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The Role of the Positive Switching Costs in the Insurance Industry

Detalhes bibliográficos
Autor(a) principal: Marcos, Anabela
Data de Publicação: 2018
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306
Resumo: The purpose of this paper is to test a framework in car insurances for examining the alternative routes through which different types of positive switching costs (social and lost benefits) operate in affecting outcomes, such as satisfaction, relational commitment, loyalty and word-of-mouth (WOM). Thus, the objective of this paper is to understand the role that positive switching costs plays in the insurance industry. This investigation proposes a theoretical model tested using structural equation modelling (SEM). A questionnaire survey was developed to explore the relationships among two positive switching costs (social switching costs and lost benefits costs), satisfaction, relational commitment, loyalty and WOM. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders. The results show that lost benefits costs directly influence satisfaction, relational commitment, loyalty and WOM. However, social switching costs only influence relational commitment. In turn, satisfaction affects relational commitment, loyalty and WOM. Relational commitment increases loyalty and WOM. Finally, loyalty is a determinant of WOM. In order to address gaps in the literature, the present study developed an integrative model through which two types of positive switching costs operate in directly affecting loyalty and WOM and indirectly, via satisfaction and relational commitment. Research on the downstream effects of different types of switching costs is lacking. Therefore, this investigation examines the mediating role of satisfaction and relational commitment in the relationship between two positive switching costs and loyalty and WOM.
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spelling The Role of the Positive Switching Costs in the Insurance IndustryPositive switching costs; outcomes; car insuranceThe purpose of this paper is to test a framework in car insurances for examining the alternative routes through which different types of positive switching costs (social and lost benefits) operate in affecting outcomes, such as satisfaction, relational commitment, loyalty and word-of-mouth (WOM). Thus, the objective of this paper is to understand the role that positive switching costs plays in the insurance industry. This investigation proposes a theoretical model tested using structural equation modelling (SEM). A questionnaire survey was developed to explore the relationships among two positive switching costs (social switching costs and lost benefits costs), satisfaction, relational commitment, loyalty and WOM. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders. The results show that lost benefits costs directly influence satisfaction, relational commitment, loyalty and WOM. However, social switching costs only influence relational commitment. In turn, satisfaction affects relational commitment, loyalty and WOM. Relational commitment increases loyalty and WOM. Finally, loyalty is a determinant of WOM. In order to address gaps in the literature, the present study developed an integrative model through which two types of positive switching costs operate in directly affecting loyalty and WOM and indirectly, via satisfaction and relational commitment. Research on the downstream effects of different types of switching costs is lacking. Therefore, this investigation examines the mediating role of satisfaction and relational commitment in the relationship between two positive switching costs and loyalty and WOM.ISVOUGA - Instituto Superior de Entre Douro e Vouga2018-06-30T00:00:00Zjournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306oai:u3isjournal.isvouga.pt:article/306International Journal of Marketing, Communication and New Media; Vol 6, No 10 (2018)2182-9306reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306/157Copyright (c) 2018 International Journal of Marketing, Communication and New Mediainfo:eu-repo/semantics/openAccessMarcos, Anabela2022-09-22T10:30:29Zoai:u3isjournal.isvouga.pt:article/306Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:58:18.360320Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The Role of the Positive Switching Costs in the Insurance Industry
title The Role of the Positive Switching Costs in the Insurance Industry
spellingShingle The Role of the Positive Switching Costs in the Insurance Industry
Marcos, Anabela
Positive switching costs; outcomes; car insurance
title_short The Role of the Positive Switching Costs in the Insurance Industry
title_full The Role of the Positive Switching Costs in the Insurance Industry
title_fullStr The Role of the Positive Switching Costs in the Insurance Industry
title_full_unstemmed The Role of the Positive Switching Costs in the Insurance Industry
title_sort The Role of the Positive Switching Costs in the Insurance Industry
author Marcos, Anabela
author_facet Marcos, Anabela
author_role author
dc.contributor.author.fl_str_mv Marcos, Anabela
dc.subject.por.fl_str_mv Positive switching costs; outcomes; car insurance
topic Positive switching costs; outcomes; car insurance
description The purpose of this paper is to test a framework in car insurances for examining the alternative routes through which different types of positive switching costs (social and lost benefits) operate in affecting outcomes, such as satisfaction, relational commitment, loyalty and word-of-mouth (WOM). Thus, the objective of this paper is to understand the role that positive switching costs plays in the insurance industry. This investigation proposes a theoretical model tested using structural equation modelling (SEM). A questionnaire survey was developed to explore the relationships among two positive switching costs (social switching costs and lost benefits costs), satisfaction, relational commitment, loyalty and WOM. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders. The results show that lost benefits costs directly influence satisfaction, relational commitment, loyalty and WOM. However, social switching costs only influence relational commitment. In turn, satisfaction affects relational commitment, loyalty and WOM. Relational commitment increases loyalty and WOM. Finally, loyalty is a determinant of WOM. In order to address gaps in the literature, the present study developed an integrative model through which two types of positive switching costs operate in directly affecting loyalty and WOM and indirectly, via satisfaction and relational commitment. Research on the downstream effects of different types of switching costs is lacking. Therefore, this investigation examines the mediating role of satisfaction and relational commitment in the relationship between two positive switching costs and loyalty and WOM.
publishDate 2018
dc.date.none.fl_str_mv 2018-06-30T00:00:00Z
dc.type.driver.fl_str_mv journal article
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dc.identifier.uri.fl_str_mv http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306
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url http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306
identifier_str_mv oai:u3isjournal.isvouga.pt:article/306
dc.language.iso.fl_str_mv eng
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dc.relation.none.fl_str_mv http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306/157
dc.rights.driver.fl_str_mv Copyright (c) 2018 International Journal of Marketing, Communication and New Media
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2018 International Journal of Marketing, Communication and New Media
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv ISVOUGA - Instituto Superior de Entre Douro e Vouga
publisher.none.fl_str_mv ISVOUGA - Instituto Superior de Entre Douro e Vouga
dc.source.none.fl_str_mv International Journal of Marketing, Communication and New Media; Vol 6, No 10 (2018)
2182-9306
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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