Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty

Detalhes bibliográficos
Autor(a) principal: Amaral, Nicoli Wanderley
Data de Publicação: 2013
Outros Autores: Mota, Marcio de Oliveira, de Freitas, Ana Augusta Ferreira, Junior, Sergio Botelho
Tipo de documento: Artigo
Idioma: por
Título da fonte: REMark - Revista Brasileira de Marketing
Texto Completo: https://periodicos.uninove.br/remark/article/view/11970
Resumo: Customer satisfaction and loyalty are managerial benefits that are strategic objectives of most firms. The marketing services literature suggests some predictors for these benefits; however there are still some gaps in the research. This paper investigates the perceived innovation of customers in the services context as a predictor of satisfaction and loyalty. The collected data were analyzed by statistical tests, including structural equation modeling, and the results indicate strong bonds between perceived innovation, satisfaction, and loyalty. DOI: 10.5585/remark.v12i1.2482
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spelling Innovation Perception in the Services Context and its Influences on Customer Satisfaction and LoyaltyA Percepção da Inovação no Contexto de Serviços e sua Influência na Satisfação e Lealdade do ClienteInnovation in Services, Satisfaction, LoyaltyInovação em Serviços, Satisfação, Lealdade.Customer satisfaction and loyalty are managerial benefits that are strategic objectives of most firms. The marketing services literature suggests some predictors for these benefits; however there are still some gaps in the research. This paper investigates the perceived innovation of customers in the services context as a predictor of satisfaction and loyalty. The collected data were analyzed by statistical tests, including structural equation modeling, and the results indicate strong bonds between perceived innovation, satisfaction, and loyalty. DOI: 10.5585/remark.v12i1.2482 A satisfao e lealdade do cliente so benefcios gerenciais almejados por grande parte das organizaes. No contexto de servios, a literatura prev alguns antecedentes para estes benefcios visando melhor atingi-los. Porm, ainda existem algumas lacunas quanto aos antecedentes da satisfao e lealdade nesse setor. Este artigo, portanto, investiga a inovao percebida pelo consumidor no setor de servios como antecedente de tais benefcios. Os resultados alcanados atravs da utilizao de mtodos quantitativos de modelagem em equaes estruturais sugerem fortes relaes entre a inovao percebida em servios e os construtos satisfao e lealdade.DOI:10.5585/remark.v12i1.2482Universidade Nove de Julho - Uninove2013-05-14info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por ParesPeer-reviewed Articleapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1197010.5585/remark.v12i1.2482ReMark - Revista Brasileira de Marketing; v. 12, n. 1 (2013): Janeiro - Março; 26-502177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMporhttps://periodicos.uninove.br/remark/article/view/11970/5594Direitos autorais 2019 Revista Brasileira de Marketing – Remarkinfo:eu-repo/semantics/openAccessAmaral, Nicoli WanderleyMota, Marcio de Oliveirade Freitas, Ana Augusta FerreiraJunior, Sergio Botelho2019-06-21T15:29:47Zoai:https://periodicos.uninove.br:article/11970Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2019-06-21T15:29:47REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false
dc.title.none.fl_str_mv Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
A Percepção da Inovação no Contexto de Serviços e sua Influência na Satisfação e Lealdade do Cliente
title Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
spellingShingle Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
Amaral, Nicoli Wanderley
Innovation in Services, Satisfaction, Loyalty
Inovação em Serviços, Satisfação, Lealdade.
title_short Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
title_full Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
title_fullStr Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
title_full_unstemmed Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
title_sort Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
author Amaral, Nicoli Wanderley
author_facet Amaral, Nicoli Wanderley
Mota, Marcio de Oliveira
de Freitas, Ana Augusta Ferreira
Junior, Sergio Botelho
author_role author
author2 Mota, Marcio de Oliveira
de Freitas, Ana Augusta Ferreira
Junior, Sergio Botelho
author2_role author
author
author
dc.contributor.author.fl_str_mv Amaral, Nicoli Wanderley
Mota, Marcio de Oliveira
de Freitas, Ana Augusta Ferreira
Junior, Sergio Botelho
dc.subject.por.fl_str_mv Innovation in Services, Satisfaction, Loyalty
Inovação em Serviços, Satisfação, Lealdade.
topic Innovation in Services, Satisfaction, Loyalty
Inovação em Serviços, Satisfação, Lealdade.
description Customer satisfaction and loyalty are managerial benefits that are strategic objectives of most firms. The marketing services literature suggests some predictors for these benefits; however there are still some gaps in the research. This paper investigates the perceived innovation of customers in the services context as a predictor of satisfaction and loyalty. The collected data were analyzed by statistical tests, including structural equation modeling, and the results indicate strong bonds between perceived innovation, satisfaction, and loyalty. DOI: 10.5585/remark.v12i1.2482
publishDate 2013
dc.date.none.fl_str_mv 2013-05-14
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Avaliado por Pares
Peer-reviewed Article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uninove.br/remark/article/view/11970
10.5585/remark.v12i1.2482
url https://periodicos.uninove.br/remark/article/view/11970
identifier_str_mv 10.5585/remark.v12i1.2482
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.uninove.br/remark/article/view/11970/5594
dc.rights.driver.fl_str_mv Direitos autorais 2019 Revista Brasileira de Marketing – Remark
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Direitos autorais 2019 Revista Brasileira de Marketing – Remark
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Nove de Julho - Uninove
publisher.none.fl_str_mv Universidade Nove de Julho - Uninove
dc.source.none.fl_str_mv ReMark - Revista Brasileira de Marketing; v. 12, n. 1 (2013): Janeiro - Março; 26-50
2177-5184
reponame:REMark - Revista Brasileira de Marketing
instname:Universidade Nove de Julho (UNINOVE)
instacron:RBM
instname_str Universidade Nove de Julho (UNINOVE)
instacron_str RBM
institution RBM
reponame_str REMark - Revista Brasileira de Marketing
collection REMark - Revista Brasileira de Marketing
repository.name.fl_str_mv REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)
repository.mail.fl_str_mv claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org
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