Publication:
Evolutionary changes in service attribute importance in a crisis scenario : the Uruguayan financial crisis

Simple item page
dc.affiliation.dptoUC3M. Departamento de Economía de la Empresaes
dc.contributor.authorKim, Moshe
dc.contributor.authorLado, Nora
dc.contributor.authorTorres Lacomba, Anna
dc.date.accessioned2011-11-28T16:11:24Z
dc.date.available2011-11-28T16:11:24Z
dc.date.issued2009-05
dc.description.abstractThis article attempts to identify and asses the evolution of consumers' differential reactions to major service attribute classes that resulted from and were propagated by a servere financial crisis. The authors perform a longitudinal analysis, using correspondence analysis of square aymmetric matrices, on data generated from three different postcrisis time periods. The first period encompasses data during the 2 weeks after the crisis occurred, the second period assesses data 1 year later, and the third period refers to 5 years later. The results from the first and second periods both indicate the growing importance of credence attributes rather than search attributes compared with during the precrisis period. The third-period analysis indicates a reversal and greater importance of the search attributes that were important in the precrisis period. The result also reveal correlations with the type of banking organization. These findings point to important managerial implications; bank management's inability to realize the shift in consumers' attitudes failed to facilitate and expedite a resolution to the crisis
dc.description.sponsorshipFinancial support of the Spanish Ministry of Education and Science (projects SEJ2006-14098, AND sej2007-65897) is gratefully acknowledge
dc.description.statusPublicado
dc.format.mimetypeapplication/pdf
dc.identifier.bibliographicCitationJournal of Service Research, May 2009, v. 11, n. 4, pp. 429-440
dc.identifier.issn1094-6705
dc.identifier.publicationfirstpage429
dc.identifier.publicationissue4
dc.identifier.publicationlastpage440
dc.identifier.publicationtitleJournal of Service Research
dc.identifier.publicationvolume11
dc.identifier.urihttps://hdl.handle.net/10016/12660
dc.language.isoeng
dc.publisherSage Publications
dc.relation.publisherversionhttp://dx.doi.org/10.1177/1094670508329421
dc.rightsAtribución-NoComercial-SinDerivadas 3.0 España
dc.rights.accessRightsopen access
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/es/
dc.subject.ecienciaEmpresa
dc.subject.otherFinalcial marketing
dc.subject.otherCrisis
dc.subject.otherService attribute importance
dc.subject.otherCorrespondance analysis
dc.titleEvolutionary changes in service attribute importance in a crisis scenario : the Uruguayan financial crisis
dc.typeresearch article*
dc.type.hasVersionAM*
dspace.entity.typePublication
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
evolutionary_lado_JSR_2009_ps.pdf
Size:
2.24 MB
Format:
Adobe Portable Document Format
Description:
Download
Collections
DEE - Artículos de Revistas
Economists Online