| Publication type: | Conference other |
| Type of review: | Not specified |
| Title: | Tempted by another : how customer-perceived competitive advantage influences repurchase intentions in service relationships |
| Authors: | Mende, Martin Thompson, Scott Coenen, Christian |
| Conference details: | AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012 |
| Issue Date: | 2012 |
| Language: | English |
| Subjects: | Customer satisfaction; CPCA |
| Subject (DDC): | 658.8: Marketing management |
| Abstract: | Despite intensive research efforts, services marketing scholars do not fully understand the mechanisms that influence customer repurchase intentions. This study expands current knowledge by revealing how a service firm’s customer-perceived competitive advantage (CPCA) influences repurchase intentions. Results from a survey of 2,401 bank customers reveal three crucial insights: First, CPCA influences repurchase intentions even when satisfaction is accounted for. Second, controlling for CPCA renders the main effect of satisfaction on repurchase intentions non-significant. Third, the results reveal a CPCA-by-satisfaction interaction effect such that the influence of CPCA on repurchase intentions increases as satisfaction decreases. Thus, the results show that CPCA plays an important role in shaping repurchase intentions, especially among less satisfied customers. Finally, we compare the results of models that omit CPCA to those that include it. The comparison reveals that service researchers who fail to account for CPCA when studying repurchase intentions risk interpreting main effects in the presence of an interaction, leading to misleading results. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/3650 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | Life Sciences and Facility Management |
| Organisational Unit: | Institute of Facility Management (IFM) |
| Appears in collections: | Publikationen Life Sciences und Facility Management |
Files in This Item:
There are no files associated with this item.
Show full item record
Mende, M., Thompson, S., & Coenen, C. (2012). Tempted by another : how customer-perceived competitive advantage influences repurchase intentions in service relationships. AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012.
Mende, M., Thompson, S. and Coenen, C. (2012) ‘Tempted by another : how customer-perceived competitive advantage influences repurchase intentions in service relationships’, in AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012.
M. Mende, S. Thompson, and C. Coenen, “Tempted by another : how customer-perceived competitive advantage influences repurchase intentions in service relationships,” in AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012, 2012.
MENDE, Martin, Scott THOMPSON und Christian COENEN, 2012. Tempted by another : how customer-perceived competitive advantage influences repurchase intentions in service relationships. In: AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012. Conference presentation. 2012
Mende, Martin, Scott Thompson, and Christian Coenen. 2012. “Tempted by Another : How Customer-Perceived Competitive Advantage Influences Repurchase Intentions in Service Relationships.” Conference presentation. In AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012.
Mende, Martin, et al. “Tempted by Another : How Customer-Perceived Competitive Advantage Influences Repurchase Intentions in Service Relationships.” AMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012, 2012.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.