Consumer Expectations of Online Services in the Insurance Industry: An Exploratory Study of Drivers and Outcomes.

ABSTRACT: Today, the customer-brand relationship is fundamental to a company's bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual's service expectations in an online environment; and (2) to establish the influence of these expectations on customers' likelihood of recommending a service before they have even used it. In accordance with the TAM model (Davis, 1989; Davis et al., 1992), the TRA model (Fishbein and Ajzen, 1975), the extended UTAUT model (Venkatesh et al., 2012), and the approach described by Alloza (2011), this work proposes a theoretical model of the antecedents and consequences of consumer expectations of online service

SUBMITTER: Mendez-Aparicio MD 

PROVIDER: S-EPMC5529399 | biostudies-literature | 2017

REPOSITORIES: biostudies-literature