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ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY SATISFACTION IN TELECOMMUNICATIONS IN CROATIA ALONG WITH THE ROLE OF IMAGE AND PERCEIVED SWITCHING COSTS

Ariana Nefat
Dragan Benazić
Dražen Alerić

Puni tekst: engleski, pdf (4 MB) str. 1051-1066 preuzimanja: 397* citiraj
APA 6th Edition
Nefat, A., Benazić, D. i 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. Preuzeto s 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, br. 4, 2012, str. 1051-1066. https://hrcak.srce.hr/97039. Citirano 24.10.2021.
Chicago 17th Edition
Nefat, Ariana, Dragan Benazić i 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, br. 4 (2012): 1051-1066. https://hrcak.srce.hr/97039
Harvard
Nefat, A., Benazić, D., i 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), str. 1051-1066. Preuzeto s: https://hrcak.srce.hr/97039 (Datum pristupa: 24.10.2021.)
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 [pristupljeno 24.10.2021.];25(4):1051-1066. Dostupno na: https://hrcak.srce.hr/97039
IEEE
A. Nefat, D. Benazić i 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, br. 4, str. 1051-1066, 2012. [Online]. Dostupno na: https://hrcak.srce.hr/97039. [Citirano: 24.10.2021.]

Sažetak
The paper studies the effect of service recovery on the customer’s satisfaction as well as the outcomes of service recovery satisfaction, along with the moderating role of the image and perceived switching costs as exemplified by mobile telecommunications in Croatia. Using the concept of justice, the research shows that distributive, procedural and interaction justice lead to service recovery satisfaction, which consequently affects overall satisfaction and communication by word of mouth; these then strongly influence the customer’s intention to return as a customer. The role of service recovery satisfaction seen as a variable of mediator has been confirmed, but not the image and switching costs as moderators.

Ključne riječi
service recovery satisfaction; justice theory; overall satisfaction; word of mouth; repurchase intention

Hrčak ID: 97039

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

[hrvatski]

Posjeta: 731 *