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Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-1766
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dc.contributor.authorMende, Martin-
dc.contributor.authorThompson, Scott-
dc.contributor.authorCoenen, Christian-
dc.date.accessioned2018-03-07T07:53:18Z-
dc.date.available2018-03-07T07:53:18Z-
dc.date.issued2014-07-
dc.identifier.issn0923-0645de_CH
dc.identifier.issn1573-059Xde_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/3398-
dc.description.abstractBetter understanding the mechanisms that influence customer intentions to spread positive word-of-mouth (WOM) is crucial to both marketing scholars and managers. This multimethod research contributes to marketing knowledge by revealing how a firm’s customer-perceived competitive advantage (CPCA) influences positive WOM intentions. Analyses of (1) cross-sectional survey data on bank customers in Germany and (2) experimental data on customers of car insurance companies in the USA reveal two crucial insights. First, CPCA influences WOM intentions in both industries, over and above numerous established antecedents of customer loyalty (e.g., satisfaction, trust, and perceived value). Second, this research demonstrates a robust and pervasive CPCA-by-satisfaction interaction effect, such that the influence of CPCA on WOM intentions increases as customer satisfaction decreases. The results show that customer-perceived competitive advantage plays an important role in shaping WOM intentions, especially among less-satisfied customers. Theoretical and managerial implications of these findings are discussed.de_CH
dc.language.isoende_CH
dc.publisherSpringerde_CH
dc.relation.ispartofMarketing Lettersde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectCompetitive advantagede_CH
dc.subjectRelationship marketingde_CH
dc.subjectWord-of-mouth intentionsde_CH
dc.subjectCustomer loyaltyde_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleIt’s all relative : how customer-perceived competitive advantage influences referral intentionsde_CH
dc.typeBeitrag in wissenschaftlicher Zeitschriftde_CH
dcterms.typeTextde_CH
zhaw.departementLife Sciences und Facility Managementde_CH
zhaw.organisationalunitInstitut für Facility Management (IFM)de_CH
zhaw.publisher.placeDordrechtde_CH
dc.identifier.doi10.21256/zhaw-1766-
dc.identifier.doi10.1007/s11002-014-9318-xde_CH
zhaw.funding.euNode_CH
zhaw.issue4de_CH
zhaw.originated.zhawYesde_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.volume26de_CH
zhaw.embargo.end2019-01-01de_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
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Mende, M., Thompson, S., & Coenen, C. (2014). It’s all relative : how customer-perceived competitive advantage influences referral intentions. Marketing Letters, 26(4). https://doi.org/10.21256/zhaw-1766
Mende, M., Thompson, S. and Coenen, C. (2014) ‘It’s all relative : how customer-perceived competitive advantage influences referral intentions’, Marketing Letters, 26(4). Available at: https://doi.org/10.21256/zhaw-1766.
M. Mende, S. Thompson, and C. Coenen, “It’s all relative : how customer-perceived competitive advantage influences referral intentions,” Marketing Letters, vol. 26, no. 4, Jul. 2014, doi: 10.21256/zhaw-1766.
MENDE, Martin, Scott THOMPSON und Christian COENEN, 2014. It’s all relative : how customer-perceived competitive advantage influences referral intentions. Marketing Letters. Juli 2014. Bd. 26, Nr. 4. DOI 10.21256/zhaw-1766
Mende, Martin, Scott Thompson, and Christian Coenen. 2014. “It’s All Relative : How Customer-Perceived Competitive Advantage Influences Referral Intentions.” Marketing Letters 26 (4). https://doi.org/10.21256/zhaw-1766.
Mende, Martin, et al. “It’s All Relative : How Customer-Perceived Competitive Advantage Influences Referral Intentions.” Marketing Letters, vol. 26, no. 4, July 2014, https://doi.org/10.21256/zhaw-1766.


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