Antecedents and consequences of perceived value in the insurance industry

Anabela Marcos, Arnaldo Coelho


Purpose: The objective of this paper is to understand the role that perceived value plays in the insurance industry, as well as its relational antecedents and consequences.

Design/methodology/approach: This investigation proposes a theoretical model tested using structural equation modelling (SEM). A questionnaire survey was developed to explore the relationships among service quality, reputation, distributive justice, lost benefit costs, perceived value, loyalty and word-of-mouth. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders.

Findings: The results show that service quality, reputation, distributive justice and lost benefit costs directly influence perceived value and loyalty. Service quality, reputation, distributive justice and lost benefit costs also indirectly influence loyalty and word-of-mouth, through perceived value. Finally, loyalty influences word-of-mouth.

Originality/Value: This investigation examines the partial mediating role of perceived value in the relationship among service quality, reputation, distributive justice, lost benefit costs and loyalty, in a relational perpective. Also investigates the total mediating role of perceived value in the relationship among service quality, reputation, distributive justice, lost benefit costs and word-of-mouth. Finally, investigates the influence of loyalty on word-of-mouth.


Keywords: perceived value; antecedents and consequences of perceived value, insurance industry.




Título: "Antecedentes e consequências do valor percebido no setor de seguros"


Objetivos: O objetivo deste artigo é entender o papel que o valor percebido desempenha no setor de seguros, bem como seus antecedentes e consequências relacionais.

Desenho/metodologia/abordagem: Esta investigação propõe um modelo teórico testado usando modelagem de equações estruturais (SEM). Uma pesquisa de questionário foi desenvolvida para explorar as relações entre qualidade de serviço, reputação, justiça distributiva, custos com benefícios perdidos, valor percebido, lealdade e boca a boca. Para este estudo, foram coletados 744 questionários válidos em uma amostra de segurados portugueses.

Resultados: Os resultados mostram que a qualidade do serviço, reputação, justiça distributiva e custos com benefícios perdidos influenciam diretamente o valor percebido e a lealdade. Qualidade do serviço, reputação, justiça distributiva e custos com benefícios perdidos também influenciam indiretamente a lealdade e o boca a boca, por meio do valor percebido. Finalmente, a lealdade influencia o boca a boca.

Originalidade/valor: Esta investigação examina o papel mediador parcial do valor percebido na relação entre qualidade de serviço, reputação, justiça distributiva, custos com benefícios perdidos e lealdade, numa perspectiva relacional. Investiga também o papel mediador total do valor percebido na relação entre qualidade de serviço, reputação, justiça distributiva, custos com benefícios perdidos e propaganda boca a boca. Por fim, investiga a influência da lealdade no boca a boca.


Palavras-chave: valor percebido; antecedentes e consequências do valor percebido, setor de seguros.

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