Diez tipos de expectativas

Pelegrín-Borondo, Jorge; Ayensa, Emma Juaneda; Pascual, Cristina Olarte; Sierra-Murillo, Yolanda

doi:10.16967/rpe.90

Cited by 4 publications

(5 citation statements)

References 54 publications

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“…The many definitions offered on this concept demonstrate that expectations are formed in the mind of the individual and are therefore subjective in nature ( Pelegrín-Borondo et al, 2016 ), subject to the individual’s hope ( Real Academia Española, 2019 ), belief, or idea ( Warren, 2018 ) that something might happen or take effect in a certain situation ( Peralta Montecinos, 2015 ). Expectations are also the benchmark by which the individual compares ( Oliver, 2014 ) and evaluates ( Rodríguez del Bosque and San Martín, 2008 ) the result obtained.…”

Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

“…It should be noted that expectations evolve over time according to changes to the context in which the relationship takes place ( Pelegrín-Borondo et al, 2016 ). As the individual gains experience, however, their expectations become more stable and are transformed into a generalized belief held by the individual in relation to what can be received ( Meyer and Harris, 2012 ).…”

Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

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Customer Experience and Satisfaction in Private Insurance Web Areas

et al. 2020

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Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First is identify the true role of expectations and the perceived quality of the customer’s digital experience. Second is to identify the relationship between customer experience and satisfaction gained in private insurance web areas. Third is to identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least-squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but double role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information, and technology, that offers a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company.

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Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

Customer Experience and Satisfaction in Private Insurance Web Areas

et al. 2020

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“…However, although technology influences the expectation formation process, it is the individual who ultimately carries the process out. Hence, internal factors related to how individuals perceive the brand, their experience with it, their personal characteristics, and the third-party recommendations they receive directly influence the expected future service outcome ( Oliver, 1977 , 1980 ; Cadotte et al, 1987 ; Oliver and Burke, 1999 ; Andreassen, 2000 ; Torres Moraga, 2010 ; Duque-Oliva and Mercado-Barboza, 2011 ; all cited in Pelegrín-Borondo et al, 2016 ).…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

Consumer Expectations of Online Services in the Insurance Industry: An Exploratory Study of Drivers and Outcomes

2017

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Today, the customer-brand relationship is fundamental to a company’s bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual’s service expectations in an online environment; and (2) to establish the influence of these expectations on customers’ likelihood of recommending a service before they have even used it. In accordance with the TAM model (Davis, 1989; Davis et al., 1992), the TRA model (Fishbein and Ajzen, 1975), the extended UTAUT model (Venkatesh et al., 2012), and the approach described by Alloza (2011), this work proposes a theoretical model of the antecedents and consequences of consumer expectations of online services. In order to validate the proposed theoretical model, a sample of individual insurance company customers was analyzed. The results showed, first, the importance of customers’ expectations with regard to the intention to recommend the “private area” of the company’s website to other customers prior to using it themselves. They also revealed the importance to expectations of the antecedents perceived usefulness, ease of use, frequency of use, reputation, and subjective norm.

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“…Las expectativas de un cliente están influidas por factores internos al cliente y por factores externos a él. En relación con la primera categoría, los factores personales son aquellos aspectos inherentes a la personalidad del cliente, que condicionan su forma de interpretar el entorno (Pelegrín-Borondo et al, 2016). El segundo de los factores internos es la experiencia pasada del cliente (Finsterwalder et al, 2012).…”

Section: Introductionunclassified

“…Mediante estos mecanismos de comunicación, el cliente recopila información que condiciona su estructura de conocimiento y le permite generar una creencia sobre lo que debe ocurrir en su relación con el proveedor. Es por ello que las herramientas de difusión de la información utilizadas por la empresa emiten un mensaje que el cliente (o potencial cliente) interpretará como las condiciones del contrato en el futuro con la empresa emisora; de ahí la importancia de realizar promesas factibles (Pelegrín-Borondo et al, 2016).…”

Section: Introductionunclassified

Percepción y expectativas de pacientes de centros especializados en salud renal: Método SEVQUAL y estadística multivariada

Bucheli

Téllez

2020

NOVASINERGIA

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Los pacientes con tratamiento de hemodiálisis están sometidos a un alto estrés mental y físico, siendo la atención que reciben vital para su mejoramiento. El objetivo de esta investigación es identificar las brechas que existen entre la satisfacción de pacientes y la calidad del servicio de hemodiálisis en centros especializados en salud renal de diferentes zonas del Ecuador. Se registran datos de 13 centros, diseñándose un cuestionario y encuestándose al 94% de los pacientes (3063), 2920 considerados prevalentes y 143 de nuevo ingreso. Se aplicó el método SERVQUAL, validando el instrumento a través del alfa de Cronbach y la técnica de cluster para agrupar las debilidades en centros homogéneos. En todas las dimensiones el alfa de Cronbach alcanzó valores superiores a 0.7, validándose la encuesta. Se constata que la satisfacción del paciente sólo se alcanzó en la dimensión Empatía, aunque las brechas están muy cercanas a cero en las dimensiones Fiabilidad, Capacidad de respuesta y Seguridad, no así en Elementos tangibles. La subdivisión del análisis por centros homogéneos permitió la focalización de las estrategias a cada grupo, siendo el grupo 2 de centros el que peor comportamiento posee y sobre el que mayor número de acciones deben realizarse, sólo alcanzando resultados positivos en la dimensión Empatía. Los grupos 1 y 3 tuvieron un comportamiento más estable, con valores muy próximos o superiores a cero en todas las dimensiones. La aplicación de la metodología permite trazar estrategias de mejoras de la calidad en pacientes de hemodiálisis.

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Diez tipos de expectativas

Cited by 4 publications

References 54 publications

Customer Experience and Satisfaction in Private Insurance Web Areas

Customer Experience and Satisfaction in Private Insurance Web Areas

Consumer Expectations of Online Services in the Insurance Industry: An Exploratory Study of Drivers and Outcomes

Percepción y expectativas de pacientes de centros especializados en salud renal: Método SEVQUAL y estadística multivariada

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