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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

dc.contributor.author	Sánchez García, Isabel
dc.contributor.author	Currás Pérez, Rafael
dc.date.accessioned	2023-11-22T11:44:48Z
dc.date.available	2023-11-23T05:45:07Z
dc.date.issued	2020	es_ES
dc.identifier.uri	https://hdl.handle.net/10550/91303
dc.description.abstract	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.	es_ES
dc.language.iso	en	es_ES
dc.publisher	Emerald	es_ES
dc.source	Sánchez García, I. and Curras-Perez, R. (2020), "Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type", European Journal of Management and Business Economics, Vol. 29 No. 1, pp. 54-83.	es_ES
dc.subject	utilitarian and hedonic services	es_ES
dc.subject	switching behaviour	es_ES
dc.subject	alternative attractiveness	es_ES
dc.subject	anticipated and post-purchase regret	es_ES
dc.subject	variety seeking	es_ES
dc.title	Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type	es_ES
dc.type	journal article	es_ES
dc.subject.unesco	UNESCO::CIENCIAS ECONÓMICAS	es_ES
dc.identifier.doi	10.1108/EJMBE-02-2018-0035	es_ES
dc.accrualmethod	S	es_ES
dc.embargo.terms	0 days	es_ES
dc.type.hasVersion	VoR	es_ES
dc.rights.accessRights	open access	es_ES