, 14, 404-411.
Doran, K.B. (2002). Lessons learned in cross cultural research of Chinese and North American
consumers. Journal of Business Research, 55, 823–829.
Dube, L., Renaghan, L.M., Miller, J.M. (1994). Measuring Customer Satisfaction for Strategic
Management. Cornell University, 39-47.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of
Marketing, 18(4), 36-44.
Gr?nroos, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science
Institute, Boston, MA.
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing
Science, Cambridge, MA.
Julian, C.C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a
retail bank & apos; s services. International Journal of Retail & Distribution Management, 5, 29-34.
Karatepe, O.M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: scale
development and validation. Journal of Retailing and Consumer Services, 12(5), 373-383.
Kearns, D., & Nadler, D. (1992). Prophets in the Dark: How Xerox Reinvented Itself and Beat Back
Japanese, New York: Harper Collins Publishers.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study.
Journal of Marketing, 59, 71-82.
Lehtinen, J.R., & Lehtinen, U. (1982). Service quality: a study of quality dimensions. Unpublished
working paper, Service Management Institute, Helsinki.
Llosa, S., Chandon, J.L., & Orsingher, C. (1998). An empirical study of SERVQUAL’s
dimensionality. The Service Industries Journal, 18(2), 16-44.
Parasuraman, A., & Zeithaml, V. A. (2006). Understanding and improving service quality: A
literature review and research agenda in B. Weitz and R. Wensley (Ed.), Handbook of Marketing,
London: Sage Publications.
Parasuraman, A., Berry, L.L., & Zeithaml, V. A. (1985). A conceptual model of service quality and
its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1988). A multiple-item scale for measuring
consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the
SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Reichheld, F.F., Sassar, W.E. (1990). Zero Defections: Quality Comes to Services. Harvard Business
Review, 68(5), 105-111.
Rust, R.T., & Zahorik, A.J. (1993). Customer Satisfaction, Customer Retention and Market Share.
Journal of Retailing, 69(2), 193-215.
Schneider, B., & White, S.S. (2004). Service Quality: Research Perspectives, Sage Publications:
California.
Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A Tool for Measuring Service Quality in
Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 3(2), 56-60.
Tax, S. S. & Brown, S. W. (1998a). Recovering and learning from service failures. Sloan
Management Review, 40, 75-88.
Weinstein, A. & Johnson, W. C. (1999). Designing and delivering superior customer value: concepts,
cases, and applications. Boca Raton: CRC Press LLC.
Woo, K., & Ennew, C.T. (2005). Measuring business-to-business professional service quality and its
consequences. Journal of Business Research, 58,1178–1185.
Yavas, U., Bilgin, Z., & Shemwell, D.J. (1997). Service quality in the banking sector in an emerging
economy: A consumer survey. International Journal of Bank Marketing, 15(6), 217-223.
414
Zeithaml, V.A. & Bitner, M.J. (2000). Services Marketing: Integrating Customer Focus Across the
Firm. New York, NY:McGraw-Hill.
Zeithaml, V.A., Berry, L.L., & Parasuramann, A. (1996). The behavioral consequences of service
quality. Journal of Marketing, 60, 31-46.
Banking. International Journal of Bank Marketing, 12(6), 10-18.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of
Business Research, 24, 253-268.
Bitner, M.J., Booms, B. H. & Mohr, L. A. (1994). Critical service encounters: the employee’s
viewpoint. Journal of Marketing, 58, 95-106.
Bitner, M.J. (1990). Evaluating Service Encounters: the Effects of Physical Surroundings and
Employee Responses. Journal of Marketing, 54, 69-82.
Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing,
30(1), 8-32.
Carman, J.M. (1990). Consumers’ perceptions of service quality: an assessment of the SERVQUAL
dimensions. Journal of Retailing, 66(1), 33-55.
Chakravarty, S., Feinberg, R., & Rhee, E.-Y. (2004). Relationships and individuals’ bank switching
behavior. Journal of Economic Psychology, 25 (4), 507-527.
A. K. Baksi and B.B. Parida / Management Science Letters 1 (2011)
413
Cronin, J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension.
Journal of Marketing, 56, 55-67.
Crosby, L.A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention,
and Prices in the Life Insurance Industry. Journal of Marketing Research, 14, 404-411.
Doran, K.B. (2002). Lessons learned in cross cultural research of Chinese and North American
consumers. Journal of Business Research, 55, 823–829.
Dube, L., Renaghan, L.M., Miller, J.M. (1994). Measuring Customer Satisfaction for Strategic
Management. Cornell University, 39-47.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of
Marketing, 18(4), 36-44.
Gr?nroos, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science
Institute, Boston, MA.
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing
Science, Cambridge, MA.
Julian, C.C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a
retail bank & apos; s services. International Journal of Retail & Distribution Management, 5, 29-34.
Karatepe, O.M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: scale
development and validation. Journal of Retailing and Consumer Services, 12(5), 373-383.
Kearns, D., & Nadler, D. (1992). Prophets in the Dark: How Xerox Reinvented Itself and Beat Back
Japanese, New York: Harper Collins Publishers.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study.
Journal of Marketing, 59, 71-82.
Lehtinen, J.R., & Lehtinen, U. (1982). Service quality: a study of quality dimensions. Unpublished
working paper, Service Management Institute, Helsinki.
Llosa, S., Chandon, J.L., & Orsingher, C. (1998). An empirical study of SERVQUAL’s
dimensionality. The Service Industries Journal, 18(2), 16-44.
Parasuraman, A., & Zeithaml, V. A. (2006). Understanding and improving service quality: A
literature review and research agenda in B. Weitz and R. Wensley (Ed.), Handbook of Marketing,
London: Sage Publications.
Parasuraman, A., Berry, L.L., & Zeithaml, V. A. (1985). A conceptual model of service quality and
its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1988). A multiple-item scale for measuring
consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the
SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Reichheld, F.F., Sassar, W.E. (1990). Zero Defections: Quality Comes to Services. Harvard Business
Review, 68(5), 105-111.
Rust, R.T., & Zahorik, A.J. (1993). Customer Satisfaction, Customer Retention and Market Share.
Journal of Retailing, 69(2), 193-215.
Schneider, B., & White, S.S. (2004). Service Quality: Research Perspectives, Sage Publications:
California.
Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A Tool for Measuring Service Quality in
Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 3(2), 56-60.
Tax, S. S. & Brown, S. W. (1998a). Recovering and learning from service failures. Sloan
Management Review, 40, 75-88.
Weinstein, A. & Johnson, W. C. (1999). Designing and delivering superior customer value: concepts,
cases, and applications. Boca Raton: CRC Press LLC.
Woo, K., & Ennew, C.T. (2005). Measuring business-to-business professional service quality and its
consequences. Journal of Business Research, 58,1178–1185.
Yavas, U., Bilgin, Z., & Shemwell, D.J. (1997). Service quality in the banking sector in an emerging
economy: A consumer survey. International Journal of Bank Marketing, 15(6), 217-223.
414
Zeithaml, V.A. & Bitner, M.J. (2000). Services Marketing: Integrating Customer Focus Across the
Firm. New York, NY:McGraw-Hill.
Zeithaml, V.A., Berry, L.L., & Parasuramann, A. (1996). The behavioral consequences of service
quality. Journal of Marketing, 60, 31-46.