search query: @indexterm Social psychology / total: 330
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| Author: | Bansal, H. S. Taylor, S. F. |
| Title: | Investigating interactive effects in the theory of planned behavior in a service-provider switching context |
| Journal: | Psychology & Marketing
2002 : MAY, VOL. 19:5, p. 407-425 |
| Index terms: | Consumer behaviour Social psychology Service marketing |
| Freeterms: | Customer service |
| Language: | eng |
| Abstract: | The study examines whether a model of the theory of planned behaviour (Ajzen, 1985) with interaction terms can adequately explain customer service provider switching behavior. Results from a súrvey of mortgate customers suggest that it does. Interactions between perceived behavioral control and intentions, between perceived behavioral control and attitude, and between attitude and subjective norms were all significant predictors of switching intentions. |
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