Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia

May combine two claims.

The structural model accounted for 49.8% of variance in customer retention, 65.3% in positive affect, and 33.6% in negative affect.

“the suggested model adequately accounted for the total variance in customer retention (R2 = 0.498) and positive and negative affect as well-accounted (R2 = 0.653) and (R2 = 0.336), respectively”

May combine two claims.

The total effect on customer retention was highest for positive affect (β=0.638), followed by insurance service performance (β=0.388), insurance company reputation (β=0.242), and negative affect (β=-0.127).

“the positive affect (β = 0.638) comprised the highest total impact on customer retention, followed by high/low insurance service performance (β = 0.388), good/bad insurance company reputation (β = 0.242), and negative affect (β = − 0.127).”

May combine two claims.

There was a significant difference in the relationship between negative affect and customer retention across inertia groups (∆χ2[1]=4.457; p<0.05); hypothesis 7b was accepted.

“it revealed a significant difference in the relationship between negative affect and customer retention (∆χ2 [1] = 4.457; p < 0.05) so the hypothesis 7b was accepted.”

May combine two claims.

There was no statistical difference in the relationship between positive affect and customer retention across inertia groups (∆χ2[1]=3.540; p>0.05); hypothesis 7a was not accepted.

“there was no statistical difference in the hypothesized relationship between positive affect and customer retention (∆χ2 [1] = 3.540; p > 0.05) which substantiate the previous results (Al-Weshah 2017). Hence, the hypothesis 7a was not accepted.”

• cites Al-Weshah 2017Not checked yet

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May combine two claims.

Positive affect emerged as the most critical contributor to customer retention in the insurance sector, followed by insurance service performance, company reputation, and negative affect.

“positive affect emerged as the most critical contributor to customer retention in the insurance sector, followed by the insurance service performance, company reputation, and negative affect at the last.”

The quote only partly states this claim.

Independent sample t tests revealed significant differences at the 0.01 level between male and highly educated respondents in expressing inertia.

“we conducted the independent sample t tests. The results revealed that the t values were significant at the 0.01 level.”

Classified as probably not a substantial claim. May combine two claims.

Favorable or positive emotion/affect or behavioral intentions influence customer retention, and customers are less likely to switch to another service provider.

“Favorable or positive emotion/affect or behavioral intentions influence customer retention, and customers are less likely a switch to another service provider (Burnham et al. 2003; Colgate and Hedge 2001; Jones et al. 2007).”

• cites Burnham et al. 2003 sourceNot checked yet

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• cites Colgate and Hedge 2001 sourceNot checked yet

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• cites Jones et al. 2007 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Company reputation is positively correlated with customer gratification and loyalty toward a service.

“Andreassen and Lindestad (1998a) found that company reputation is positively correlated with customer’s gratification and loyalty toward the service.”

• cites Andreassen and Lindestad (1998a)Not checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

In services, perceptions of corporate reputation and image influence customer commitment and loyalty.

“In case of services, the perceptions of corporate reputation and image influence customer commitment and loyalty (Nguyen and LeBlanc 2001).”

• cites Nguyen and LeBlanc 2001 sourceNot checked yet

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Classified as probably not a substantial claim. May combine two claims.

In service marketing, inertia explains customer resistance or barriers to switching and facilitates loyalty.

“Nevertheless, the broad consensus among researchers is that inertia explains customer’s resistance or barriers to switch and is a loyalty facilitator in service marketing (Chen and Wang 2009; Oliver 1999).”

• cites Chen and Wang 2009 sourceNot checked yet

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• cites Oliver 1999 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

In mature markets like financial services, customer retention provides a number of intrinsic benefits to firms.

“In mature markets like financial services, customer retention provides a number of intrinsic benefits to the firms (Harrison and Ansell 2002; Pickett et al. 2017).”

• cites Harrison and Ansell 2002 sourceNot checked yet

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• cites Pickett et al. 2017 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Most Indians feel health insurance is an unnecessary expense because health-related problems are not given serious thought except during situations like the COVID-19 pandemic.

“Most Indians feel it an unnecessary expense because health-related problems are not given a serious thought barring situation like COVID-19 pandemic (ET 2020; FE 2020).”

• cites ET 2020Not checked yet

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• cites FE 2020Not checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Switching costs are diverse and multidimensional.

“Recent studies have revealed that switching costs are diverse and multidimensional in nature (Barroso and Picón 2012; Gremler et al. 2020; Kuo 2020).”

• cites Barroso and Picón 2012 sourceNot checked yet

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• cites Gremler et al. 2020 sourceNot checked yet

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• cites Kuo 2020 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The Indian health insurance sector is either state funded or publicly funded, so insurance schemes do not totally mitigate inequitable access to health services in a private health care delivery market.

“The Indian health insurance sector is either state funded or publicly funded, thus insurance schemes do not totally mitigate inequitable access to health services in a private health care delivery market (Sodhi and Rabbani 2014).”

• cites Sodhi and Rabbani 2014Not checked yet

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In India, access to good health insurance services is limited to higher income groups due to lack of awareness, income disparity, individualistic slackness, and paucity of government support.

“On the contrary, in India, the accessibility to good health insurance services is limited to higher income groups due to lack of awareness, income disparity, individualistic slackness, paucity of government support etc. (Chakrabarti and Shankar 2015).”

• cites Chakrabarti and Shankar 2015 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Inertia can be divided into cognitive inertia and affective inertia.

“Moreover, inertia can be divided into two distinct measures: first, cognitive inertia and second, affective inertia (Greenfield 2005; Polites and Karahanna 2012).”

• cites Greenfield 2005 sourceNot checked yet

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• cites Polites and Karahanna 2012 sourceNot checked yet

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Classified as probably not a substantial claim.

When perceived switching costs rise, customers are unlikely to change service providers at least in the short term.

“As the perceived switching costs escalate, at least in the short period of time customers are unlikely to alter the service providers (Ranaweera and Prabhu 2003).”

• cites Ranaweera and Prabhu 2003 sourceNot checked yet

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Switching costs hold customers in business relationships regardless of their satisfaction with the service provider.

“The switching costs are acknowledged as a means for holding customers in business relationships, irrespective of their level of satisfaction with the service provider (Bansal et al. 2004; 2005; Burnham et al. 2003; Jones et al. 2002).”

• cites Bansal et al. 2004 sourceNot checked yet

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• cites Bansal et al. 2005 sourceNot checked yet

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• cites Burnham et al. 2003 sourceNot checked yet

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Classified as probably not a substantial claim.

Positive and negative affect and their relationship congruence with other cognitive variables influence customer retention and satisfaction.

“The positive and negative affect and the relationship congruence of these affects with other cognitive variables (i.e., firm reputation, service performance, and customer value) influence customer retention and satisfaction (Mano and Oliver 1993; Oliver 1993; Westbrook and Oliver 1991).”

• cites Mano and Oliver 1993 sourceNot checked yet

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• cites Oliver 1993Not checked yet

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• cites Westbrook and Oliver 1991 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Inertia has a negative impact on the intention to change service providers.

“Gray et al (2017) confirmed that inertia has a negative impact on the intention to change service providers but does not provide any evidence on its effect on the actual behavior to switch service providers.”

• cites Gray et al (2017) sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Burnham et al. recognized three dimensions of switching costs: procedural, relational and financial.

“Burnham et al (2003) recognized three dimensions of switching costs, each with a few subcategories, i.e., procedural, relational and financial.”

• cites Burnham et al (2003) sourceNot checked yet

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May combine two claims.

Corporations with higher reputation are linked with superior customer loyalty, higher customer satisfaction, and retention.

“Corporations with higher reputation were linked with superior customer loyalty (Bartikowski et al. 2011), higher customer satisfaction (Walsh and Beatty 2007; Walsh et al. 2009), and retention (Bartikowski and Walsh 2011).”

• cites Bartikowski et al. 2011Not checked yet

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• cites Walsh and Beatty 2007 sourceNot checked yet

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• cites Walsh et al. 2009 sourceNot checked yet

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Classified as probably not a substantial claim. May combine two claims.

Higher perceived switching costs make changing service providers costly and create customer dependency on the provider.

“Increased level of perceived switching costs makes altering service providers costly and ensures a dependency of the customer on the service provider (Ruyter et al. 1998; Weerahandi and Moitra 1995).”

• cites Ruyter et al. 1998 sourceNot checked yet

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• cites Weerahandi and Moitra 1995 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Financial services performance is influenced by trust, image and reputation of the service provider.

“In addition, financial services performance is influenced by trust, image and reputation of the service provider (Macintosh 2009; Nienaber et al. 2014).”

• cites Macintosh 2009 sourceNot checked yet

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• cites Nienaber et al. 2014 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Inert customers are more likely to respond to marketing activities like promotions and discounts.

“The inert customers are more likely to respond to various marketing activities like promotions and discounts (Huang and Yu 1999).”

• cites Huang and Yu 1999 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Common negligence toward primary health services, lack of awareness about health issues, poor accessibility to medical facilities in smaller cities, and cost of medical checkups creates inertia, disengagement and disinterest toward health programs or medical insurance.

“Therefore, the common negligence toward primary health services, lack of awareness about health issues, poor accessibility to medical facilities in smaller cities, and cost of medical checkups creates an inertia, disengagement and disinterest toward health programs or medical insurance (Sodhi and Rabbani 2014).”

• cites Sodhi and Rabbani 2014Not checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Customer inertia originated from the Status Quo Bias theoretical framework.

“The customer inertia originated from the Status Quo Bias (SQB) theoretical framework (Masatlioglu and Ok 2005; Samuelson and Zeckhauser 1988).”

• cites Masatlioglu and Ok 2005 sourceNot checked yet

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• cites Samuelson and Zeckhauser 1988 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The switching costs for insurance services include search costs, habit, learning, inertia, and transaction costs.

“The switching costs for insurance services include–search costs (the costs of time invested in searching for the information about claims settlement), habit (investment oriented behavior), learning (financial strength of the insurance company), inertia, costs of transaction in terms of contractual and continuity (the costs of time and effort desired for price bargain and administrative charges) as”

• cites Berger et al. 1989 sourceNot checked yet

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• cites Posey and Tennyson 1998 sourceNot checked yet

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• cites Posey and Yavas 1995 sourceNot checked yet

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Classified as probably not a substantial claim.

Customers prefer to stay with the existing service provider instead of exploring new options.

“Thus, the customers prefer to stay with the existing service provider instead of exploring new options (Bodet 2008; Bozzo 2002; Picón et al. 2014).”

• cites Bodet 2008 sourceNot checked yet

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• cites Bozzo 2002 sourceNot checked yet

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• cites Picón et al. 2014 sourceNot checked yet

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May combine two claims.

AVE values ranged from 0.599 to 0.947 and all were above 0.50, confirming convergent validity.

“The AVE values ranged from 0.599 to 0.947 and all values were more than 0.50, thus the convergent validity was confirmed.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Financial services customers with higher inertia are likely to purchase a specific service repeatedly.

“Financial services customers experiencing higher degree of inertia are likely to purchase a specific service repeatedly (Colgate and Lang 2001).”

• cites Colgate and Lang 2001 sourceNot checked yet

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May combine two claims.

Non-response bias test compared early and late responses; no significant differences at the 0.05 level, confirming absence of significant non-respondent bias.

“No significant differences between early and late groups were reported (0.05 level), confirming the absence of significant non-respondent bias.”

• AssumptionThe authors state this as an assumption: Late respondents are likely to be similar to non-respondents.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Inertia leads to customer retention but influences positive or negative word of mouth.

“Lee and Neale (2012) related switching costs to customer inertia. They found that while inertia led to customer retention, it influenced positive or negative word of mouth.”

• cites Lee and Neale (2012) sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Value with respect to insurance services comprises firms, staff or agent and the insurance policy.

“Steiner and Maas (2018) described that value with respect to insurance services comprises of firms, staff or agent and the insurance policy.”

• cites Steiner and Maas (2018) sourceNot checked yet

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May combine two claims.

KMO value was 0.812 and Bartlett's test of sphericity was significant.

“The KMO value was 0.812, and Bartlett’s test of sphericity value was also found to be significant.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Samples were randomly chosen from two private health insurance companies' databases.

“The samples were randomly chosen with the help of two private health insurance companies’ database.”

May combine two claims.

The configural model fit was adequate for high inertia (RMSEA=0.06, CFI=0.95, TLI=0.96) and low inertia (RMSEA=0.05, CFI=0.96, TLI=0.97).

“The baseline or configural model (Model 1) fit statistics for high customer inertia was as follows: RMSEA = 0.06 (0.03, 0.08), CFI = 0.95, and TLI = 0.96 and for low customer inertia was as follows: RMSEA = 0.05 (0.04, 0.08), CFI = 0.96, and TLI = 0.97.”

May combine two claims.

The study demonstrates support for expectation disconfirmation theory, economic cost models of consumer behavior, and exploratory buyer behavior in explaining marketing relationships among Indian consumers and health insurance service providers.

“it demonstrates the support for expectation disconfirmation theory (EDT), economic cost models of consumer behavior and exploratory buyer behavior in explaining the marketing relationships that took place among Indian consumers and health insurance service providers in the market.”

• AssumptionRests on an assumption: There was a dearth of studies on customer inertia in the health insurance sector, especially in emerging market contexts.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The first perspective on customer inertia is associated with lack of attractive alternatives, and the second describes inertia as a function of customers' passivity, inactivity, and non-conspicuousness.

“The first perspective on customer inertia has been associated with lack of attractive alternatives (Bozzo 2002; Colgate and Lang 2001) and the second described inertia as a function of customers’ passivity, inactivity, and non-conspicuousness (White and Yanamandram 2007).”

• cites Bozzo 2002 sourceNot checked yet

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• cites Colgate and Lang 2001 sourceNot checked yet

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• cites White and Yanamandram 2007 sourceNot checked yet

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Classified as probably not a substantial claim.

Measurement invariance analyses were conducted for high customer inertia (n=82) and low customer inertia (n=146) groups.

“Prior to structural invariance, measurement invariance was carried out invariance analyses for high customer inertia (n = 82) and low customer inertia (n = 146) groups.”

Probably not a substantial claim: may not pass S3 (load-bearing).

The approach to avoid change and choosing to remain with current service provider suggests a behavioral lock-in effect.

“The approach to avoid change and choosing to remain with current service provider suggests a behavioral lock-in effect (Barnes et al. 2004).”

• cites Barnes et al. 2004 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Whenever insurance customers wish to change service providers, they incur higher search costs and transaction costs.

“Whenever insurance customers wish to change service providers, they have to incur higher search costs as well as transaction costs (Kautish and Rastogi 2008).”

• cites Kautish and Rastogi 2008Not checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Customers believe searching for new alternatives is time consuming, bothersome, and labor intensive.

“They believe that searching for new alternatives is time consuming, bothering, and labor intensive (Yanamandram and White 2006).”

• cites Yanamandram and White 2006 sourceNot checked yet

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Classified as probably not a substantial claim.

Customers may avoid switching even when circumstances are conducive to changing service provider in terms of fairness and trust.

“Carter et al’s (2016) qualitative study on switching behavior and inertia revealed that the customer may avoid switching even when circumstances are conducive to changing service provider in terms of fairness and trust.”

• cites Carter et al. 2016 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Whether word of mouth is favorable or unfavorable depends on whether customer inertia stems from satisfaction or lack of interest.

“Favorable or unfavorable word of mouth depends on whether customer inertia stems from the satisfaction or lack of interest.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Of 400 email requests, 285 responses were received and 228 were used in data analysis.

“Total 400 e-mails requests sent to the policy holders to fill the questionnaire, a total of 285 received out of which 228 were utilized in the data analysis.”

Probably not a substantial claim: may not pass S3 (load-bearing).

A few studies on health insurance have employed inertia to describe stickiness to alternatives with certain risk levels.

“A few studies on health insurance have employed inertia to describe the stickiness to the alternatives with certain risk levels (Handel 2013; Handel and Kolstad 2015).”

• cites Handel 2013 sourceNot checked yet

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• cites Handel and Kolstad 2015 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The measurement instrument was pre-tested with two service marketing professors and four health insurance company managers, and feedback on language and content was used.

“The measurement instrument was pre-tested and on the basis of feedback received about language and content from two service marketing professors and four health insurance company managers.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Customer expectations, reputation and availability of information influence buying decision in business insurance services.

“Yoon et al (1993) in their research on business insurance services posited that customer expectations, reputation and availability of information influence buying decision.”

• cites Yoon et al (1993) sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Two different perspectives emerge in explaining customer inertia as classification of switching barriers.

“In the service marketing literature, two different perspectives emerge in explaining customer inertia as classification of switching barriers (Patterson and Smith 2003; White and Yanamandram 2004; Yanamandram and White 2006).”

• cites Patterson and Smith 2003 sourceNot checked yet

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• cites White and Yanamandram 2004 sourceNot checked yet

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• cites Yanamandram and White 2006 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Inertia affects customers' evaluations of alternatives, and customers with higher inertia do not consider alternative service providers even when they are dissatisfied.

“Thus, inertia has an impact on customer’s evaluations of alternatives and the customers prone to higher levels of inertia do not consider choosing alternative service providers even when they are dissatisfied (Lee 2019).”

• cites Lee 2019 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Customers' product or service consumption situations evoke positive and negative emotion.

“It is widely acknowledged that customers’ product or service consumption situations evoke positive and negative emotion (Oliver 1997).”

• cites Oliver 1997Not checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Customers' perceptions about bank image and reputation influenced loyalty, while satisfaction affected loyalty more than perception of bank's image.

“Customers’ perceptions about bank image and reputation influenced loyalty, while satisfaction affected loyalty more than perception of bank’s image.”

• cites Nguyen and LeBlanc (1998) sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Strong empirical evidence exists to explain the persistence of inertia in investment decision making.

“At the same time, strong empirical evidence exists to explain the persistence of inertia in investment decision making (Auger et al. 2016).”

• cites Auger et al. 2016 sourceNot checked yet

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Classified as probably not a substantial claim. May combine two claims.

Inertia has direct and moderating effects on service provider switching intentions, though not necessarily on the behavior of changing service providers.

“The research suggested that inertia had direct and moderating effects on service provider switching intentions, though not necessarily the behavior of changing service providers (Gray et al. 2017; Lai et al. 2011).”

• cites Gray et al. 2017 sourceNot checked yet

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• cites Lai et al. 2011Not checked yet

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May combine two claims.

Composite reliability values ranged from 0.787 to 0.985 and all exceeded 0.70, confirming internal consistency.

“the results revealed that the CR values ranged from 0.787 to 0.985 (Hair et al. 2014). Table 1 shows that all the CR values exceeded the threshold value of 0.70; hence it confirms the internal consistency among the scale items of each variable (Hair et al. 2014).”

• cites Hair et al. 2014Not checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

The competence and benevolence attitudes of service staff affect customers' perception of reputation of financial service firms.

“Nguyen (2010) highlighted the importance of competence and benevolence attitudes of service staff on customers’ perception of reputation of financial service firms.”

• cites Nguyen (2010) sourceNot checked yet

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Classified as probably not a substantial claim. May combine two claims.

Cognitive inertia denotes conscious sticking to the status quo despite being aware it might not be the best option, while affective inertia characterizes sticking to the status quo because other options are observed as difficult to acquire.

“The cognitive inertia denotes as conscious sticking to the status quo, despite being aware of that it might not be the best option to choose, while affective inertia characterizes as sticking to the status quo because other options are observed as being difficult to acquire (Greenfield 2005; Handel 2013).”

• cites Greenfield 2005 sourceNot checked yet

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• cites Handel 2013 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Firms having customers who feel succumbed to other providers are likely to lead to negative word of mouth, less ability to cross-sell, lower acceptance of new products, and other negative outcomes associated with customer defection.

“firms having customers who feel succumbed to other providers are likely to lead to negative word of mouth, less ability to cross-sell, lower acceptance of new products, and other negative outcomes associated with customer defection (Colgate and Lang 2001, p. 343).”

• cites Colgate and Lang 2001 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Gaining repeat business by retaining existing customers seems to be a requirement for any financial services company survival.

“In a firmly competitive environment like insurance, gaining repeat business by retaining existing customers seems to be a requirement for any financial services company survival (Chen and Wang 2009; Williams and Williams 2015).”

• cites Chen and Wang 2009 sourceNot checked yet

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• cites Williams and Williams 2015 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Customer retention has long been considered a powerful force influencing insurance service business success.

“Customer retention has long been considered as a powerful force influencing insurance service business success (Ansell et al. 2007).”

• cites Ansell et al. 2007 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Service quality (e.g., reliability and responsiveness) are key factors that effectively evoke insurance customers' affective/satisfaction evaluation.

“Ramamoorthy et al.’s (2018) indicated that service quality (e.g., reliability and responsiveness) are key factors that effectively evoke insurance customers’ affective/satisfaction evaluation.”

• cites Ramamoorthy et al. 2018 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

Customer attraction costs are higher than retention costs in services.

“It is often argued that customer attraction costs are higher than retention costs in services (Eisingerich and Bell 2006; Ennew and Binks 1996).”

• cites Eisingerich and Bell 2006 sourceNot checked yet

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• cites Ennew and Binks 1996 sourceNot checked yet

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Probably not a substantial claim: may not pass S3 (load-bearing).

The research employs cross-sectional data to test the hypotheses.

“this research employs cross-sectional data to test the hypotheses”

Probably not a substantial claim: may not pass S3 (load-bearing).

The research did not examine the impact of demographic factors (age, income, occupation, marital status) in the conceptual model.

“the research has not examined the impact of demographic factors, e.g., age, income, occupation, and marital status in the conceptual model”

Classified as probably not a substantial claim.

The outcome of one's perceived losses tends to be more eminent than the impact of his/her perceived gains.

“The loss aversion put together into the prospect theory postulates that the outcome of one’s perceived losses tends to be more eminent than the impact of his/her perceived gains (Einhorn and Hogarth 1981; Slovic et al. 1977).”

• cites Einhorn and Hogarth 1981 sourceNot checked yet

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• cites Slovic et al. 1977 sourceNot checked yet

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Classified as probably not a substantial claim.

The study is restricted to exploring the influence of insurance company reputation, insurance service performance, positive and negative affects, and their impact on customer retention with moderation of customer inertia.

“This study is restricted to the exploration of the influence of insurance company reputation, insurance service performance, positive and negative affects, and their impact on customer retention with moderation of customer inertia.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Data were collected from health policy holders from one insurance company through a questionnaire-based survey only.

“the data were collected from health policy holders from one insurance company through questionnaire-based survey only.”