Artikel
Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type
Purpose The purpose of this paper is to study the drivers of service provider switching intention other than satisfaction and, additionally, analyse the moderating role of the type of service (utilitarian vs hedonic). Specifically, the authors study the effects of alternative attractiveness, post-purchase regret, anticipated regret and past switching behaviour. Design/methodology/approach A representative survey with 800 consumers of mobile phone services (utilitarian) and holiday destinations (hedonic) was carried out. Findings Satisfaction is not a significant antecedent of switching intention in the hedonic service and its effect is marginal in the utilitarian service. In the utilitarian service, the main predictor of switching intention is post-purchase regret, whereas in the hedonic service, the main determinants of switching intention are past switching behaviour and anticipated regret. Originality/value The main contribution of this study is the analysis of the determinants of provider switching behaviour that may explain abandonment by satisfied customers, to see if their influence is greater or smaller than that of satisfaction itself, which has been the most analysed variable. Furthermore, there are expected to be differences between utilitarian and hedonic services, an aspect which is also studied in this work.
- Sprache
-
Englisch
- Erschienen in
-
Journal: European Journal of Management and Business Economics (EJM&BE) ; ISSN: 2444-8451 ; Volume: 29 ; Year: 2020 ; Issue: 1 ; Pages: 54-83 ; Bingley: Emerald
- Klassifikation
-
Management
Marketing
- Thema
-
Utilitarian and hedonic services
Switching behaviour
Alternative attractiveness
Anticipated and post-purchase regret
Variety seeking
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Sánchez, Isabel
Curras-Perez, Rafael
- Ereignis
-
Veröffentlichung
- (wer)
-
Emerald
- (wo)
-
Bingley
- (wann)
-
2020
- DOI
-
doi:10.1108/EJMBE-02-2018-0035
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:42 MEZ
Datenpartner
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Artikel
Beteiligte
- Sánchez, Isabel
- Curras-Perez, Rafael
- Emerald
Entstanden
- 2020
Ähnliche Objekte (12)
The moderating effect of founding assets on the founders' human capital: New venture growth relationship
From Bottom to Top in Higher Education : Women's Experiences and Visions in Different Parts of the World 21(2001)1/2
A study of the influence of workplace ostracism on employees' performance: moderating effect of perceived organizational support
Black African asylum seekers’ experiences of health care access in an eastern German state
Enriching the ECSI model using brand strength in the retail setting
A study of employee acceptance of artificial intelligence technology
The landscape of public service innovation in Indonesia: A comprehensive analysis of its characteristic and trend
A qualitative inquiry into cash waqf model as a source of financing for micro enterprises
Academic sociology: the alarming rise in predatory publishing and its consequences for Islamic economics and finance
The optimum size of rotating qarḍ ḥasan savings and credit associations
The effects of entrepreneurial orientation dimensions on performance in the tourism sector
Additive manufacturing: Digitally changing the global business landscape
The moderating effect of founding assets on the founders' human capital: New venture growth relationship
From Bottom to Top in Higher Education : Women's Experiences and Visions in Different Parts of the World 21(2001)1/2
A study of the influence of workplace ostracism on employees' performance: moderating effect of perceived organizational support
Black African asylum seekers’ experiences of health care access in an eastern German state
Enriching the ECSI model using brand strength in the retail setting
A study of employee acceptance of artificial intelligence technology
The landscape of public service innovation in Indonesia: A comprehensive analysis of its characteristic and trend
A qualitative inquiry into cash waqf model as a source of financing for micro enterprises
Academic sociology: the alarming rise in predatory publishing and its consequences for Islamic economics and finance
The optimum size of rotating qarḍ ḥasan savings and credit associations
The effects of entrepreneurial orientation dimensions on performance in the tourism sector
Additive manufacturing: Digitally changing the global business landscape
The moderating effect of founding assets on the founders' human capital: New venture growth relationship
From Bottom to Top in Higher Education : Women's Experiences and Visions in Different Parts of the World 21(2001)1/2
A study of the influence of workplace ostracism on employees' performance: moderating effect of perceived organizational support
Black African asylum seekers’ experiences of health care access in an eastern German state
Enriching the ECSI model using brand strength in the retail setting
A study of employee acceptance of artificial intelligence technology
The landscape of public service innovation in Indonesia: A comprehensive analysis of its characteristic and trend
A qualitative inquiry into cash waqf model as a source of financing for micro enterprises
Academic sociology: the alarming rise in predatory publishing and its consequences for Islamic economics and finance
The optimum size of rotating qarḍ ḥasan savings and credit associations
The effects of entrepreneurial orientation dimensions on performance in the tourism sector