The role of service value and switching barriers in an integrated model of behavioural intentions

Lu, Tim; Tu, Rungting; Jen, William

doi:10.1080/14783363.2011.614867

Cited by 48 publications

(47 citation statements)

References 51 publications

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“…Las organizaciones empresariales están tratando continuamente de desarrollar estrategias para ofrecer servicios de mayor calidad, con vistas a conseguir usuarios más satisfechos (Lu, Tu, & Jen, 2011). Gestionar la calidad con base en las experiencias de los usuarios con el servicio es un factor importante para mejorar la competitividad y viabilidad de cualquier empresa (Mañas, Giménez, Muyor, Martínez, & Moliner, 2008).…”

Section: Introductionunclassified

Asociación entre calidad del servicio deportivo, valor y satisfacción de usuarios en España

et al. 2015

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r e s u m e N Los modelos conceptuales facilitan la gestión de los servicios deportivos que explican, pero los desarrollados en otros países no ofrecen garantías para ser reproducidos correctamente en España. El objetivo del estudio fue comprobar la reproducibilidad del modelo de evaluación de los servicios deportivos propuesto por Murray y Howat (2002), en el contexto de las organizaciones deportivas en España. En una muestra de 2667 usuarios de servicios deportivos españoles, se relacionaron los conceptos calidad, valor percibido y satisfacción, utilizando modelos de ecuaciones estructurales. Los resultados indicaron el papel de la calidad como antecedente del valor percibido y de la satisfacción de los usuarios. No se encontró relación entre el valor y la satisfacción. Este estudio supone un paso hacia el desarrollo de modelos más integrales, para ayudar a los administradores de los servicios deportivos españoles a establecer estrategias que incrementen la satisfacción y fidelidad del usuario. Palabras clave calidad; organizaciones deportivas; satisfacción; valor A b s t r A C tThe conceptual models facilitate the management of sport services that explain. But the models developed in other countries do not offer guarantees to reproduce correctly in Spain. The aim of this study was to test the reproducibility of the assessment model of sport services proposed by Murray and Howat (2002) in the context of sport organizations in Spain. In a sample of 2667 users of sport services in Spain, we have related the concepts of quality, value and satisfaction. We used structural equation modelling. Findings indicated that quality play a role as antecedent of the satisfaction and of the value. We found no relationship between value and satisfaction. This work is a step towards developing more comprehensive models, to assist managers of sport services to devise strategies that increase the satisfaction and user loyalty.

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Section: Introductionunclassified

Asociación entre calidad del servicio deportivo, valor y satisfacción de usuarios en España

et al. 2015

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“…Sound interaction between personnel and customers has been discussed as being a factor contributing to customer satisfaction [10]. The ability of personnel to distinguish regular clients is equally important as learning individual preferences, problem solving and improving knowledge of products, as well as providing customised attention that will increase satisfaction and in return encourage future repurchases [11]. Lu, Tu and Jen (2011) brought forward the idea of switching barriers in addition to personnel competence as a pair in a model examining behavioural intentions when addressing the possibility of a customer switching to a competitor as mentioned above [11].…”

Section: Theoretical Background and Hypothesismentioning

confidence: 99%

The Moderating Effect of Local VS. Foreign CourierService Providers on Logistic Service Quality (LSQ)

Ho¹,

Ong²,

Tiffany³

et al. 2012

IJTEF

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Abstract-In the courier services industry, service quality is among the most crucial factors for customer satisfaction. This paper applies the Logistic Service Quality (LSQ) model, using variables which include 'timeliness', 'condition/accuracy of order', 'quality of information', and 'availability/quality of personnel' in determining the most effective dimension for providing sound service quality to achieve customer satisfaction under the current market conditions. Multiple regression analysis based on 200 respondents indicated that 'timeliness' has been replaced by 'condition/accuracy of order' as the priority for courier services' customers. The impact of the shift from 'timeliness' to 'condition/accuracy of order' and areas to cover in the future are discussed. Additionally, this paper also explored the moderation effect of foreign and local logistics service providers in influencing the relationship between LSQ and customer satisfaction. Findings show that LSQ perceptions were different for local and foreign companies. This difference in LSQ perceptions eventually affects customer satisfaction.

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“…The relationship between e-transaction satisfaction and switching barrier is therefore treated as a research paradigm, and several studies have found empirical support for this model [4,22]. This study demonstrates that these 12 types of e-transaction satisfaction do exist in the B2B mechanism of an e-wholesaler travel agency, when retailers perceive greater e-transaction satisfaction and exhibit higher switching barriers.…”

Section: Proposition I Upgrading E-transaction Satisfaction On An Inmentioning

confidence: 85%

“…Conceptually, higher levels of core service satisfaction should reduce the perceived benefits of switching service providers, thus yielding higher repurchase intentions [15]. In fact, satisfaction can positively influence repurchase intention and is an antecedent of repurchase intention [16][17][18][19][20][21][22][23][24]. Retailer travel agencies' repurchase intentions should lead to increasing online sale volumes and greater economies of scale.…”

Section: Retailer Travel Agencies' E-transaction Satisfaction On a Whmentioning

confidence: 99%

Do Switching Barriers Exist in the Online Travel Agencies?

Huang¹,

Chang²

2017

J Tourism Hospit

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The role of service value and switching barriers in an integrated model of behavioural intentions

Cited by 48 publications

References 51 publications

Asociación entre calidad del servicio deportivo, valor y satisfacción de usuarios en España

Asociación entre calidad del servicio deportivo, valor y satisfacción de usuarios en España

The Moderating Effect of Local VS. Foreign CourierService Providers on Logistic Service Quality (LSQ)

Do Switching Barriers Exist in the Online Travel Agencies?

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