DC FieldValueLanguage
dc.contributor.authorZondiros, Dimitris-
dc.contributor.authorGiovanis, Apostolos-
dc.contributor.authorTomaras, Petros-
dc.date.accessioned2024-04-11T09:47:21Z-
dc.date.available2024-04-11T09:47:21Z-
dc.date.issued2014-
dc.identifiergoogle_scholar-0rU7vwcAAAAJ:W7OEmFMy1HYC-
dc.identifier.issn1877-0428-
dc.identifier.other0rU7vwcAAAAJ:W7OEmFMy1HYC-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1960-
dc.description.abstractThis study develops and tests a model to investigate the antecedents of customer loyalty of fixed broadband service providers in Greece. The model considers four drivers – perceived functional and technical aspects of service quality, emotional satisfaction and corporate image – that are positively related to each other and positively affect customer intentional loyalty. On evidence drawn from 573 service customers, the hypotheses, which were tested using structural equation modeling, are all supported. The results confirm that perceived service quality aspects, emotional satisfaction and image are key drivers of customer loyalty. The research emphasizes the role of emotional satisfaction and image as mediating variables between perceived service quality aspects and loyalty. The study also shows that a better understanding of the determinants of behavioral intentions in technology- mediated services occurs when affective evaluative constructs are considered along with cognitive ones.en_US
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.relation.ispartofProcedia-social and behavioral sciencesen_US
dc.sourceProcedia-Social and Behavioral Sciences 148, 236-244, 2014-
dc.subjectCustomer loyaltyen_US
dc.subjectService qualityen_US
dc.subjectEmotional satisfactionen_US
dc.subjectCorporate imageen_US
dc.subjectFixed-broadband servicesen_US
dc.subjectTechnology services marketingen_US
dc.titleThe antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate imageen_US
dc.typeConference Paperen_US
dc.relation.conference2nd International Conference on Strategic Innovative Marketing (IC-SIM 2013), 13-17 September 2013, Prague, Czech Republicen_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume148en_US
dc.identifier.spage236en_US
dc.identifier.epage244en_US
dc.linkhttps://www.sciencedirect.com/science/article/pii/S1877042814039433en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeConference Paper-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0003-1028-146X-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
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