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Boost customer loyalty with online support: the case of mobile telecoms providers

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  • van Riel, A.C.R.

    (Marketing & Supply Chain Management)

  • Liljander, V.M.

    (Marketing & Supply Chain Management)

  • Lemmink, J.G.A.M.

    (Marketing & Supply Chain Management)

  • Streukens, A.C.P.

    (Marketing & Supply Chain Management)

Abstract

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Suggested Citation

  • van Riel, A.C.R. & Liljander, V.M. & Lemmink, J.G.A.M. & Streukens, A.C.P., 2003. "Boost customer loyalty with online support: the case of mobile telecoms providers," Research Memorandum 014, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    • Handle: RePEc:unm:umamet:2003014
    DOI: 10.26481/umamet.2003014
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    3. Eroglu, Sevgin A. & Machleit, Karen A. & Davis, Lenita M., 2001. "Atmospheric qualities of online retailing: A conceptual model and implications," Journal of Business Research, Elsevier, vol. 54(2), pages 177-184, November.
    4. T. S. Breusch & A. R. Pagan, 1980. "The Lagrange Multiplier Test and its Applications to Model Specification in Econometrics," The Review of Economic Studies, Review of Economic Studies Ltd, vol. 47(1), pages 239-253.
    5. Thomas P. Novak & Donna L. Hoffman & Yiu-Fai Yung, 2000. "Measuring the Customer Experience in Online Environments: A Structural Modeling Approach," Marketing Science, INFORMS, vol. 19(1), pages 22-42, May.
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    Cited by:

    1. Glunk, U. & Heijltjes, M.G., 2003. "Changes in the top management team: performance implications of altering team composition," Research Memorandum 050, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    2. Stephen K. Callaway, 2011. "Internet banking and performance," American Journal of Business, Emerald Group Publishing Limited, vol. 26(1), pages 12-25, April.
    3. Ortal FALKOVITCH & Carmit Moshe ROZENTAL, 2019. "The Digitalization Of Banking In Israel And Its Effect On Customer Satisfaction. A Qualitative Study From The Perspective Of Managers At Two Israeli Banks," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 14, pages 143-154, December.
    4. S. O. Namusonge & Prof. E. Mukulu & Dr. N. Kirima, 2015. "Information Sharing, Cooperative Behaviour and Hotel Performance: A Survey of the Kenyan Hospitality Industry," International Journal of Business and Social Research, LAR Center Press, vol. 5(9), pages 77-92, September.
    5. Eymann, Torsten (Ed.), 2009. "Tagungsband zum Doctoral Consortium der WI 2009 [WI2009 Doctoral Consortium Proceedings]," Bayreuth Reports on Information Systems Management 40, University of Bayreuth, Chair of Information Systems Management.
    6. Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita, 2017. "Online determinants of e-customer satisfaction: application to website purchases in tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 375-403, June.
    7. Kang, Dayoung & Kim, Seongcheol, 2018. "The Effects of O2O Service Factors on Sequel Service Adoption: O2O Service Quality Dimensions and Perceived Fit," 22nd ITS Biennial Conference, Seoul 2018. Beyond the boundaries: Challenges for business, policy and society 190356, International Telecommunications Society (ITS).
    8. S. O. Namusonge & Prof. E. Mukulu & Dr. N. Kirima, 2015. "Information Sharing, Cooperative Behaviour and Hotel Performance: A Survey of the Kenyan Hospitality Industry," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 5(9), pages 77-92, September.
    9. Sanghyun Kim & Hyunsun Park, 2018. "Do Female Employees at Small and Medium Enterprises Perceive Open Source Software Usefulness and Satisfaction Differently from Male Employees? A Survey Analysis," Social Sciences, MDPI, vol. 7(10), pages 1-17, September.

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