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How quality, value, image, and satisfaction create loyalty at a Chinese telecom

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  • Lai, Fujun
  • Griffin, Mitch
  • Babin, Barry J.
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    Abstract

    This study proposes and tests an integrative model to examine the relations among service quality, value, image, satisfaction, and loyalty in China. Analysis of survey data from 118 customers of a Chinese mobile communications company reveals that service quality directly influences both perceived value and image perceptions, that value and image influence satisfaction, that corporate image influences value, and that both customer satisfaction and value are significant determinants of loyalty. Thus, value has both a direct and indirect (through satisfaction) impact on customer loyalty. Other variables mediate the impact of both service quality and corporate image on customer loyalty.

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    Bibliographic Info

    Article provided by Elsevier in its journal Journal of Business Research.

    Volume (Year): 62 (2009)
    Issue (Month): 10 (October)
    Pages: 980-986

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    Handle: RePEc:eee:jbrese:v:62:y:2009:i:10:p:980-986

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    Web page: http://www.elsevier.com/locate/jbusres

    Related research

    Keywords: Value Satisfaction Loyalty Image Mobile communications China;

    References

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    1. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, University of Chicago Press, vol. 17(4), pages 375-84, March.
    2. Roest, H.C.A. & Pieters, R., 1997. "The nomological net of perceived service quality," Open Access publications from Tilburg University urn:nbn:nl:ui:12-74260, Tilburg University.
    3. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. " Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, University of Chicago Press, University of Chicago Press, vol. 20(4), pages 644-56, March.
    4. Ennew, Christine T. & Binks, Martin R., 1999. "Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study," Journal of Business Research, Elsevier, Elsevier, vol. 46(2), pages 121-132, October.
    5. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, Elsevier, vol. 24(3), pages 253-268, May.
    6. Babin, Barry J. & Attaway, Jill S., 2000. "Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer," Journal of Business Research, Elsevier, Elsevier, vol. 49(2), pages 91-99, August.
    7. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, Elsevier, vol. 57(8), pages 913-921, August.
    8. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, Elsevier, vol. 55(6), pages 441-450, June.
    9. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, Elsevier, vol. 51(1), pages 53-60, January.
    10. Gerpott, Torsten J. & Rams, Wolfgang & Schindler, Andreas, 2001. "Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market," Telecommunications Policy, Elsevier, Elsevier, vol. 25(4), pages 249-269, May.
    11. Dowling, Grahame R., 1988. "Measuring corporate images: A review of alternative approaches," Journal of Business Research, Elsevier, Elsevier, vol. 17(1), pages 27-34, August.
    12. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, Elsevier, vol. 28(2), pages 145-159, March.
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    Cited by:
    1. Grisaffe, Douglas B. & Nguyen, Hieu P., 2011. "Antecedents of emotional attachment to brands," Journal of Business Research, Elsevier, Elsevier, vol. 64(10), pages 1052-1059, October.
    2. Tojib, Dewi & Tsarenko, Yelena, 2012. "Post-adoption modeling of advanced mobile service use," Journal of Business Research, Elsevier, Elsevier, vol. 65(7), pages 922-928.
    3. Mohammed Belal Uddin & Bilkis Akhter, 2012. "Customer Satisfaction In Mobile Phone Services In Bangladesh: A Survey Research," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 20-36, May.
    4. Lee, Jong-Ho & Garrett, Tony C. & Self, Donald R. & Findley Musgrove, Carolyn S. ("Casey"), 2012. "Expressive versus instrumental functions on technology attractiveness in the UK and Korea," Journal of Business Research, Elsevier, Elsevier, vol. 65(11), pages 1600-1605.
    5. Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, Econjournals, vol. 1(4), pages 74-85.

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