Consumer Expectations of Online Services in the Insurance Industry: An Exploratory Study of Drivers and Outcomes
| Autor: | Alicia Izquierdo-Yusta, M. Dolores Méndez-Aparicio, Ana Isabel Jiménez-Zarco |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2017 |
| Předmět: |
prior recommendation
normes subjectives perceived usefulness subjective norm media_common.quotation_subject lcsh:BF1-990 percepció d'utilitat Exploratory research Sample (statistics) expectativas reputación expectatives normas subjetivas 0502 economics and business Psychology Marketing Tertiary sector of the economy General Psychology media_common Original Research Service (business) business.industry Consumidors -- Psicologia 05 social sciences percepción de utilidad Commerce Usability reputation recomanació prèvia reputació recomendación previa Consumers -- Psychology lcsh:Psychology Work (electrical) Consumidores -- Psicología Order (business) 050211 marketing Comercio business 050203 business & management Reputation expectations |
| Zdroj: | Frontiers in Psychology, Vol 8 (2017) Frontiers in Psychology Recercat. Dipósit de la Recerca de Catalunya instname O2, repositorio institucional de la UOC Universitat Oberta de Catalunya (UOC) Repositorio Institucional de la Universidad de Burgos (RIUBU) |
| ISSN: | 1664-1078 |
| DOI: | 10.3389/fpsyg.2017.01254 |
| Popis: | Today, 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. Spanish 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. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|