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dc.contributor.authorMende, Martin-
dc.contributor.authorThompson, Scott-
dc.contributor.authorCoenen, Christian-
dc.date.accessioned2018-03-09T08:16:55Z-
dc.date.available2018-03-09T08:16:55Z-
dc.date.issued2012-
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/3650-
dc.description.abstractDespite 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.de_CH
dc.language.isoende_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectCustomer satisfactionde_CH
dc.subjectCPCAde_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleTempted by another : how customer-perceived competitive advantage influences repurchase intentions in service relationshipsde_CH
dc.typeKonferenz: Sonstigesde_CH
dcterms.typeTextde_CH
zhaw.departementLife Sciences und Facility Managementde_CH
zhaw.organisationalunitInstitut für Facility Management (IFM)de_CH
zhaw.conference.detailsAMA Summer Marketing Educators’ Conference, Chicago, USA, 17-19 August 2012de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewNot specifiedde_CH
Appears in collections:Publikationen Life Sciences und Facility Management

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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.


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