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首页> 外文期刊>European Journal of Management and Business Economics >Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type
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Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type

机译：满足是避免切换的必要和充分条件吗？服务类型的主持人角色

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Purpose The purpose of this paper is to study the drivers of service provider switching intention other than satisfaction and, additionally, analyse the moderating role of the type of service (utilitarian vs hedonic). Specifically, the authors study the effects of alternative attractiveness, post-purchase regret, anticipated regret and past switching behaviour. Design/methodology/approach A representative survey with 800 consumers of mobile phone services (utilitarian) and holiday destinations (hedonic) was carried out. Findings Satisfaction is not a significant antecedent of switching intention in the hedonic service and its effect is marginal in the utilitarian service. In the utilitarian service, the main predictor of switching intention is post-purchase regret, whereas in the hedonic service, the main determinants of switching intention are past switching behaviour and anticipated regret. Originality/value The main contribution of this study is the analysis of the determinants of provider switching behaviour that may explain abandonment by satisfied customers, to see if their influence is greater or smaller than that of satisfaction itself, which has been the most analysed variable. Furthermore, there are expected to be differences between utilitarian and hedonic services, an aspect which is also studied in this work.
机译：目的本文的目的是研究除满意度之外的服务提供商转换意向的驱动因素，此外，还要分析服务类型（功利主义与享乐主义）的调节作用。具体地说，作者研究了替代吸引力，购买后悔，预期后悔和过去转换行为的影响。设计/方法/方法对800名手机服务（功利主义）和度假胜地（享乐主义）的消费者进行了代表性调查。结论在享乐主义服务中，满意度并不是转换意图的重要先决条件，而在功利主义服务中，满意度的影响很小。在功利服务中，转换意向的主要预测因素是购买后的后悔，而在享乐服务中，转换意向的主要决定因素是过去的转换行为和预期后悔。独创性/价值这项研究的主要贡献是分析了提供者转换行为的决定因素，这些因素可以解释满意的顾客的放弃，以了解他们的影响是否大于或小于满意本身的影响，而满意本身是影响最大的变量。此外，功利主义和享乐主义服务之间也存在差异，这一方面也在这项工作中得到了研究。

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