The examination of social and service relational aspects on customers' retention
Consumers are increasingly joining social networking sites (SNS) where they build online relationships with friends and brands they engage with. While SNS related studies are growing, the Middle East region still lacks a proper understanding relating to SNS effects on customer retention within a ser...
محفوظ في:
| المؤلف الرئيسي: | |
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| مؤلفون آخرون: | , |
| التنسيق: | conferenceObject |
| منشور في: |
2023
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| الموضوعات: | |
| الوصول للمادة أونلاين: | http://hdl.handle.net/10725/14775 https://doi.org/10.1007/978-3-031-32894-7_9 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php https://link.springer.com/chapter/10.1007/978-3-031-32894-7_9 |
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إضافة وسم
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| _version_ | 1864513469694345216 |
|---|---|
| author | Ramadan, Zahy |
| author2 | Farah, Maya F. Bekdache, Salwa |
| author2_role | author author |
| author_facet | Ramadan, Zahy Farah, Maya F. Bekdache, Salwa |
| author_role | author |
| dc.contributor.none.fl_str_mv | Gázquez Abad, Juan Carlos Martínez-López, Francisco J. Gielens, Katrijn |
| dc.creator.none.fl_str_mv | Ramadan, Zahy Farah, Maya F. Bekdache, Salwa |
| dc.date.none.fl_str_mv | 2023-06-12T10:46:44Z 2023-06-12T10:46:44Z 2023 2023-05-20 |
| dc.identifier.none.fl_str_mv | 9783031328947 http://hdl.handle.net/10725/14775 https://doi.org/10.1007/978-3-031-32894-7_9 Ramadan, Z., Farah, M. F., & Bekdache, S. (2023, May). The Examination of Social and Service Relational Aspects on Customers’ Retention. In Advances in National Brand and Private Label Marketing: 10th International Conference, 2023 (pp. 70-79). Cham: Springer Nature Switzerland. http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php https://link.springer.com/chapter/10.1007/978-3-031-32894-7_9 |
| dc.language.none.fl_str_mv | en |
| dc.publisher.none.fl_str_mv | Springer |
| dc.relation.none.fl_str_mv | Springer proceedings in business and economics |
| dc.rights.*.fl_str_mv | info:eu-repo/semantics/openAccess |
| dc.subject.none.fl_str_mv | Marketing -- Congresses Brand name products -- Congresses |
| dc.title.none.fl_str_mv | The examination of social and service relational aspects on customers' retention |
| dc.type.none.fl_str_mv | Conference Paper / Proceeding info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/conferenceObject |
| description | Consumers are increasingly joining social networking sites (SNS) where they build online relationships with friends and brands they engage with. While SNS related studies are growing, the Middle East region still lacks a proper understanding relating to SNS effects on customer retention within a service environment. This study aims to develop the understanding pertaining to SNS relational factors and the ensuing consequence of such bonding on the social platform’s advertising value, consumers’ proneness in comparing insurance premiums and the effect on retention. An internet-based survey was filled by 297 respondents on Facebook, targeting individuals who already use an insurance company’s services. The model measured the overall experience on Facebook while integrating socialization with friends, relationship with the social network itself, SNS ad value, premium comparison, and retention and customer service. This study is amongst the first to examine the effects of relational aspects, from a peer-to-peer and peer-to-SNS perspectives, on the social ad value and the ensuing influence on price comparison propensity and the effects on customer retention in the region. |
| eu_rights_str_mv | openAccess |
| format | conferenceObject |
| id | LAURepo_a243b5017a2114d56a84e5ea0817e58d |
| identifier_str_mv | 9783031328947 Ramadan, Z., Farah, M. F., & Bekdache, S. (2023, May). The Examination of Social and Service Relational Aspects on Customers’ Retention. In Advances in National Brand and Private Label Marketing: 10th International Conference, 2023 (pp. 70-79). Cham: Springer Nature Switzerland. |
| language_invalid_str_mv | en |
| network_acronym_str | LAURepo |
| network_name_str | Lebanese American University repository |
| oai_identifier_str | oai:laur.lau.edu.lb:10725/14775 |
| publishDate | 2023 |
| publisher.none.fl_str_mv | Springer |
| repository.mail.fl_str_mv | |
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| spelling | The examination of social and service relational aspects on customers' retentionRamadan, ZahyFarah, Maya F.Bekdache, SalwaMarketing -- CongressesBrand name products -- CongressesConsumers are increasingly joining social networking sites (SNS) where they build online relationships with friends and brands they engage with. While SNS related studies are growing, the Middle East region still lacks a proper understanding relating to SNS effects on customer retention within a service environment. This study aims to develop the understanding pertaining to SNS relational factors and the ensuing consequence of such bonding on the social platform’s advertising value, consumers’ proneness in comparing insurance premiums and the effect on retention. An internet-based survey was filled by 297 respondents on Facebook, targeting individuals who already use an insurance company’s services. The model measured the overall experience on Facebook while integrating socialization with friends, relationship with the social network itself, SNS ad value, premium comparison, and retention and customer service. This study is amongst the first to examine the effects of relational aspects, from a peer-to-peer and peer-to-SNS perspectives, on the social ad value and the ensuing influence on price comparison propensity and the effects on customer retention in the region.x, 152 pages : illustrations (some color)SpringerGázquez Abad, Juan CarlosMartínez-López, Francisco J.Gielens, Katrijn2023-06-12T10:46:44Z2023-06-12T10:46:44Z20232023-05-20Conference Paper / Proceedinginfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/conferenceObject9783031328947http://hdl.handle.net/10725/14775https://doi.org/10.1007/978-3-031-32894-7_9Ramadan, Z., Farah, M. F., & Bekdache, S. (2023, May). The Examination of Social and Service Relational Aspects on Customers’ Retention. In Advances in National Brand and Private Label Marketing: 10th International Conference, 2023 (pp. 70-79). Cham: Springer Nature Switzerland.http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.phphttps://link.springer.com/chapter/10.1007/978-3-031-32894-7_9enSpringer proceedings in business and economicsinfo:eu-repo/semantics/openAccessoai:laur.lau.edu.lb:10725/147752024-07-10T11:43:43Z |
| spellingShingle | The examination of social and service relational aspects on customers' retention Ramadan, Zahy Marketing -- Congresses Brand name products -- Congresses |
| status_str | publishedVersion |
| title | The examination of social and service relational aspects on customers' retention |
| title_full | The examination of social and service relational aspects on customers' retention |
| title_fullStr | The examination of social and service relational aspects on customers' retention |
| title_full_unstemmed | The examination of social and service relational aspects on customers' retention |
| title_short | The examination of social and service relational aspects on customers' retention |
| title_sort | The examination of social and service relational aspects on customers' retention |
| topic | Marketing -- Congresses Brand name products -- Congresses |
| url | http://hdl.handle.net/10725/14775 https://doi.org/10.1007/978-3-031-32894-7_9 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php https://link.springer.com/chapter/10.1007/978-3-031-32894-7_9 |