2026-05-23T02:26:44Zhttps://riubu.ubu.es/oai/request

oai:riubu.ubu.es:10259/47232022-04-29T12:23:40Zcom_10259_4596com_10259.4_2574com_10259.4_106com_10259_2604col_10259_4597

Méndez Aparicio, Mª Dolores 07565340-7f1a-4ea9-838f-f8aca30d86bd 500 Izquierdo Yusta, Alicia 300 500 0000-0001-5894-6577 Jiménez Zarco, Ana Isabel 71e73dd9-5c49-4abe-bda3-9cd447e52a81 500 2018-02-02T10:13:36Z 2018-02-02T10:13:36Z 2017-07 1664-1078 http://hdl.handle.net/10259/4723 10.3389/fpsyg.2017.01254 Today, the customer-brand relationship is fundamental to a company’s bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual’s service expectations in an online environment; and (2) to establish the influence of these expectations on customers’ likelihood of recommending a service before they have even used it. In accordance with the TAM model (Davis, 1989; Davis et al., 1992), the TRA model (Fishbein and Ajzen, 1975), the extended UTAUT model (Venkatesh et al., 2012), and the approach described by Alloza (2011), this work proposes a theoretical model of the antecedents and consequences of consumer expectations of online services. In order to validate the proposed theoretical model, a sample of individual insurance company customers was analyzed. The results showed, first, the importance of customers’ expectations with regard to the intention to recommend the “private area” of the company’s website to other customers prior to using it themselves. They also revealed the importance to expectations of the antecedents perceived usefulness, ease of use, frequency of use, reputation, and subjective norm. Spanish Ministry of Economy and Competitiveness under Research Project ECO2014-59688- R, “National Program for Research, Develop, and Innovation Oriented toward Societal Challenges,” within the context of the 2013–2016 National Scientific and Technical Research and Innovation Plan. application/pdf eng Frontiers Media Frontiers in Psychology. 2017, V. 8, art. 2254 https://doi.org/10.3389/fpsyg.2017.01254 info:eu-repo/grantAgreement/MINECO/ECO2014-59688-R Attribution 4.0 International http://creativecommons.org/licenses/by/4.0/ info:eu-repo/semantics/openAccess expectations reputation perceived usefulness subjective norm prior recommendation Comercio Commerce Consumer expectations of online services in the insurance industry: an exploratory study of drivers and outcomes info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion CC-LICENSE license_rdf license_rdf application/rdf+xml; charset=utf-8 908 https://riubu.ubu.es/bitstream/10259/4723/8/license_rdf 0175ea4a2d4caec4bbcc37e300941108 MD5 8 THUMBNAIL Méndez-FP_2017.pdf.jpg Méndez-FP_2017.pdf.jpg IM Thumbnail image/jpeg 4522 https://riubu.ubu.es/bitstream/10259/4723/7/M%c3%a9ndez-FP_2017.pdf.jpg 5d98297d0cdc26d82c7170da850723af MD5 7 LICENSE license.txt license.txt text/plain; charset=utf-8 999 https://riubu.ubu.es/bitstream/10259/4723/5/license.txt b295bcbce42e2caabeb0c623d3860c06 MD5 5 ORIGINAL Méndez-FP_2017.pdf Méndez-FP_2017.pdf application/pdf 538379 https://riubu.ubu.es/bitstream/10259/4723/1/M%c3%a9ndez-FP_2017.pdf 5ea001178760ea317846e1e4422c7101 MD5 1 TEXT Méndez-FP_2017.pdf.txt Méndez-FP_2017.pdf.txt Extracted text text/plain 85252 https://riubu.ubu.es/bitstream/10259/4723/6/M%c3%a9ndez-FP_2017.pdf.txt 9b91451abea028aad9b23de76068085a MD5 6 10259/4723 oai:riubu.ubu.es:10259/4723 2022-04-29 14:23:40.293 Repositorio Institucional de la Universidad de Burgos bubrep@ubu.es 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