Pregled bibliografske jedinice broj: 666546
ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS
ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS // Ekonomska istraživanja, 25 (2012), 4; 1051-1066 (međunarodna recenzija, članak, znanstveni)
CROSBI ID: 666546 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS
Autori
Nefat, Ariana ; Benazić, Dragan ; Alerić, Dražen
Izvornik
Ekonomska istraživanja (1331-677X) 25
(2012), 4;
1051-1066
Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni
Ključne riječi
service recovery satisfaction; justice theory; overall satisfaction; word of mouth; repurchase intention
Sažetak
The paper studies the effect of service recovery on the customer’s satisfaction as well as the outcomes of service recovery satisfaction, along with the moderating role of the image and perceived switching costs as exemplified by mobile telecommunications in Croatia. Using the concept of justice, the research shows that distributive, procedural and interaction justice lead to service recovery satisfaction, which consequently affects overall satisfaction and communication by word of mouth ; these then strongly influence the customer’s intention to return as a customer. The role of service recovery satisfaction seen as a variable of mediator has been confirmed, but not the image and switching costs as moderators.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Ustanove:
Sveučilište Jurja Dobrile u Puli
Citiraj ovu publikaciju:
Časopis indeksira:
- Web of Science Core Collection (WoSCC)
- Social Science Citation Index (SSCI)
- SCI-EXP, SSCI i/ili A&HCI
- Scopus
