Evaluation of mobile services for the future of 3G operators
International Journal of Mobile Communications
International Journal of Mobile Communications
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
International Journal of Electronic Finance
Electronic Commerce Research and Applications
Expert Systems with Applications: An International Journal
International Journal of Information Management: The Journal for Information Professionals
How value and trust influence loyalty in wireless telecommunications industry
Telecommunications Policy
Churn management optimization with controllable marketing variables and associated management costs
Expert Systems with Applications: An International Journal
The Post-Adoption Phase of Broadband in Small Businesses
Information Resources Management Journal
Satisfaction of individual mobile phone users in Spain
Telecommunications Policy
Mobile phone customer retention strategies and Chinese e-commerce
Electronic Commerce Research and Applications
Understanding the role of satisfaction in the formation of perceived switching value
Decision Support Systems
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This paper reports the results of research investigating the determinants of the propensity to switch wireless service providers. A model generated from the data rather than from a priori theory is presented, and it is found to uphold the strong relationship between customer satisfaction and customer loyalty exhibited in prior studies. In sharp contrast to the prevailing industry practice of 'locking in' customers by means of restrictive contracts, this research suggests that wireless service providers are better off improving customer satisfaction in order to minimize customer defection. This would imply shifting scarce resources to customer retention through improved service, saving costs of expensive customer acquisition campaigns. The paper also proposes two methodological innovations. First, the research employs the 'Tetrad methodology' as an exploratory technique prior to building a Structural Equation Model (SEM) making it possible to identify drivers of loyalty-direct or indirect-when it might not be known a priori what these drivers might be. Secondly, the paper proposes an approach to estimating moderator effects on the relationship between satisfaction and customer loyalty.