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The influence of market heterogeneity on customer loyalty: A multigroup analysis.
dc.creator | Picón Berjoyo, Araceli | es |
dc.creator | Castro Abancens, Ignacio | es |
dc.creator | Ruiz Moreno, Carolina | es |
dc.date.accessioned | 2017-03-16T16:28:13Z | |
dc.date.available | 2017-03-16T16:28:13Z | |
dc.date.issued | 2015 | |
dc.identifier.citation | Picón Berjoyo, A., Castro Abancens, I. y Ruiz Moreno, C. (2015). The influence of market heterogeneity on customer loyalty: A multigroup analysis.. En 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users (1-12), Sevilla: University of Twente. | |
dc.identifier.isbn | 9789036540568 | es |
dc.identifier.uri | http://hdl.handle.net/11441/55934 | |
dc.description.abstract | Loyalty is configured as one of the main determinants of firm performance. Many works have proposed models that analyze the relationship between loyalty and its main determinants: the customer perceived value (PV), their level of satisfaction and their perceived switching costs (PSC). Thus, the aim of this study is to validate a model that gathers the relationships between these variables and analyze the influence of customer characteristics –propensity towards switching and customer involvement- on these relationships in the insurance industry. The results show that (a) for the whole sample, perceived value, satisfactions and switching costs are set as antecedents of loyalty; (b) however, for customers with high tendency to switch, the path to a loyalty behavior is only mediated by the influence of their perceived value in their satisfaction; and finally (c) for these individuals, the strength of the relationship between satisfaction and loyalty is lower than customers with low tendency to switch. | es |
dc.format | application/pdf | es |
dc.language.iso | eng | es |
dc.publisher | University of Twente | es |
dc.relation.ispartof | 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users (2015), pp. 1-12. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Customer perceived value | es |
dc.subject | Customer satisfaction | es |
dc.subject | Perceived switching costs | es |
dc.title | The influence of market heterogeneity on customer loyalty: A multigroup analysis. | es |
dc.type | info:eu-repo/semantics/conferenceObject | es |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Administración de Empresas y Comercialización e Investigación de Mercados (Marketing) | es |
dc.identifier.doi | 10.3990/2.343 | es |
idus.format.extent | 12 | es |
dc.publication.initialPage | 1 | es |
dc.publication.endPage | 12 | es |
dc.eventtitle | 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users | es |
dc.eventinstitution | Sevilla | es |
dc.relation.publicationplace | Enschede | es |
Ficheros | Tamaño | Formato | Ver | Descripción |
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Market heterogeneity.pdf | 246.7Kb | [PDF] | Ver/ | |