惯性对服务期限的中介作用

Q2 Decision Sciences

Journal of Applied Structural Equation Modeling Pub Date : 2019-01-05 DOI:10.47263/jasem.3(1)02

Jonathan Lee, Heungsun Hwang, An Tran, Astrid L. Keel

{"title":"惯性对服务期限的中介作用","authors":"Jonathan Lee, Heungsun Hwang, An Tran, Astrid L. Keel","doi":"10.47263/jasem.3(1)02","DOIUrl":null,"url":null,"abstract":"Firms devote large amounts of resources toward customer retention practices since relationship duration is a key driver in enhancing customer lifetime value. We posit that customer inertia plays an important role in determining service duration. In analysing service duration, we incorporate inertia into existing models that feature customer satisfaction, loyalty, and switching costs. A structural equation model is used to show the effect of latent mediation effect of inertia. We find that the mediating role of inertia is significant and the latent interaction effect of loyalty and inertia on service duration is also significant.","PeriodicalId":33617,"journal":{"name":"Journal of Applied Structural Equation Modeling","volume":" ","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2019-01-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"THE MEDIATION EFFECT OF INERTIA ON SERVICE DURATION\",\"authors\":\"Jonathan Lee, Heungsun Hwang, An Tran, Astrid L. Keel\",\"doi\":\"10.47263/jasem.3(1)02\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Firms devote large amounts of resources toward customer retention practices since relationship duration is a key driver in enhancing customer lifetime value. We posit that customer inertia plays an important role in determining service duration. In analysing service duration, we incorporate inertia into existing models that feature customer satisfaction, loyalty, and switching costs. A structural equation model is used to show the effect of latent mediation effect of inertia. We find that the mediating role of inertia is significant and the latent interaction effect of loyalty and inertia on service duration is also significant.\",\"PeriodicalId\":33617,\"journal\":{\"name\":\"Journal of Applied Structural Equation Modeling\",\"volume\":\" \",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-01-05\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Applied Structural Equation Modeling\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.47263/jasem.3(1)02\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"Decision Sciences\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Applied Structural Equation Modeling","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.47263/jasem.3(1)02","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Decision Sciences","Score":null,"Total":0}

引用次数: 2

摘要

公司将大量资源投入到客户保留实践中，因为关系持续时间是提高客户终身价值的关键驱动因素。我们假设顾客惯性在决定服务持续时间方面起着重要作用。在分析服务持续时间时，我们将惯性纳入以客户满意度、忠诚度和转换成本为特征的现有模型中。采用结构方程模型分析了惯性潜在中介效应的影响。研究发现，惯性的中介作用显著，忠诚和惯性对服务持续时间的潜在交互作用也显著。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

THE MEDIATION EFFECT OF INERTIA ON SERVICE DURATION

Firms devote large amounts of resources toward customer retention practices since relationship duration is a key driver in enhancing customer lifetime value. We posit that customer inertia plays an important role in determining service duration. In analysing service duration, we incorporate inertia into existing models that feature customer satisfaction, loyalty, and switching costs. A structural equation model is used to show the effect of latent mediation effect of inertia. We find that the mediating role of inertia is significant and the latent interaction effect of loyalty and inertia on service duration is also significant.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Journal of Applied Structural Equation Modeling Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

9.50

自引率

0.00%

发文量

审稿时长

12 weeks