El papel de la reputación, el boca-oreja, la confinaza y la incertidumbre en la contratación de un banco

Referencias bibliográficas

• Akerlof, G. (1970). The market for lemons: quality uncertainty and the market mechanism. Quarterly Journal of Economics, 84, 488-500.
• Alam, S., & Yasin, N. (2010). What factors influence online brand trust: evidence from online tickets buyers in Malaysia. Journal of Theoretical and Applied Electronic Commerce Research, 5, 78-89.
• Anderson, E., & Weitz, B. (1989). Determinants of continuity in conventional industrial channel dyads. Marketing Science, 8, 310-313.
• Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 291-295.
• Asociación Española de Banca (2010). Anuario estadístico de 2010 [consultado 14 Feb 2012]. Disponible en www.aebanca.es/es/Publicaciones/Anuario Estad%C3%ADstico/index.htm.
• Ball, D., Coelho, P. S., & Machas, A. (2004). The role of communication and trust in explaining customer loyalty: an extension to the ECSI Model. European Journal of Marketing, 38, 1272-1293.
• Banco de España (2010a). Situación y perspectivas del sector bancario español [consultado 22 Dic 2010]. Disponible en: www.bde.es/webbde/es/secciones/ informes/Publicaciones an/Memoria de la Su/anoactual/ANEJO2ACTIVIDADSOLVENCIA.pdf.
• Banco de España (2010b). Banco Central Europeo. Boletín mensual, Enero 2010 [consultado 21 Dic 2011]. Disponible en: ww.bde.es/webbde/SES/Secciones/ Publicaciones/PublicacionesBCE/BoletinMensualBCE/10/Fich/bm1001.pdf.
• Bansal, H., & Voyer, P. (2000). Word-of-mouth processes within a services purchase decision context. Journal of Service Research, 3, 166-177.
• Barnes, S. J., Bauer, H. H., Neumann, M. M., & Huber, F. (2007). Segmenting cyberspace: a customer typology for the Internet. European Journal of Marketing, 41, 71-93.
• Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
• Bennett, R., & Gabriel, H. (2001a). Reputation, trust and supplier commitment: the case of shipping company/seaport relations. The Journal of Business & Industrial Marketing, 16(6-7), 424-438.
• Bennett, R., & Gabriel, H. (2001b). Corporate reputation, trait covariation and the averaging principle: the case of the UK pensions mis-selling scandal. European Journal of Marketing, 35(3-4), 387-414.
• Bloemer, J., Ruyter, K., & Peeters, P. (1998). Investigating the drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16, 276-286.
• Bone, P. F. (1995). Word-of-mouth effects on short-term. long-term product judgments. Journal of Business Research, 213-223.
• Correia, S. M., & Miranda, F. J. (2011). Brand equity and brand loyalty in theinternet banking context: FIMIX-PLS market segmentation. Journal of Service Science and Management, 4, 476-485.
• Chin, W. W. (1998). The partial least squares approach to structural equation modelling modern methods for business research. In G. A. Marcoulides (Ed.), Lawerence Erlbaum Associates (pp. 295-336). Mahwah NJ.
• Chin, W. W. (2002). Multigroup analysis with PLS,. Disponible en:http://discnt.cba.uh.edu/chin/plsfaq/multigroup.htm.
• Chin, W., & Newsted, P. (1999). Structural equation modelling analysis with small samples using Partial Least Squares. In R. Hoyle (Ed.), Statistical strategies for small sample research (pp. 307-341). Thousand Oaks, CA: Sage Publications.
• Claver-Cortés, E., Pertusa-Ortega, E. M., & Molina-Azorín, J. F. (2011). Estructura organizativa y resultado empresarial: un análisis empírico del papel mediador de la estrategia. Cuadernos de Economía y Dirección de la Empresa, 14, 2-13.
• Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54, 68-81.
• Dahlstrom, R., & Nygaard, A. (1995). An exploratory investigation of interpersonal trust in new and mature market economies. Journal of Retailing, 71, 339-361.
• Davies, M., & Prince, M. (2005). Dynamics of trust between clients and their advertising agencies: advances in performance theory. Academy of Marketing Science Review, 11, 1-32.
• Dimitriadis, S., & Kyrezis, N. (2008). Does trust in the bank build trust in its technology-based channels? Journal of Financial Services Marketing, 13, 28-38.
• Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyerseller relationships. Journal of Marketing, 61, 35-51.
• Einarsdóttir, L. K., & Marteinsdóttir, M. B. (2010). How can Icelandic banks increase and retain trust and behavioural loyalty? Tesis doctoral no publicada Aarhus School of Business.
• Ennew, C., Banerjee, A., & Li, D. (2000). Managing word of mouth communication:empirical evidence from India. The International Journal of Bank Marketing, 18, 75-84.
• Eriksson, K., & Sharma, D. (2003). Modeling uncertainty in buyer-seller cooperation. Journal of Business Research, 56, 961-970.
• Falk, R., & Miller, N. (1992). A primer for soft modelling. The University of Akron Press.
• Fombrun, C. (1998). Indices of corporate reputation: an analysis of media rankings and social monitors' ratings. Corporate Reputation Review, 1, 327-340
• Fornell, C., & Larcker, D. (1981). Structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
• Gallouj, C. (1997). Asymmetry of information and the service relationship: selection and evaluation of the service provider. International Journal of Service Industry Management, 8, 42-64.
• Ganesan, S., & Hess, R. (1997). Dimensions and levels of trust: implications for commitment to a relationship. Marketing Letters, 8, 439-448.
• Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63, 70-87.
• Gilly, M., Graham, J., Wolfinbarger, M., & Yale, L. (1998). A dyadic study of interpersonal information search. Academy of Marketing Science Journal, 26, 83-100.
• Granovetter, M. (1973). The strength of weak ties. American Journal of Sociology, 78, 1360-1380.
• Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality, 20, 4-25.
• Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings A cross cultural analysis, Asia Pacific. Journal of Marketing and Logistics, 22, 351-371.
• Katz, E., & Lazarsfeld, P. F. (1955). Personal influence: the part placed by people in the flow of mass communications. Free Press.
• Keil, M., Tan, B. C. Y., Wei, K., Saarinen, T., Tuunainen, & Vy Wassenaar, A. (2000). Across cultural study on escalation of commitment behavior in software projects. MSI Quarterly, 24, 299-325.
• Kim, K., & Prabhakâr, B. (2004). Initial trust and the adoption of B2C e-Commerce: The case of Internet banking. Database for Advances in Information Systems, 25, 50-64.
• Kirmani, A., & Rao, A. R. (2000). No pain, no gain: A critical review of the literature on signalling unobservable product quality. Journal of Marketing, 64, 66-79. http://proquest.umi.com/pqdweb?RQT=572&VType=PQD&VName=PQD&VInst =PROD&pmid=28402&pcid=1153548&SrchMode=3
• Koenig-Lewis, N., Palmer, A., & Moll, A. (2010). Predicting young consumers' take up of mobile banking services. International Journal of Bank Marketing, 28, 410-432.
• Kulkarni, S. P. (2000). Environmental ethics and information asymmetry among organizational stakeholders. Journal of Business Ethics, 28, 365-381.
• Kumar, N., Scheer, L. K., & Steenkamp, J. B. (1995). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, 32, 54-65.
• Kyung Kyu, K., & Prabhakar, B. (2004). Initial trust and the adoption of B2C ecommerce: the case of internet banking. Database for Advances in Information Systems, 35, 50-64.
• Lassar, W. M., Manolis, C., & Lassar, S. S. (2005). The relationship between consumer innovativeness, personal characteristics, and online banking adoption. International Journal of Bank Marketing, 23, 176-199.
• Lee, J., Garbarino, E., & Lerman, D. (2007). How cultural differences in uncertainty avoidance affect product perceptions. International Marketing Review, 24, 330-349.
• Li, X., Hess, T., & McNab, A. (2009). Culture and acceptance of global web sites: a crosscountry study the effects of national cultural values on acceptance of a personal web portal. The DATA BASE for Advances in Information Systems, 40, 62-87.
• Liu, T., & Wu Li-Wei. (2007). Customer retention and cross-buying in the banking industry: an integration of service attributes, satisfaction and trust. Journal of Financial Services Marketing, 12, 132-145.
• Lockett, A., & Littler, D. (1997). The adoption of direct banking services. Journal of Marketing Management, 13, 791-811.
• Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20, 709-734.
• Meidan, A. (1996). Marketing financial services. Houndmills: McMillan Press.
• Meijboom, B., De Haan, J., & Verheyen, P. (2004). Networks for integrated care provision:an economic approach based on opportunism and trust. Health Policy, 69, 33-43.
• Milewicz, J., & Herbig, P. (1993). The relationship of reputation and credibility to brand success. The Journal of Consumer Marketing, 10, 18-24.
• Milewicz, J., & Herbig, P. (1995). The impact of marketing signals on strategic decision-making ability and profitability. Marketing Intelligence & Planning, 13, 37-46.
• Money, R. B. (2004). Word-of-mouth promotion and switching behaviour in Japanese and American business-to-business service clients. Journal of Business Research, 57, 297-305.
• Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57, 81-101.
• Morgan, & Hunt. (1994). the commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
• Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21, 5-15.
• Murphy, L., Mascardo, G., & Benckendorff, P. (2007). Exploring word-of-mouth influences on travel decisions: friends and relatives vs. other travellers. International Journal of Consumer Studies, 31, 517-527.
• Noordewier, T., George, J., & Kevin, J. (1990). Performance outcomes of purchasing arrangements in industrial buyer-vendor relationships. Journal of Marketing, 54, 80-93.
• Nunnally, J., & Bernstein, I. (1994). Psychometric theory. New York: McGraw-Hill.
• Podoshen. J. (2008). Word of mouth, brand loyalty, acculturation and the American Jewish consumer. Journal ofConsumer Marketing, 2, 266-282.
• Porter, A. W. (1980). Multiple signal extraction by polynomial filtering. Mathematical Systems Theory - MST, 13, 237-254.
• Prabhu, J., & Stewart, D. (2001). Signalling strategies in competitive interaction: building reputations and hiding the truth. Journal of Marketing Research, 38, 62-72.
• Preacher K.J., Leonardelli G.J. (2011). An interactive calculation tool for mediation tests. Disponible en: http://people.hofstra.edu/Jeffrey J Froh/Website Fall 08/ Interactive%20Mediation%20Tests.htm.
• Ringle, C., Wende, S., & Will, A. (2010). Finite mixture partial least squares analysis:methodology and numerical examples. In W. Chin, J. Henseler, H. Wang, & V. Esposito (Eds.), Handbook of Partial Least Squares - concepts, methods and applications (2010). Berlin: Springer.
• Sánchez-Franco, M. J., & Roldán, J. L. (2005). Web acceptance and usage model: a comparison between goal-directed and experiential web users. Internet Research, 15, 21-48.
• Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyerseller relationships. European Journal of Marketing, 32(3-4), 305-322.
• Shapiro, S. (2005). Agency theory. Annual Review of Sociology, 31, 263-284.
• Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgements. Academy of Marketing Science, 28, 150-167.
• Spence, M. (1973). Job Market Signalling. Quarterly Journal of Economics (The Quarterly Journal of Economics), 87, 355-374.
• Sweeney, J., Soutar, G., & Mazzarol, T. (2008). Factors influencing word of mouth effectiveness: receiver perspectives. European Journal of Marketing, 42(3-4), 344-364.
• Veloutsou, C., Daskou, S., & Daskou, A. (2004). Are the determinants of bank loyalty brand specific? Journal of Financial Services Marketing, 9, 113-112
• Williamson, O. (1985). The economic institutions of capitalism. New York: Free Press.
• Yap, K. B., Wong, D., Loh, C., & Bak, R. (2009). Offline and online banking - where todraw the line when building trust in e-banking? International Journal of Bank Marketing, 28, 27-46.