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Preliminary communication

PRETHODNICI I ISHODI ZADOVOLJSTVA NAKNADOM ZA NEADEKVATNO PRUŽENU USLUGU U TELEKOMUNIKACIJAMA U HRVATSKOJ ZAJEDNO S ULOGOM IMIDŽA I PERCIPIRANIM TROŠKOVIMA PREBACIVANJA

Ariana Nefat
Dragan Benazić
Dražen Alerić

Fulltext: english, pdf (4 MB) pages 1051-1066 downloads: 397* cite
APA 6th Edition
Nefat, A., Benazić, D. & Alerić, D. (2012). ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS. Economic research - Ekonomska istraživanja, 25 (4), 1051-1066. Retrieved from https://hrcak.srce.hr/97039
MLA 8th Edition
Nefat, Ariana, et al. "ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS." Economic research - Ekonomska istraživanja, vol. 25, no. 4, 2012, pp. 1051-1066. https://hrcak.srce.hr/97039. Accessed 21 Oct. 2021.
Chicago 17th Edition
Nefat, Ariana, Dragan Benazić and Dražen Alerić. "ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS." Economic research - Ekonomska istraživanja 25, no. 4 (2012): 1051-1066. https://hrcak.srce.hr/97039
Harvard
Nefat, A., Benazić, D., and Alerić, D. (2012). 'ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS', Economic research - Ekonomska istraživanja, 25(4), pp. 1051-1066. Available at: https://hrcak.srce.hr/97039 (Accessed 21 October 2021)
Vancouver
Nefat A, Benazić D, Alerić D. ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS. Economic research - Ekonomska istraživanja [Internet]. 2012 [cited 2021 October 21];25(4):1051-1066. Available from: https://hrcak.srce.hr/97039
IEEE
A. Nefat, D. Benazić and D. Alerić, "ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS", Economic research - Ekonomska istraživanja, vol.25, no. 4, pp. 1051-1066, 2012. [Online]. Available: https://hrcak.srce.hr/97039. [Accessed: 21 October 2021]

Abstracts
Ovaj rad proučava efekt naknade za neadekvatno pruženu uslugu na zadovoljstvo klijenta kao i ishode zadovoljstva naknadom za neadekvatno pruženu uslugu, zajedno s moderatorskom ulogom imidža i percipiranih troškova prebacivanja na primjeru mobilnih telekomunikacija u Hrvatskoj. Koristeći koncept pravde, istraživanje pokazuje da distributivna, proceduralna i interakcijska pravda vode do zadovoljstva naknadom za neadekvatno pruženu uslugu, što naknadno utječe na ukupno zadovoljstvo i komunikaciju usmenom predajom; to, naposljetku, snažno utječe na odluku klijenta da se vrati kao klijent. Uloga naknade za neadekvatno pruženu uslugu sagledana kao medijacijska varijabla je potvrđena no ne i imidž i troškovi prebacivanja kao moderatori.

Keywords
naknada za neadekvatno pruženu uslugu; teorija pravde; ukupno zadovoljstvo; usmena predaja; namjera ponovne kupnje

Hrčak ID: 97039

URI
https://hrcak.srce.hr/97039

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