Antecedents to Customer Retention in a Corporate Context

Strategies for relational practice can vary considerably, depending on which constructs are driving customer retention. In this sense, we developed and tested a theoretical model considering the constructs: perceived value, service provider reputation, trust, and switching costs as antecedents to cu...

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Autores principales:	Luciene Eberle, Gabriel Sperandio Milan, Celso Augusto de Matos
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2016
Materias:	perceived value reputation trust switching costs customer retention Business HF5001-6182
Acceso en línea:	https://doaj.org/article/a48b730e7f084922b1143b4bced00fbb
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id	oai:doaj.org-article:a48b730e7f084922b1143b4bced00fbb
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spelling	oai:doaj.org-article:a48b730e7f084922b1143b4bced00fbb2021-11-11T15:48:06ZAntecedents to Customer Retention in a Corporate Context1807-734Xhttps://doaj.org/article/a48b730e7f084922b1143b4bced00fbb2016-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123043477001https://doaj.org/toc/1807-734XStrategies for relational practice can vary considerably, depending on which constructs are driving customer retention. In this sense, we developed and tested a theoretical model considering the constructs: perceived value, service provider reputation, trust, and switching costs as antecedents to customer retention. This quantitative descriptive study began from a survey, which was applied to a sample of 269 companies-customers of a health plans operator. The data was analyzed with the use of a structural equation modeling. The results show that the perceived value influences on reputation; that reputation impacts on trust and switching costs; that switching costs are configured as antecedent to customer retention; and that customer retention is influenced by reputation. Finally, the moderating effect of customer time was investigated by means of the hierarchical regression, there being no statistically significant relationship between switching costs and customer retention.Luciene EberleGabriel Sperandio MilanCelso Augusto de MatosFUCAPE Business Schoolarticleperceived valuereputationtrustswitching costscustomer retentionBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 13, Iss 1, Pp 1-23 (2016)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	perceived value reputation trust switching costs customer retention Business HF5001-6182
spellingShingle	perceived value reputation trust switching costs customer retention Business HF5001-6182 Luciene Eberle Gabriel Sperandio Milan Celso Augusto de Matos Antecedents to Customer Retention in a Corporate Context
description	Strategies for relational practice can vary considerably, depending on which constructs are driving customer retention. In this sense, we developed and tested a theoretical model considering the constructs: perceived value, service provider reputation, trust, and switching costs as antecedents to customer retention. This quantitative descriptive study began from a survey, which was applied to a sample of 269 companies-customers of a health plans operator. The data was analyzed with the use of a structural equation modeling. The results show that the perceived value influences on reputation; that reputation impacts on trust and switching costs; that switching costs are configured as antecedent to customer retention; and that customer retention is influenced by reputation. Finally, the moderating effect of customer time was investigated by means of the hierarchical regression, there being no statistically significant relationship between switching costs and customer retention.
format	article
author	Luciene Eberle Gabriel Sperandio Milan Celso Augusto de Matos
author_facet	Luciene Eberle Gabriel Sperandio Milan Celso Augusto de Matos
author_sort	Luciene Eberle
title	Antecedents to Customer Retention in a Corporate Context
title_short	Antecedents to Customer Retention in a Corporate Context
title_full	Antecedents to Customer Retention in a Corporate Context
title_fullStr	Antecedents to Customer Retention in a Corporate Context
title_full_unstemmed	Antecedents to Customer Retention in a Corporate Context
title_sort	antecedents to customer retention in a corporate context
publisher	FUCAPE Business School
publishDate	2016
url	https://doaj.org/article/a48b730e7f084922b1143b4bced00fbb
work_keys_str_mv	AT lucieneeberle antecedentstocustomerretentioninacorporatecontext AT gabrielsperandiomilan antecedentstocustomerretentioninacorporatecontext AT celsoaugustodematos antecedentstocustomerretentioninacorporatecontext
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Antecedents to Customer Retention in a Corporate Context

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