دانلود مقاله isi با موضوع نقش تعدیل کننده نوع خدمات
در قالب pdf و در 30 اسلاید،زبان: انگلیسی، شامل:
فهرست مطالب:
چکیده
مقدمه
مروری بر تحقیقات قبلی
روش تجزیه و تحلیل مقاله و داده ها
نتیجه گیری
منابع
Abstract
Introduction
Literature review
Method
Results
References
موضوع انگلیسی:Is satisfaction a necessary and
sufficient condition to avoid
switching? The moderating role of
service type
چکیده:Abstract
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.
Keywords Utilitarian and hedonic services, Switching behaviour, Alternative attractiveness,
Anticipated and post-purchase regret, Variety seeking
Paper type Research paper
