DC FieldValueLanguage
dc.contributor.authorGiovanis, Apostolos-
dc.contributor.authorTsoukatos, Evangelos-
dc.contributor.authorAthanasopoulou, Pinelopi-
dc.date.accessioned2024-05-24T11:33:40Z-
dc.date.available2024-05-24T11:33:40Z-
dc.date.issued2016-05-03-
dc.identifierscopus-84963838553-
dc.identifier.issn1758-888X-
dc.identifier.issn1450-2194-
dc.identifier.other84963838553-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/2459-
dc.description.abstractPurpose – The purpose of this paper is to better predict customers’ behavioral intentions (BI) by developing and empirically testing an integrative conceptual framework that allows us to investigate the mediating role of corporate image (CI) and switching barriers (SB) in the interrelationships among service evaluation constructs (i.e. service quality (SQ), perceived value and customer satisfaction (CS)) and customers’ future intentions. These relationships are explored in the mobile telecommunications service context. Design/methodology/approach – Around 1,000 customers of mobile telecommunication services were questioned using a structured questionnaire. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares path methodology. Findings – Findings indicate that the provision of high-SQ and the creation of superior value, through the development of reasonable costs, can result in high-CS; enhanced CI, and either directly or indirectly through SB, in customers’ favorable BI. However, given the price-competitive structure of the industry under investigation, customers’ loyalty decisions are mainly based on service-related criteria. The value of and satisfaction from delivered services are far more important decision criteria, than image and SB. Research limitations/implications – This study was limited to one service setting and the proposed model should be cross-validated in other service contexts before the relationships among its components are fully clarified. Also the use of cross-section design reduces inference ability regarding temporal changes in research constructs. Practical implications – Results suggest that marketers, in their effort to develop more customer-oriented marketing plans in mature markets, should consider both the pool-in factors, reflecting the value of the provided services; CS, and CI, and the interactions among them as well as with the push-back factors, reflecting SB, as they all impact on customers’ BI. Originality/value – This paper contributes to the body of existing knowledge by considering both CI and SB, along with other service evaluation constructs, as antecedents of consumers’ BI. The interrelationships among SB, service evaluation and CI has not been adequately addressed in the existing literature.en_US
dc.language.isoenen_US
dc.relation.ispartofEuroMed Journal of Businessen_US
dc.subjectBehavioural intentionsen_US
dc.subjectCorporate imageen_US
dc.subjectCustomer satisfactionen_US
dc.subjectPerceived valueen_US
dc.subjectService evaluationen_US
dc.subjectService qualityen_US
dc.titleThe role of corporate image and switching barriers in the service evaluation process: evidence from the mobile telecommunications industryen_US
dc.typeArticleen_US
dc.identifier.doi10.1108/EMJB-01-2015-0002en_US
dc.identifier.scopus2-s2.0-84963838553-
dcterms.accessRights0en_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume11en_US
dc.relation.issue1en_US
dc.identifier.spage132en_US
dc.identifier.epage158en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldSocial Sciencesen_US
dc.journalsOpen Accessen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeArticle-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0003-1028-146X-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
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