Identification and analysis of moderator variables

Ahearne, M., Gruen, T. and Jarvis, C. (1999), “If looks could sell: moderation and mediation of the attractiveness effect on salesperson performance”, International Journal of Research in Marketing, Vol. 16, December, pp. 269‐84. Alba, J.W. and Hutchinson, J.W. (1987), “Dimensions of consumer expertise”, Journal of Consumer Research, Vol. 13, March, pp. 411‐54. AMA Research (2006), “The West European DIY multiples market report 2006”, AMA Research, Cheltenham, www.amaresearch.co.uk/DIY_WestEuro06s.html (accessed 5 November 2006). Anderson, E., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58, July, pp. 53‐66. Anderson, J.C. and Narus, J.A. (1990), “A model of distributor firm and manufacturer firm working relationships”, Journal of Marketing., Vol. 54 No. 1, pp. 42‐58. 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. Archer, J. (1996), “Sex differences in social behavior: are social role and evolutionary explanations compatible?”, American Psychologist, Vol. 51 No. 1, pp. 909‐17. Arnold, H. (1982), “Moderator variables: a classification of conceptual, analytical and psychometric issues”, Organisational Behaviour and Human Performance, Vol. 29, pp. 143‐74. Audrian, A.‐F. (2002), “Can we enhance consumer satisfaction for a utility?Can we enhance consumer satisfaction for a utility? Some elements through the attribute‐satisfaction relationship analysis”, Proceedings of the 11th AMA Frontiers in Services Conference 38. (Maastricht): American Marketing Association 38, Maastricht, American Marketing Association. Bagozzi, R.P. and Yi, Y. (1988), “On evaluation of structural equation models”, Journal of the Academy of Marketing Science, Vol. 16 No. 2, pp. 74‐94. Baron, R.M. and Kenny, D.A. (1986), “The mediator‐moderator variable distinction in social psychological research: conceptual, strategic, and statistical considerations”, Journal of Personality and Social Psychology, Vol. 51 No. 6, pp. 1173‐82. Baumgartner, H. and Homburg, C. (1996), “Application of structural equation modeling in marketing and consumer research: a review”, International Journal of Research in Marketing., Vol. 13, April, pp. 139‐61. Beerli, A., Martín, J.D. and Quintana, A. (2002), “A model of customer loyalty in the retail banking market”, European Journal of Marketing, Vol. 38 Nos 1/2, pp. 253‐75. Bellizzi, J.A. and Bristol, T. (2004), “An assessment of supermarket loyalty cards in one major US market”, Journal of Consumer Marketing, Vol. 21 No. 2, pp. 144‐54. Bennett, R. (1997), “Anger, catharsis, and purchasing behavior following aggressive customer complaints”, Journal of Consumer Marketing, Vol. 14 No. 2, pp. 156‐72. Bennett, R., Hartel, C.E.J. and McColl‐Kennedy, J.R. (2005), “Experience as a moderator of involvement and satisfaction on brand loyalty in a business‐to‐business setting”, Industrial Marketing Management, Vol. 34 No. 1, pp. 97‐107. Bettman, J.R. (1979), An Information Processing Theory of Consumer Choice, Addison Wesley, Reading, MA. Bettman, J.R. and Sujan, M. (1987), “Effects of framing on evaluation of comparable and noncomparable alternative by expert and novice consumers”, Journal of Consumer Research, Vol. 14, September, pp. 141‐54. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, January, pp. 71‐84. Blodgett, J.G., Hill, D.J. and Tax, S.S. (1997), “The effects of distributive, procedural, and interactional justice on post complaint behavior”, Journal of Retailing, Vol. 2, pp. 185‐210. Bloemer, J. and de Ruyter, K. (1998), “On the relationship between store image, store satisfaction and store loyalty”, European Journal of Marketing, Vol. 32 Nos 5/6, pp. 499‐513. Bloemer, J. and Kasper, H.D. (1994), “The impact of satisfaction on brand loyalty: urging on classifying satisfaction and brand loyalty”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 7, pp. 151‐60. Bloemer, J. and Kasper, H.D. (1995), “The complex relationship between consumer satisfaction and brand loyalty”, Journal of Economic Psychology, Vol. 16 No. 2, pp. 311‐29. Bloemer, J., Pauwels, K.H. and Kasper, H.D. (1996), “There is more to loyalty than just satisfaction: the effects of satisfaction and involvement on brand loyalty and dealer loyalty”, working paper, University of Limburg, Maastricht. Bolton, R. (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., Lemon, K.N. and Verhoef, P.C. (2004), “The theoretical underpinnings of customer asset management: a framework and propositions for future research”, Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 271‐92. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioural intentions”, Journal of Marketing Research, Vol. 30, February, pp. 7‐27. Burnham, T.A., Frels, J.K. and Mahajan, V. (2003), “Consumer switching costs: a typology, antecedents, and consequences”, Journal of the Academy of Marketing Science., Vol. 31 No. 2, pp. 109‐26. Churchill, G. and Surprenant, C. (1982), “An investigation into the determinants of customer satisfaction”, Journal of Marketing Research, Vol. 19 No. 4, pp. 491‐504. Collier, D.A. (1995), “Modelling the relationships between process quality errors and overall service process performance”, International Journal of Service Industry Management, Vol. 64 No. 4, pp. 4‐19. Crask, M. and Reynolds, F. (1978), “An indepth profile of the department store shopper”, Journal of Retailing, Vol. 54, Summer, pp. 23‐32. Day, G.S. (1969), “A two‐dimensional concept of brand loyalty”, Journal of Advertising Research, Vol. 9 No. 3, pp. 29‐34. de Bont, C.J.P.M. and Schoormans, J.P.L. (1995), “The effects of product expertise on consumer evaluations of new product concepts”, Journal of Economic Psychology, Vol. 16 No. 4, pp. 599‐615. Dichter, E. (1966), “How word‐of‐mouth advertising works”, Harvard Business Review, Vol. 44, November‐December, pp. 147‐66. Eagly, A.H. (1987), Sex Differences in Social Behavoir: A Social Role Interpretation, Lawrence Erlbaum Associates, Mahwah, NJ. Ehrenberg, A. and Goodhart, G. (2000), “New brands: near instant loyalty”, Journal of Marketing Management, Vol. 16 No. 6, pp. 607‐18. Evans, M. (1999), “Food retailing loyalty schemes – and the Orwellian Millennium”, British Food Journal, Vol. 101 No. 2, pp. 132‐47. Evanschitzky, H. and Wunderlich, M. (2006), “An examination of moderator effects in the four‐stage loyalty model”, Journal of Service Research, Vol. 8 No. 4, pp. 330‐45. Farley, J.U. (1964), “Why does brand loyalty vary over products?”, Journal of Marketing Research, Vol. 1 No. 4, pp. 9‐14. Feick, L. (2001), “The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France”, Journal of Services Marketing, Vol. 15, pp. 35‐48. File, K.M., Cermak, D.S.P. and Prince, R.A. (1994), “Word‐of‐mouth effects in professional services buyer behavior”, Service Industries Journal, Vol. 14, July, pp. 301‐14. Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18 No. 1, pp. 39‐50. 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, October, pp. 7‐18. Fournier, S. (1998), “Consumers and their brands: developing relationship theory in consumer research”, Journal of Consumer Research, Vol. 24, pp. 343‐73. Garbarino, E. and Strahilevitz, M. (2004), “Gender differences in the perceived risk of buying online and the effects of receiving a site recommendation”, Journal of Business Research, Vol. 57 No. 7, pp. 768‐75. Gilly, M.C. (1987), “Postcomplaint processes: from organizational response to repurchase behavior”, Journal of Consumer Affairs, Vol. 21 No. 2, pp. 293‐308. Golden, B.R. (1992), “SBU strategy and performance: the moderating effects of the corporate‐SBU relationship”, Strategic Management Journal, Vol. 13, pp. 45‐58. Goodwin, C. and Ross, I. (1989), “Salient dimensions of perceived fairness in resolution of service complaints”, Journal of Business Research, Vol. 25, pp. 149‐63. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice Hall, Upper Saddle River, NJ. Halstead, D. and Page, T.J. (1992), “The effects on satisfaction and complaining behavior on consumer purchase intentions”, Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, Vol. 3, pp. 1‐11. Hennig‐Thurau, T. and Klee, A. (1997), “The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development”, Psychology & Marketing, Vol. 14 No. 8, pp. 737‐64. Homburg, C. and Giering, A. (2001), “Personal characteristics as moderators of the relationship between customer satisfaction and loyalty: an empirical analysis”, Psychology & Marketing, Vol. 18 No. 1, pp. 43‐66. Homburg, C. and Stock, R. (2004), “The link between salespeople's job satisfaction and customer satisfaction in a business‐to‐business context: a dyadic analysis”, Journal of the Academy of Marketing Science, Vol. 32 No. 2, pp. 144‐58. Homburg, C., Giering, A. and Menon, A. (2003), “Relationship characteristics as moderators of the satisfaction‐loyalty link: findings in a business‐to‐business context”, Journal of Business‐to‐Business Marketing, Vol. 10 No. 3, pp. 35‐62. Iyer, G.R. and Bejou, D. (2004), “Innovation and enhancement for customer service, relations, and satisfaction”, Journal of Relationship Marketing, Vol. 2 Nos 3/4, pp. 1‐13. Jacoby, J. (1971), “A model of multi‐brand loyalty”, Journal of Advertising Research, Vol. 11 No. 3, pp. 25‐32. Johnston, W.J. and Lewin, J.E. (1996), “Organizational buying behavior: towards an integrative framework”, Journal of Business Research, Vol. 35, pp. 1‐16. Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2002), “Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential service outcomes”, Journal of Business Research, Vol. 55, June, pp. 441‐50. Jones, T.O. and Sasser, W.E. (1995), “Why satisfied customers defect”, Harvard Business Review, Vol. 70, November‐December, pp. 88‐99. Kelly, S. and Davis, M.A. (1994), “Antecedents to customer expectations for service recovery”, Journal of the Academy of Marketing Science, Vol. 22, Winter, pp. 52‐61. Korgaonkar, P.K., Lund, D. and Price, B. (1985), “A structural equations approach toward examination of store attitude and store patronage behavior”, Journal of Retailing, Vol. 61 No. 2, pp. 39‐60. Lambert‐Pandraud, R., Laurent, G. and Lapersonne, E. (2005), “Repeat purchasing of new automobiles by older consumers: empirical evidence and interpretations”, Journal of Marketing, Vol. 69, April, pp. 97‐113. Long, J.S. (1983), Covariance Structure Models: An Introduction to LISREL, Sage Publications, Beverly Hills, CA. McMullan, R. (2005), “Service quality vs price: the moderating role of customer loyalty”, Journal of Customer Behaviour, Vol. 4 No. 3, pp. 425‐44. Magi, A. (2003), “Share of wallet in retailing: the effects of customer satisfaction, loyalty cards and shopper characteristics”, Journal of Retailing, Vol. 79 No. 2, pp. 97‐106. Maheswaran, D. (1994), “Country of origin as a stereotype: effects of consumer expertise and attitude strength on product evaluations”, Journal of Consumer Research, Vol. 21, September, pp. 354‐65. Mano, H. and Oliver, R.L. (1993), “Assessing the dimensionality and structure of consumption experience: evaluation, feeling and satisfaction”, Journal of Consumer Research, Vol. 20, December, pp. 451‐66. Mattila, A.S. and Patterson, P.G. (2004), “The impact of culture on consumers' perceptions of service recovery efforts”, Journal of Retailing, Vol. 80 No. 3, pp. 196‐206. Maxham, J.G. and Netemeyer, R.G. (2002), “A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts”, Journal of Marketing, Vol. 66, October, pp. 57‐71. Maxham, J.G. and Netmeyer, R.G. (2003), “Firms reap what they sow: the effects of shared values and perceived organizational justice on customers evaluations of complaint handling”, Journal of Marketing, Vol. 67, January, pp. 46‐62. Mitchell, A.A. and Dacin, P.A. (1996), “The assessment of alternative measures of consumer expertise”, Journal of Consumer Research, Vol. 23, December, pp. 219‐39. 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., Kumar, P. and Tsiros, M. (1999), “Attribute‐level performance, satisfaction, and behavioral intentions over time: a consumption‐system approach”, Journal of Marketing, Vol. 63, April, pp. 88‐101. Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), “The asymmetric impact of negative and positive attribute‐level performance on overall satisfaction and repurchase intentionism”, Journal of Marketing, Vol. 62, January, pp. 33‐47. Moskovitch, M. (1982), “Neuropsychological approach to perception and memory in normal and pathological aging”, in Craik, F.I.M. and Trehub, S. (Eds), Aging and Cognitive Processes, Plenum Press, New York, NY, pp. 55‐78. Narayandas, N. (1997), “Measuring and managing the consequences of customer loyalty: an empirical investigation”, Working paper 98‐003, Harvard Business School, Cambridge, MA. Nyer, P.U. (2000), “An investigation into whether complaining can cause increased satisfaction”, Journal of Consumer Marketing, Vol. 17 No. 1, pp. 9‐19. O'Malley, L. (1998), “Can loyalty schemes really build loyalty?”, Marketing Intelligence & Planning, Vol. 16 No. 1, pp. 47‐55. Odekerken‐Schröder, G., van Birgelen, M., Lemmink, J., de Ruyter, K. and Wetzels, M. (2000), “Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations”, European Journal of Marketing, Vol. 34 Nos 1‐2, pp. 107‐25. Oliva, T.A., Oliver, R.L. and MacMillan, I.C. (1992), “A catastrophe model for developing service satisfaction strategies”, Journal of Marketing, Vol. 56, July, pp. 83‐95. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw‐Hill, New York, NY. Oliver, R.L. (1999), “Whence consumer loyalty”, Journal of Marketing, Vol. 63, pp. 33‐44. Olsen, S.O., Wilcox, J. and Olson, U. (2005), “Consequences of ambivalence on satisfaction and loyalty”, Psychology & Marketing, Vol. 22 No. 3, pp. 247‐69. Passingham, J. (1998), “Grocery retailing and the loyalty card”, International Journal of Market Research, Vol. 40 No. 1, pp. 55‐63. Patterson, P.G. (2000), “A contingency approach to modeling satisfaction with management consulting services”, Journal of Service Research, Vol. 3 No. 2, pp. 138‐53. Patterson, P.G. and Johnson, L. (1995), “Focal brand experience and product based norms as moderators in the satisfaction formation process”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 8, pp. 22‐31. Podsakoff, P.M., MacKenzie, S.B., Jeong‐Yeon, L. and Podsakoff, N.P. (2003), “Common method biases in behavioral research: a critical review of the literature and recommended remedies”, Journal of Applied Psychology, Vol. 88 No. 5, pp. 879‐903. Powell, M. and Ansic, D. (1997), “Gender differences in risk behaviour in financial decision‐making: an experimental analysis”, Journal of Economic Psychology, Vol. 18 No. 6, pp. 605‐29. Price, L.L., Feick, L.F. and Guskey‐Federouch, A. (1988), “Couponing behaviors of the market maven: profile of a super couponer”, in Houston, M.J. (Ed.), Advances in Consumer Research, Vol. 15, Association for Consumer Research, Ann Arbor, MI, pp. 354‐9. Ranaweera, C., McDougall, G. and Bansal, H. (2005), “A model of online customer behavior during the initial transaction: moderating effects of customer characteristics”, Marketing Theory, Vol. 5 No. 1, pp. 51‐74. Reichheld, F.F. (1993), “Loyalty‐based management”, Harvard Business Review, Vol. 71, March‐April, pp. 64‐73. Reinartz, W. and Kumar, V. (2002), “The mismanagement of customer loyalty”, Harvard Business Review, Vol. 80, July, pp. 86‐94. Rust, R.T. and Williams, D.C. (1994), “How length of patronage affects the impact of customer satisfaction on repurchase intention”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 7, pp. 107‐13. Rust, R.T. and Zahorik, A.J. (1993), “Customer satisfaction, customer retention, and market share”, Journal of Retailing, Vol. 69 No. 2, pp. 145‐56. Saad, G. and Gill, T. (2000), “Applications of evolutionary psychology in marketing”, Psychology & Marketing, Vol. 17, pp. 1005‐35. Saris, W.E., Satorra, A. and Sörbom, D. (1987), “The detection and correction of specification errors in structural equation models”, in Clogg, C.C. (Ed.), Sociological Methodology, Jossey‐Bass, San Francisco, CA, pp. 105‐29. Sharma, S., Durand, R.M. and Gur‐Arie, O. (1981), “Identification and analysis of moderator variables”, Journal of Marketing Research, Vol. 18 No. 3, pp. 291‐300. Shugan, S.M. (1980), “The cost of thinking”, Journal of Consumer Research, Vol. 7 No. 2, pp. 99‐111. Slater, S.F. and Narver, J.C. (1992), “Market orientation, performance and the moderating influence on competitive environment”, Report No. 92‐118, Marketing Science Institute, Cambridge, MA. Smith, A.K. and Bolton, R.N. (1998), “An experimental investigation of customer reactions to service failure and recovery encounters”, Journal of Service Research, Vol. 1 No. 1, pp. 65‐81. Spence, M.T. and Brucks, M. (1997), “The moderating effects of problem characteristics on experts' and novices' judgments”, Journal of Marketing Research, Vol. 34 No. 2, pp. 233‐47. Spreng, R.A., Harrel, G.D. and Mackoy, R.D. (1995), “Service recovery: impact on satisfaction and intentions”, Journal of Services Marketing, Vol. 9 No. 1, pp. 15‐23. Stacy, A.W., Newcomb, M.D. and Bentler, P.M. (1991), “Personality, problem drinking, and drunk driving: mediating, moderating, and direct‐effect models”, Journal of Personality and Social Psychology, Vol. 60 No. 5, pp. 795‐811. Sundaram, D.S., Mitra, K. and Webster, C. (1998), “Word‐of‐mouth communications: a motivational analysis”, Advances in Consumer Research, Vol. 25, pp. 527‐31. Swan, J.E. and Oliver, R.L. (1989), “Postpurchase communications by consumers”, Journal of Retailing, Vol. 65 No. 4, pp. 516‐33. Till, B.D. and Busler, M. (2000), “The match‐up hypothesis: physical attractiveness, expertise, and the role of fit on brand attitude, purchase intent and brand beliefs”, Journal of Advertising, Vol. 24 No. 3, pp. 1‐13. Tratensek, D. and Jensen, C. (2005), “2005 annual report – an in‐depth look at the industry's performance”, available at: www.nrha.org/MM2006.pdf (accessed May 4, 2006). Uncles, M.D., Dowling, G.D. and Hammond, K. (2003), “Customer loyalty and customer loyalty programs”, Journal of Consumer Marketing, Vol. 20 No. 4, pp. 294‐317. Vanhuele, M. and Drèze, X. (2000), “Do consumers really know if the price is right? Direct measures of reference price and their implications for retailing”, Les cahiers de recherche, Groupe HEC, Paris. Vogel, D.L., Wester, S.R., Heesacker, M. and Madon, S. (2003), “Confirming gender stereotypes: a social role perspective”, Sex Roles: A Journal of Research, Vol. 48 Nos 11/12, pp. 519‐28. von Wangenheim, F. (2003), “Situational characteristics as moderators of the satisfaction‐loyalty link: an investigation in a business‐to‐business context”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 16, pp. 145‐56. Wakefield, K.L. and Baker, J. (1998), “Excitement at the mall: determinants and effects on shopping response”, Journal of Retailing, Vol. 74, Winter, pp. 515‐39. Walsh, G. and Mitchell, V.‐W. (2005), “Demographic characteristics of consumers who find it difficult to decide”, Marketing Intelligence & Planning, Vol. 23 No. 3, pp. 281‐95. Walsh, G., Gwinner, K.P. and Swanson, S.R. (2004), “What makes mavens tick? Exploring the motives of market mavens' initiation of information diffusion”, Journal of Consumer Marketing, Vol. 21 No. 2, pp. 109‐22. Wells, W.D. and Gubar, G. (1966), “Life cycle concept in marketing research”, Journal of Marketing Research, Vol. 3, November, pp. 355‐63. Westbrook, R.A. (1981), “Sources of consumer satisfaction with retail outlets”, Journal of Retailing, Vol. 57, Fall, pp. 68‐85. Westbrook, R.A. (1987), “Product/consumption‐based affective responses and postpurchase processes”, Journal of Marketing Research, Vol. 24 No. 3, pp. 258‐70. Wilkes, R.E. (1992), “A structural modeling approach to the measurement and meaning of cognitive age”, Journal of Consumer Research, Vol. 19, pp. 292‐301. Yoon, C. (1997), “Age differences in consumers' processing strategies: an investigation of moderating influences”, Journal of Consumer Research, Vol. 24, December, pp. 329‐42. Zeithaml, V.A. (1985), “The new demographics and market fragmentation”, Journal of Marketing, Vol. 49, Summer, pp. 64‐75.