Afficher la notice abrégée

dc.contributor.authorMéndez Aparicio, Mª Dolores
dc.contributor.authorIzquierdo Yusta, Alicia 
dc.contributor.authorJiménez Zarco, Ana Isabel
dc.date.accessioned2018-02-02T10:13:36Z
dc.date.available2018-02-02T10:13:36Z
dc.date.issued2017-07
dc.identifier.issn1664-1078
dc.identifier.urihttp://hdl.handle.net/10259/4723
dc.description.abstractToday, 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.en
dc.description.sponsorshipSpanish 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.en
dc.format.mimetypeapplication/pdf
dc.language.isoenges
dc.publisherFrontiers Mediaen
dc.relation.ispartofFrontiers in Psychology. 2017, V. 8, art. 2254en
dc.rightsAttribution 4.0 International
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectexpectationsen
dc.subjectreputationen
dc.subjectperceived usefulnessen
dc.subjectsubjective normen
dc.subjectprior recommendationen
dc.subject.otherComercioes
dc.subject.otherCommerceen
dc.titleConsumer expectations of online services in the insurance industry: an exploratory study of drivers and outcomesen
dc.typeinfo:eu-repo/semantics/article
dc.rights.accessRightsinfo:eu-repo/semantics/openAccess
dc.relation.publisherversionhttps://doi.org/10.3389/fpsyg.2017.01254
dc.identifier.doi10.3389/fpsyg.2017.01254
dc.relation.projectIDinfo:eu-repo/grantAgreement/MINECO/ECO2014-59688-R
dc.type.hasVersioninfo:eu-repo/semantics/publishedVersionen


Fichier(s) constituant ce document

Thumbnail

Ce document figure dans la(les) collection(s) suivante(s)

Afficher la notice abrégée