Perceived influence of relationship communication on insurance service quality and customer satisfaction
Main Article Content
Abstract
Downloads
Article Details
1. Proposal of Policy for Free Access Periodics
Authors whom publish in this magazine should agree to the following terms:
a. Authors should keep the copyrights and grant to the magazine the right of the first publication, with the work simultaneously permitted under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 that allows the sharing of the work with recognition of the authorship of the work and initial publication in this magazine.
b. Authors should have authorization for assuming additional contracts separately, for non-exclusive distribution of the version of the work published in this magazine (e.g.: to publish in an institutional repository or as book chapter), with recognition of authorship and initial publication in this magazine.
c. Authors should have permission and should be stimulated to publish and to distribute its work online (e.g.: in institutional repositories or its personal page) to any point before or during the publishing process, since this can generate productive alterations, as well as increasing the impact and the citation of the published work (See The Effect of Free Access).
Proposal of Policy for Periodic that offer Postponed Free Access
Authors whom publish in this magazine should agree to the following terms:
a. Authors should keep the copyrights and grant to the magazine the right of the first publication, with the work simultaneously permitted under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 [SPECIFY TIME HERE] after the publication, allowing the sharing of the work with recognition of the authorship of the work and initial publication in this magazine.
b. Authors should have authorization for assuming additional contracts separately, for non-exclusive distribution of the version of the work published in this magazine (e.g.: to publish in institutional repository or as book chapter), with recognition of authorship and initial publication in this magazine.
c. Authors should have permission and should be stimulated to publish and to distribute its work online (e.g.: in institutional repositories or its personal page) to any point before or during the publishing process, since this can generate productive alterations, as well as increasing the impact and the citation of the published work (See The Effect of Free Access).
d. They allow some kind of open dissemination. Authors can disseminate their articles in open access, but with specific conditions imposed by the editor that are related to:
Version of the article that can be deposited in the repository:
Pre-print: before being reviewed by pairs.
Post-print: once reviewed by pairs, which can be:
The version of the author that has been accepted for publication.
The editor's version, that is, the article published in the magazine.
At which point the article can be made accessible in an open manner: before it is published in the magazine, immediately afterwards or if a period of seizure is required, which can range from six months to several years.
Where to leave open: on the author's personal web page, only departmental websites, the repository of the institution, the file of the research funding agency, among others.
References
ABUROUB, A. S.; HERSH, A. M.; ALADWAN, K. (2011) Relationship between internal marketing and service quality with customer satisfaction. International Journal of Marketing Studies, v. 3, n. 2, p. 107-118.
AGGARWAL-GUPTA, M.; KUMAR, R. (2012) Look who’s talking! Impact of communications relationship satisfaction on justice perceptions. The Journal for Decision Makers, Indian Institute of Management: VIKALPA, v. 35, n. 3, p. 55-64.
ALLERD, A. T. (2001) Employeesevaluations of service quality in banks and credit unions, The International Journal of Banking, v. 19, n. 4, p. 179-185.
ANDERSON, E. W.; FORNELL, C.; MAZVANCHERYL, S. K. (2004) Customer satisfaction and shareholder value. Journal of Marketing, n. 68, p. 172-185.
AXLEY, S. R. (1984) Managerial and organizational communication in terms of the conduit metaphor. Academy of Management Review, n. 9, p. 428-437.
BERLO, D. K. (1960) The process of communication: An introduction to theory and practice. New York: Holt, Rinehart & Winston.
BERRY, L. L. (1983) Relationship marketing, in: BERRY, L. L.; SHOSTACK, G. L.; UPAH, G. (Eds.) Emerging perspective in service marketing. Chicago: American Marketing Association, v. 22, n. 2, p. 114-135.
BERRY, L. L. (1995) Relationship marketing of services---Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, n. 23, p. 236-245.
BOLTON, R. N. (1998) A dynamic model of the duration of the customer’s relationship with a continuous service provider: The role of satisfaction, Marketing Science, v. 17, n. 1, p. 45-65.
BOLTON, R. N.; BHATTACHARYA, C. B. (2000) Relationship marketing in mass markets, in Handbook of Relationship Marketing, SETH, J. N.; PARVATIYAR A. (Eds.) Sage Publications: Thousand Oaks, CA, pp. 37-54.
BOLTON, R. N.; LEMON, K. N.; VERHOEF, P. C. (2004) The theoretical underpinning of customer asset management: A framework and propositions for future research, Journal of the Academy of Marketing Science, n. 32, p. 271-292.
CROSBY, L. A.; EVANS, K. R.; COWLES, D. (1990) Relationship quality in service selling: An interpersonal influence perspective. Journal of Marketing, n. 52, p. 21-34.
CHEN, Z. X.; SHI, Y.; DONG, D. H. (2008) An empirical study of relationship quality in a service setting: A Chinese case. Marketing Intelligence and Planning, v. 26, n. 1, p. 11-25.
DUNCAN, T. (2005) Principles of advertising and integrated marketing communication (IMC), 2nd ed. New York: McGraw-Hill Irwin.
DUNCAN, T.; MORIARTY, S. (1997) Driving brand value, New York: McGraw-Hill.
FESTINGER, L. (1957) Explanations in cognitive dissonance, New York: Wiley.
FINNE, A.; GRONROOS, C. (2009) Rethinking marketing communication: From integrated marketing communication to relationshipcommunication. Journal of Marketing Communications, v. 15, n. 2-3, p. 179-195.
FORNELL, C. (1992) A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, n. 56, p. 6-22.
FORNELL, C.; JOHNSON, M. D.; ANDERSON, E. W.; CHA, J.; BRYANT, B. E. (1996) The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, n. 60, p. 7-18.
GIDHAGEN, M. (1998) Insurance marketing: Services and relationships. Working Paper, 4, Uppsala University, Department of Business Studies, Uppsala: Sweden.
GRONROOS, C. (2000) Service management and marketing: A customer relationship approach. London: John Wiley & Co.
HUTTON, J. G.; MULHERN, F. J. (2003) Marketing communications: Integrated theory, strategy & tactics. West Paterson, NJ: Pentagram.
KODISH, S.; PETTEGREW, L. S. (2008) Enlightened communication is the key to building relationships. Journal of Relationship Marketing, v. 7, n. 2, p.151-176.
KOTLER, P. (2003) Marketing management: Analysis, planning, implementation and control. New York: Prentice Hall.
KOTLER, P.; KELLER, K. L. (2012) Marketing management. Global edition (14th). London:Pearson
KRAUSS, R. M.; MORSELLA, E. (2000) Communication and conflict, in M. Deutsch and P. T. Coleman (Eds.) The handbook of conflict resolution theory and practice. San Francisco: Jossey-Bass
MITHAS, S.; KRISHNAN, M. S.; FORNELL, C. (2005) Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, v. 69, p. 201-209.
MARSEY, P. A.; MARTIN, C.; CLARK, M.; PECK, H. (1995) Relationship marketing for competitive advantage: Winning and keeping customers, Oxford: Butterworth-Heinemann Ltd.
MASSEY, G. R.; DAWES, P. L. (2007) The antecedents and consequence of functional and dysfunctional conflict between marketing managers and sales managers, Industrial Marketing Management, v. 36, n. 8, p. 1118–1129
PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. (1998) Servqual: A multiple-item scale for measuring consumer perception of service quality, Journal of retailing, v. 64, n. 1, p. 12.
PERCY, L.; ELLIOTT, R. (2005) Strategic advertising manage2000ment, (2nd ed.), Oxford: Oxford University Press
PICKTON, D.; BRODERICK, A. (2005) Integrated marketing communications, (2nd ed.), Harlow: FL Prentice Hall
RODRIGUES, P. C. C.; FERNANDES, E. M. S. (2018) Analysis of the data on the quality expectation in school services, from the student's perception. 4º Congresso Internacional de Logística e Operações do IFSP, Suzano, Brazil
SHARMA, N.; PATTERSON, P. G. (2000) Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services, International Journal of Service Industry Management, v. 11, n. 5, p. 470-490.
SHETH, J. N.; PARVATIYAR, A. (1995) The evolution of relationship marketing, International Business Review, v. 4, n. 4, p. 397-418.
SORCE, P. (2002) Relationship marketing strategy, Rochester Institute of Technology, NY: Alfred P. Sloan Foundation Center
STEWART, D. W. (1998) The market-back approach to the design of integrated communications programs: A change in paradigm and a focus on determinants of success. In GRONSTEDT, A.; SIRACUSE, L. (Eds.), The ABC’s of IMC: Building blocks for integrated marketing communications (p. 23-29), New York: Advertising Research Foundation.
TANNEN, D. (1990) You just don’t understsnd women and men in conversation. New York: Ballentine Books.
THRASSOU, A.; VRONTIS, D. (2009) A new customer relationship Model: The marketing communication Application. Journal of Promotion Management, n. 15, p. 499-521.
VERHOEF, P. C. (2003) Understanding the effect of customer relationship, Journal of Marketing, v. 67, p. 30-45.
WAGNER, J. A.; HOLLENBECK, J. R. (2010) Organizational behavior: Securing competitive advantage. New York: Taylor & Francis Group.
YANG, L.; CHEN S.; WANG, Y. (2010) The essence of customer relationship management: The case of Taiwan’s insurance industry. Catholic University, Fu Chen: Taiwan
WOOD, J. (2009) Gendered lines: Communication, gender and culture (8th Ed.) Belmonth CA: Wadsworth Publisher.
ZEITHMAL, V. A.; BITNER, M. J. (2003) Services marketing integrating customer focus across the firm, (3rd ed.), New York: McGraw Hill.
ZEITHMAL, V. A.; PARASURAMAN, A.; BERRY, L. (1990) Delivering quality service: Balancing Customer perceptions and expectations. New York: The Free Press.