Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty
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Data de Publicação: | 2013 |
Outros Autores: | , , |
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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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 |
_version_ |
1799138639948546048 |