{"id":"https://openalex.org/W2005162462","doi":"https://doi.org/10.1108/08876040610691301","title":"How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany","display_name":"How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany","publication_year":2006,"publication_date":"2006-09-26","ids":{"openalex":"https://openalex.org/W2005162462","doi":"https://doi.org/10.1108/08876040610691301","mag":"2005162462"},"language":"en","primary_location":{"id":"doi:10.1108/08876040610691301","doi":"https://doi.org/10.1108/08876040610691301","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040610691301","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},"parent_works":[],"lineage":["https://openalex.org/W2005162462"],"child_works_count":0,"type":"article","is_traditional":true,"indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://repo.uni-hannover.de/bitstreams/e1751399-45c2-4fc4-b435-6d3b7ec83f39/download","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5112274282","display_name":"Gianfranco Walsh","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I181647926","display_name":"University of Strathclyde","ror":"https://ror.org/00n3w3b69","country_code":"GB","type":"education","lineage":["https://openalex.org/I181647926"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Gianfranco Walsh","raw_affiliation_strings":["Department of Marketing, Strathclyde Business School, Glasgow, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Strathclyde Business School, Glasgow, UK","institution_ids":["https://openalex.org/I181647926"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5065915147","display_name":"Keith Dinnie","orcid":"https://orcid.org/0000-0002-5778-7399","observed_orcids":["https://orcid.org/0000-0002-5778-7399"]},"institutions":[{"id":"https://openalex.org/I181647926","display_name":"University of Strathclyde","ror":"https://ror.org/00n3w3b69","country_code":"GB","type":"education","lineage":["https://openalex.org/I181647926"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Keith Dinnie","raw_affiliation_strings":["Department of Marketing, Strathclyde Business School, Glasgow, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Strathclyde Business School, Glasgow, UK","institution_ids":["https://openalex.org/I181647926"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075957642","display_name":"Klaus\u2010Peter Wiedmann","orcid":"https://orcid.org/0000-0003-4889-427X","observed_orcids":["https://orcid.org/0000-0003-4889-427X"]},"institutions":[{"id":"https://openalex.org/I114112103","display_name":"Leibniz University Hannover","ror":"https://ror.org/0304hq317","country_code":"DE","type":"education","lineage":["https://openalex.org/I114112103"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Klaus\u2010Peter Wiedmann","raw_affiliation_strings":["Department of Marketing and Management, University of Hannover, Hannover, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing and Management, University of Hannover, Hannover, Germany","institution_ids":["https://openalex.org/I114112103"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":11.6741,"has_fulltext":true,"cited_by_count":228,"citation_normalized_percentile":{"value":0.97473843,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"20","issue":"6","first_page":"412","last_page":"420"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12738","display_name":"Corporate Identity and Reputation","score":0.004100000020116568,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/corporate-reputation","display_name":"corporate reputation","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-churn","display_name":"customer churn","score":0.9950000047683716},{"id":"https://openalex.org/keywords/switching-intention","display_name":"switching intention","score":0.890999972820282},{"id":"https://openalex.org/keywords/electric-power-companies","display_name":"electric power companies","score":0.6930000185966492},{"id":"https://openalex.org/keywords/deregulated-markets","display_name":"deregulated markets","score":0.6430000066757202},{"id":"https://openalex.org/keywords/utility-customers","display_name":"utility customers","score":0.5590000152587891},{"id":"https://openalex.org/keywords/services-marketing","display_name":"service marketing","score":0.7260000109672546}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7427434325218201},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7317701578140259},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6739620566368103},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.6371551752090454},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6171118021011353},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6127485036849976},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.500309944152832},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.47995948791503906},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4776667058467865},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.43048399686813354},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.4229738116264343},{"id":"https://openalex.org/C201305675","wikidata":"https://www.wikidata.org/wiki/Q852998","display_name":"Stakeholder","level":2,"score":0.4177000820636749},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.32295894622802734},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.137180358171463},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1108/08876040610691301","doi":"https://doi.org/10.1108/08876040610691301","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040610691301","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},{"id":"pmh:oai:discovery.dundee.ac.uk:openaire_cris_publications/cbcae29e-fe5f-4d08-a2c8-c99435fda88a","doi":null,"is_oa":false,"landing_page_url":"https://discovery.dundee.ac.uk/en/publications/cbcae29e-fe5f-4d08-a2c8-c99435fda88a","pdf_url":null,"source":{"id":"https://openalex.org/S4306400523","display_name":"Discovery Research Portal (University of Dundee)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I177639307","host_organization_name":"University of Dundee","host_organization_lineage":["https://openalex.org/I177639307"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Walsh, G, Dinnie, K & Wiedmann, K-P 2006, 'How do Corporate Reputation and Customer Satisfaction Impact Customer Defection? A Study of Private Energy Customers in Germany\u2019', Journal of Services Marketing, vol. 20, no. 6, pp. 412-420. https://doi.org/10.1108/08876040610691301","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:repo.uni-hannover.de:123456789/2759","doi":null,"is_oa":true,"landing_page_url":"https://repo.uni-hannover.de/handle/123456789/2759","pdf_url":"https://repo.uni-hannover.de/bitstreams/e1751399-45c2-4fc4-b435-6d3b7ec83f39/download","source":{"id":"https://openalex.org/S4306401575","display_name":"Institutional Repository of Leibniz Universit\u00e4t Hannover (Leibniz Universit\u00e4t Hannover)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I114112103","host_organization_name":"Leibniz University Hannover","host_organization_lineage":["https://openalex.org/I114112103"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Services Marketing 20 (2006), Nr. 6","raw_type":"doc-type:Article"},{"id":"pmh:oai:www.repo.uni-hannover.de:123456789/2759","doi":null,"is_oa":true,"landing_page_url":"http://www.repo.uni-hannover.de/handle/123456789/2759","pdf_url":null,"source":{"id":"https://openalex.org/S4306401575","display_name":"Institutional Repository of Leibniz Universit\u00e4t Hannover (Leibniz Universit\u00e4t Hannover)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I114112103","host_organization_name":"Leibniz University Hannover","host_organization_lineage":["https://openalex.org/I114112103"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Services Marketing 20 (2006), Nr. 6","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"doi:10.15488/2733","doi":"https://doi.org/10.15488/2733","is_oa":true,"landing_page_url":"https://doi.org/10.15488/2733","pdf_url":null,"source":{"id":"https://openalex.org/S7407052956","display_name":"Leibniz Universit\u00e4t Hannover","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"pmh:oai:repo.uni-hannover.de:123456789/2759","doi":null,"is_oa":true,"landing_page_url":"https://repo.uni-hannover.de/handle/123456789/2759","pdf_url":"https://repo.uni-hannover.de/bitstreams/e1751399-45c2-4fc4-b435-6d3b7ec83f39/download","source":{"id":"https://openalex.org/S4306401575","display_name":"Institutional Repository of Leibniz Universit\u00e4t Hannover (Leibniz Universit\u00e4t Hannover)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I114112103","host_organization_name":"Leibniz University Hannover","host_organization_lineage":["https://openalex.org/I114112103"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Services Marketing 20 (2006), Nr. 6","raw_type":"doc-type:Article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320312770","display_name":"Academy of Marketing","ror":"https://ror.org/014x5gh74"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2005162462.pdf","grobid_xml":"https://content.openalex.org/works/W2005162462.grobid-xml"},"referenced_works_count":48,"referenced_works":["https://openalex.org/W8706888","https://openalex.org/W238369018","https://openalex.org/W624811418","https://openalex.org/W635203348","https://openalex.org/W1515299390","https://openalex.org/W1547661820","https://openalex.org/W1887819992","https://openalex.org/W1985419904","https://openalex.org/W1986866547","https://openalex.org/W1989528006","https://openalex.org/W1995463737","https://openalex.org/W2001916972","https://openalex.org/W2022634656","https://openalex.org/W2025926893","https://openalex.org/W2027617211","https://openalex.org/W2030483771","https://openalex.org/W2043947871","https://openalex.org/W2047361420","https://openalex.org/W2065813178","https://openalex.org/W2073633967","https://openalex.org/W2077820623","https://openalex.org/W2079873873","https://openalex.org/W2082710890","https://openalex.org/W2085086200","https://openalex.org/W2086753750","https://openalex.org/W2088067361","https://openalex.org/W2089796443","https://openalex.org/W2097978649","https://openalex.org/W2099043863","https://openalex.org/W2100039900","https://openalex.org/W2107315230","https://openalex.org/W2109174512","https://openalex.org/W2129692524","https://openalex.org/W2144246394","https://openalex.org/W2156109180","https://openalex.org/W2170185509","https://openalex.org/W2170430750","https://openalex.org/W2327425965","https://openalex.org/W2336645398","https://openalex.org/W2499163118","https://openalex.org/W2500387463","https://openalex.org/W3122585423","https://openalex.org/W4230189759","https://openalex.org/W4235678817","https://openalex.org/W4238444027","https://openalex.org/W4243667233","https://openalex.org/W4249659403","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2012855146","https://openalex.org/W4390987177","https://openalex.org/W238369018","https://openalex.org/W2110180019","https://openalex.org/W7018107617","https://openalex.org/W3212216948","https://openalex.org/W1983030599","https://openalex.org/W2292373555","https://openalex.org/W2067579124","https://openalex.org/W2004065021"],"abstract_inverted_index":{"Purpose":[0],"To":[1],"analyze":[2],"whether":[3],"perceived":[4],"corporate":[5,49,175],"reputation":[6,50,67,152,176,211],"and":[7,43,51,68,124,144,153,166,212,224],"customer":[8,14,58,61,69,110,129,146,216],"satisfaction":[9,59,70,154,213],"are":[10],"directly":[11],"associated":[12],"with":[13],"intention.":[15,53],"Design/methodology/approach":[16],"Using":[17],"structural":[18],"equation":[19],"modeling,":[20],"the":[21,26,87,121,138,160,194,227],"study":[22,136],"is":[23,102],"based":[24],"on":[25,60,142,159,193,215],"responses":[27],"to":[28,73,93,119,127,131,140,170,226],"a":[29,36],"written":[30],"questionnaire":[31],"of":[32,35,57,109,151,162,174,209,231],"462":[33],"customers":[34],"large":[37],"German":[38],"utility.":[39],"Findings":[40],"A":[41],"non\u2010significant":[42],"weak":[44],"relationship":[45],"was":[46,64],"found":[47,72,190],"between":[48],"switching":[52,62],"The":[54,79,107,149,172,207],"postulated":[55],"impact":[56],"intention":[63],"confirmed.":[65],"Corporate":[66],"were":[71],"be":[74,91,157,189],"strongly":[75],"correlated.":[76],"Research":[77],"limitations/implications":[78],"sample":[80],"includes":[81],"only":[82],"one":[83],"company's":[84],"customers,":[85],"so":[86],"findings":[88],"may":[89],"not":[90],"generalized":[92],"other":[94,99],"industries.":[95],"Future":[96],"research":[97,205],"in":[98,112,236],"service":[100],"industries":[101],"called":[103],"for.":[104],"Practical":[105],"implications":[106,221],"threat":[108],"defection":[111,217],"deregulated":[113],"markets":[114],"requires":[115],"power":[116,133],"supply":[117],"companies":[118],"examine":[120],"marketing":[122,182],"instruments":[123],"measures":[125],"required":[126],"inhibit":[128],"willingness":[130],"switch":[132],"suppliers.":[134],"This":[135,201],"demonstrates":[137],"need":[139],"focus":[141],"monitoring":[143],"increasing":[145],"satisfaction.":[147],"Originality/value":[148],"importance":[150],"will":[155],"ultimately":[156],"assessed":[158],"basis":[161],"their":[163,167],"customer\u2010related":[164],"consequences":[165],"economic":[168],"relevance":[169],"companies.":[171],"construct":[173],"has":[177],"attracted":[178],"significant":[179],"attention":[180],"among":[181],"scholars,":[183],"although":[184],"almost":[185],"no":[186],"work":[187],"can":[188],"that":[191],"focuses":[192],"most":[195],"important":[196,234],"stakeholder":[197],"group,":[198],"namely":[199],"customers.":[200],"paper":[202],"addresses":[203],"this":[204],"gap.":[206],"identification":[208],"context\u2010specific":[210],"effects":[214],"offers":[218],"both":[219],"practical":[220],"for":[222],"marketers":[223],"contributes":[225],"theoretical":[228],"knowledge":[229],"base":[230],"an":[232],"increasingly":[233],"domain":[235],"services":[237],"marketing.":[238]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":13},{"year":2023,"cited_by_count":15},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":15},{"year":2020,"cited_by_count":11},{"year":2019,"cited_by_count":16},{"year":2018,"cited_by_count":22},{"year":2017,"cited_by_count":18},{"year":2016,"cited_by_count":13},{"year":2015,"cited_by_count":21},{"year":2014,"cited_by_count":17},{"year":2013,"cited_by_count":10},{"year":2012,"cited_by_count":12}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}