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- W3087130205 abstract "Purpose This study aims to examine how the number of choices consumers have influences provider satisfaction, plan satisfaction and positive word-of-mouth (WOM) in the health insurance industry. Design/methodology/approach Partial least squares (PLS) and structural equation modeling (SmartPLS) was used to conduct multi-group analysis to analyze the structural models. Data were collected online using Amazon mechanical turk, resulting in 425 respondents. Findings This study finds that the number of choices consumers have impacts the strength of provider and plan satisfaction and positive WOM. Also, this study finds that provider satisfaction is generally more impactful than plan satisfaction when generating positive WOM. Originality/value This study extends reactance theory, satisfaction and WOM based on choice options to the health insurance industry where credence attributes are prevalent and the analysis includes two satisfaction constructs in the structural model, whereas multiple satisfaction constructs are often overlooked." @default.
- W3087130205 created "2020-09-25" @default.
- W3087130205 creator A5026334667 @default.
- W3087130205 creator A5029770922 @default.
- W3087130205 date "2020-09-17" @default.
- W3087130205 modified "2023-10-09" @default.
- W3087130205 title "Satisfaction and word-of-mouth moderated by choice: a service industry perspective" @default.
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- W3087130205 doi "https://doi.org/10.1108/jcm-08-2019-3369" @default.
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