The Role of the Positive Switching Costs in the Insurance Industry
Autor(a) principal: | |
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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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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 info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/306 oai:u3isjournal.isvouga.pt:article/306 |
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 |
language |
eng |
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 |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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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1799130450934890496 |