Search

The impact of switching barriers as a potential moderator on customer satisfaction in the life insurance industry in Taiwan is examined. Switching barriers are seen as an influential factor on customer loyalty. Switching barriers have been found to have a moderating effect in winning customer loyalty.

A study was conducted to examine how a salesperson's ethical and unethical sales behavior can build or deplete customer trust in the salesperson and in the company, which in turn influences customer loyalty in the life insurance industry. Findings indicate that there is a reciprocal relationship between customer trust in the sales person and customer trust in the company.

A study proposes an integrated model based on the concepts of technology readiness (TR), theory of planned behavior (TPB) and technology acceptance model (TAM) to determine the drivers of consumer satisfaction and continuous intention of use of self-service technologies (SSTs) of firms. Results indicate that the continuous intention of SST use is positively impacted by consumer satisfaction, which is itself influenced by perceived ease of use, subjective norm (SB) and perceived behavioral control (PBC) of SSTs.