- -

An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping

RiuNet: Repositorio Institucional de la Universidad Politécnica de Valencia

Compartir/Enviar a

Citas

Estadísticas

  • Estadisticas de Uso

An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping

Mostrar el registro completo del ítem

Miranda Gumucio, LF.; Gil Pechuán, I.; Palacios Marqués, D. (2013). An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping. Service Business. 7(4):603-622. doi:10.1007/s11628-012-0177-3

Por favor, use este identificador para citar o enlazar este ítem: http://hdl.handle.net/10251/45570

Ficheros en el ítem

Metadatos del ítem

Título: An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping
Autor: Miranda Gumucio, Luis Fernando Gil Pechuán, Ignacio Palacios Marqués, Daniel
Entidad UPV: Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses
Fecha difusión:
Resumen:
This study uses empirical data to identify the reasons that lead customers to discontinue their association with a cell phone company, along with aspects that foster customer loyalty with a view to strengthening business ...[+]
Palabras clave: Customer loyalty , Customer switching , Mobile/cellular phones , Concept mapping
Derechos de uso: Cerrado
Fuente:
Service Business. (issn: 1862-8516 )
DOI: 10.1007/s11628-012-0177-3
Editorial:
Springer Verlag (Germany)
Versión del editor: http://link.springer.com/article/10.1007%2Fs11628-012-0177-3
Tipo: Artículo

References

Ahn J-H, Han S-P, Lee Y-S (2006) Customer churn analysis: churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry. Telecommun Policy 30(10–11):552–568

Akehurst G (2008) What do we really know about services? Serv Bus 2(2):1–15

Ali JF, Ali I, urRehman K, Yilmaz AK, Safwan N, Afzal H (2010) Determinants of consumer retention in cellular industry of Pakistan. Afr J Bus Manag 4(12):2402–2408 [+]
Ahn J-H, Han S-P, Lee Y-S (2006) Customer churn analysis: churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry. Telecommun Policy 30(10–11):552–568

Akehurst G (2008) What do we really know about services? Serv Bus 2(2):1–15

Ali JF, Ali I, urRehman K, Yilmaz AK, Safwan N, Afzal H (2010) Determinants of consumer retention in cellular industry of Pakistan. Afr J Bus Manag 4(12):2402–2408

Barbero MI (2009) Métodos de elaboración de escalas. UNED, Madrid

Berry LL, Parasuraman A (1991) Marketing services: competing through quality. Free Press, New York

Berry LL, Wall EA, Carbone LP (2006) Service clues and customer assessment of the service experience: lessons from marketing. Acad Manag 20(2):43–57

Bigné JE, Aldás-Manzano J, Küster I, Vila N (2002) The concept mapping approach in marketing: an application in the travel agencies sector. Qual Market Res Int J 5(2):87–95

Burke JG, O’Campo P, Peak GL, Gielen AC, McDonnell KA, Trochim WM (2005) An introduction to concept mapping as a participatory public health research method. Qual Health Res 15(10):1392–1410

Chen CF, Cheng LT (2012) A study on mobile phone service loyalty in Taiwan. Total Qual Manag Bus 23(7–8):807–819

Christopher M, Payne A, Ballantyne D (1991) Relationship marketing: bringing quality, customer service, and marketing together. Butterworth–Heinemann, Oxford

Chuang Y-F (2011) Pull-and-suck effects in Taiwan mobile phone subscribers switching intentions. Telecommun Policy 35(2):128–140

CMT[b], Comisión del Mercado de las Telecomunicaciones (2012) Informe económico sectorial 2011 (CMT, Spain) [online] [Cited 2012-08-08]

Colwell S, Hogarth-Scott S, Jiang D, Joshi A (2009) Effects of organizational and serviceperson orientation on customer loyalty. Manag Decis 47(10):1489–1513

Davidow WH, Uttal B (1989) Service companies: focus or falter. Harv Bus Rev 67(4):77–85

Day GS (1999) The market driven organization. Free Press, New York

Day GS (2011) Closing the marketing capabilities gap. J Mark 75(4):183–195

Diener E, Emmons R, Larsen RJ, Griffin S (1985) The satisfaction with life scale. J Pers Assess 49:71–75

Edvardsson B, Roos I (2003) Customer complaints and switching behavior—a study of relationship dynamics in a telecommunication company. J Relationsh Mark 2(1–2):43–68

Edward M, George BP, Sarkar SK (2010) The impact of switching costs upon the service quality–perceived value–customer satisfaction–service loyalty chain: a study in the context of cellular services in India. Serv Mark Q 31(2):151–173

Eshghi A, Haughton D, Topi H (2007) Determinants of customer loyalty in the wireless telecommunications industry. Telecommun Policy 31(2):93–106

Everitt B (1980) Cluster analysis, 2nd edn. Halsted Press, New York

Fournier S, Dobscha S, Mick DG (1998) Preventing the premature death of relationship marketing. Harv Bus Rev 76(1):42–51

Garvin DA (1987) Competing on the eight dimensions of quality. Harv Bus Rev 65(6):101–109

Gerpott TJ, Rams W, Schindler A (2001) Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommun Policy 25(4):249–269

Gronroos C (1997) Value-driven relational marketing: from products to resources and competencies. J Mark Manag 13(5):407–419

Grzybowski L (2008) Estimating switching costs in mobile telephony in the UK. J Ind Compet Trade 8(2):113–132

Gulati R (2007) Silo busting: how to execute on the promise of customer focus. Harv Bus Rev 85(5):98–108

Gulati R, Oldroyd JB (2005) The quest for customer focus. Harv Bus Rev 83(4):92–101

Haeckel SH, Carbone LP, Berry LL (2003) How to lead the customer experience to create a total brand experience, firms must provide the right directions. Mark Manag 12(1):18–23

Hau LN, Thuy PN (2011) Impact of service personal values on service value and customer loyalty: a cross-service industry study. Ser Bus. doi: 10.1007/s11628-011-0121-y

Heskett JL (1987) Lessons in the service sector. Harv Bus Rev 65(2):118–126

Heskett JL, Jones TO, Loveman GW, Sasser WE, Schlesinger LA (1994) Putting the service-profit chain to work. Harv Bus Rev 72(2):164–174

Huan Z, Xu X, Li H (2005) The impact of service quality, satisfaction, value and switching barrier on customer loyalty in Chinese mobile telecommunication industry. Int Conf Serv Syst Serv Manag 1:217–222

John J (2011) An analysis on the customer loyalty in telecom sector: special reference to Bharath Sanchar Nigam limited, India. Afr J Mark Manag 3(1):1–5

Khattri N, Miles MB (1994) Cognitive mapping: a review and working guide. Center for Policy Research, Sparkhill

Kim H-S, Yoon C-H (2004) Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommun Policy 28(9–10):751–765

Kim MK, Park MC, Jeong DH (2004) The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommun Policy 28(2):145–159

Kouser R, Qureshi S, Shahzad FA, Hasan H (2012) Factors influencing the customer’s satisfaction and switching behavior in cellular services of Pakistan. Interdiscip J Res Bus 2(1):15–25

Kruskal JB, Wisth M (1978) Multidimensional scaling. Sage Publications, Beverly Hills

Laeequddin M, Sardana GD (2010) What breaks trust in customer supplier relationship? Manag Decis 48(3):353–365

Lee HS (2010) Factors influencing customer loyalty of mobile phone service: empirical evidence from Koreans. J Internet Banking Commer 15(2):1–14

Leong LY, Hew TS, Ooi KB, Lin B (2012) The determinants of customer loyalty in Malaysian mobile telecommunication services: a structural analysis. Int J Serv Econ Manag 4(3):209–235

Levitt T (1983) After the sale is over. Harv Bus Rev 61(5):87–93

Lindič J, Marques da Silva C (2011) Value proposition as a catalyst for a customer focused innovation. Manag Decis 49(10):1694–1708

Liu CT, Guo YM, Lee CH (2011) The effects of relationship quality and switching barriers on customer loyalty. Int J Inform Manag 31(1):71–79

McKee DL (2008) Services, growth poles and advanced economies. Serv Bus 2(2):99–107

Meyer C, Schwager A (2007) Understanding customer experience. Harv Bus Rev 85(2):116–126

Min D, Wan L (2009) Switching factors of mobile customers in Korea. J Serv Sci 1(1):105–120

Morgan RM, Hunt SD (1994) The commitment—trust theory of relationship marketing. J Mark 58(3):20–38

Nabitz U, Severens P, Brink WVD, Jansen P (2007) Improving the EFQM model: an empirical study on model development and theory building using concept mapping. Total Qual Manag 12(1):69–81

Nunes JC, Drèze X (2006) Your loyalty program is betraying you. Harv Bus Rev 84(4):124–131

Nunnally JC (1987) Teoría psicométrica. Trillas, México

Oliver RL (1997) Satisfaction: a behavioral perspective on the consumer. McGraw Hill, New York

Pathak K, Rastogi S (2007) Determinants of customers churn in emerging telecom markets: a study of Indian cellular subscribers. J Glob Acad Mark Sci 17(4):91–111

Payne A (1993) The essence of services marketing. Prentice Hall, New York

Prahalad CK, Ramaswamy V (2000) Co-opting customer competence. Harv Bus Rev 78(1):79–87

Pugh SD, Dietz J, Wiley JW, Brooks SM (2002) Driving service effectiveness through employee–customer linkages. Acad Manag 16(4):73–84

Reichheld FF (1993) Loyalty-based management. Harv Bus Rev 71(2):65–73

Reichheld FF (2003) The one number you need to grow. Harv Bus Rev 81(12):46–54

Reichheld FF, Sasser WE Jr (1990) Zero defections: quality comes to services. Harv Bus Rev 68(5):105–111

Roofthooft W (2010) Customer equity: a creative tool for SMEs in the services industry. How small and medium enterprises can win the battle for innovation. Serv Bus 4(1):37–48

Roos I, Edvardsson B, Gustafsson A (2004) Customer switching patterns in competitive and noncompetitive service industries. J Serv Res 6(3):256–271

Rosas SR (2005) Concept mapping as a technique for program theory development: an illustration using family support programs. Am J Eval 26(3):389–401

Rust RT, Zahorik AJ (1993) Customer satisfaction, customer retention, and market share. J Retail 69(2):193–215

Rust RT, Moorman C, Bhalla G (2010) Rethinking marketing. Harv Bus Rev 88(1):94–101

Schlesinger LA, Heskett JL (1991) The service-driven service company. Harv Bus Rev 69(5):71–81

Selden L, MacMillan IC (2006) Manage customer-centric innovation—systematically. Harv Bus Rev 84(3):108–116

Seo D, Ranganathan C, Babad Y (2008) Two-level model of customer retention in the US mobile telecommunications service market. Telecommun Policy 32(3–4):182–196

Sheth JN, Parvatiyar A (1995) Relationship marketing in consumer markets: antecedents and consequences. J Acad Mark Sci 23(4):255–271

Srinuan P, Annafari MT, Bohlin E (2011) An analysis of switching behavior in the Thai cellular market. Info 13(4):61–74

Srinuan P, Bohlin E, Madden G (2012) The determinants of mobile subscriber retention in Sweden. Appl Econ Lett 19(5):453–457

Sternthal B, Tybout AM (2001) Segmentation and targeting. In: Iacobucci D (ed) Kellogg on marketing. Wiley Inc., New York, pp 3–30

Trochim WM (1989) An introduction to concept mapping for planning and evaluation. Eval Program Plann 12(1):1–16

Trochim WM, Linton R (1986) Conceptualization for planning and evaluation. Eval Program Plann 9(4):289–308

Turel O, Serenko A (2004) User satisfaction with mobile services in Canada. In: The third international conference on mobile business, M-Business 2004, New York City, USA

Wang Y, Feng H (2012) Customer relationship management capabilities: measurement, antecedents and consequences. Manage Decis 50(1):115–129

Weller SC, Romney AK (1988) Systematic data collection. Sage Publications, Newbury Park

Wong KKK (2010) Fighting churn with rate plan right-sizing: a customer retention strategy for the wireless telecommunications industry. Serv Ind J 30(13):2261–2271

[-]

recommendations

 

Este ítem aparece en la(s) siguiente(s) colección(ones)

Mostrar el registro completo del ítem