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Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market

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Cited by:

  1. Rahul, T. & Majhi, R., 2014. "An adaptive nonlinear approach for estimation of consumer satisfaction and loyalty in mobile phone sector of India," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 570-580.
  2. Gerpott, Torsten J. & Ahmadi, Nima, 2015. "Determinants of willingness to look for separate international roaming services—An empirical study of mobile communication customers in Germany," International Journal of Information Management, Elsevier, vol. 35(2), pages 192-203.
  3. Uner, M.Mithat & Guven, Faruk & Cavusgil, S.Tamer, 2020. "Churn and loyalty behavior of Turkish digital natives: Empirical insights and managerial implications," Telecommunications Policy, Elsevier, vol. 44(4).
  4. Roberto Dell’Anno & Miguel Gómez-Antonio & Angel Alañon-Pardo, 2007. "The shadow economy in three Mediterranean countries: France, Spain and Greece. A MIMIC approach," Empirical Economics, Springer, vol. 33(1), pages 197-197, July.
  5. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
  6. Gabriel Kolade Olorunleke, 2020. "Survey of Customer's Service Expectation and Quality Perception to G.S.M Services in Ondo State," Business and Economic Research, Macrothink Institute, vol. 10(4), pages 121-138, December.
  7. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
  8. Obinna C. Ojiaku & Aihie Osarenkhoe, 2018. "Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider: The Role of Past Experience," Global Business Review, International Management Institute, vol. 19(6), pages 1478-1493, December.
  9. See Kwong Goh & Nan Jiang & Pei Leng Tee, 2016. "The Impact of Brand trust, Self-image Congruence and Usage Satisfaction toward Smartphone Repurchase Intention," International Review of Management and Marketing, Econjournals, vol. 6(3), pages 436-441.
  10. 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, vol. 0(1), pages 20-36, May.
  11. Chang, Hsin-Li & Yang, Cheng-Hua, 2008. "Explore airlines’ brand niches through measuring passengers’ repurchase motivation—an application of Rasch measurement," Journal of Air Transport Management, Elsevier, vol. 14(3), pages 105-112.
  12. Chang Ok, Jin & Sang-Bum Park, 2018. "A Study on Factors Affecting Intention of Choosing Internet Banking and Intention of Continuity," International Journal of Economics and Finance, Canadian Center of Science and Education, vol. 10(12), pages 1-54, December.
  13. Guven, Faruk, 2018. "Churn and loyalty behaviour of Turkish digital natives," 29th European Regional ITS Conference, Trento 2018 184943, International Telecommunications Society (ITS).
  14. Ruiz Díaz, Gonzalo, 2017. "The influence of satisfaction on customer retention in mobile phone market," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 75-85.
  15. Hagebölling, Mona & Seegebarth, Barbara & Woisetschläger, David M., 2021. "Tactical termination of contractual services – An analysis of the phenomenon and its determinants," Journal of Business Research, Elsevier, vol. 137(C), pages 170-181.
  16. Dao Thi Ta & Chia-Han Yang, 2018. "Exploring The Impacts Of Service Innovation On Customer Satisfaction In The Telecom Industry: A Perspective From Interactive And Supportive Service Innovations," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(07), pages 1-30, October.
  17. 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.
  18. Wajeeha Aslam & Reema Frooghi, 2018. "Switching Behaviour of Young Adults in Cellular Service Industry: An Empirical Study of Pakistan," Global Business Review, International Management Institute, vol. 19(3), pages 635-649, June.
  19. Tabi, Andrea & Hille, Stefanie Lena & Wüstenhagen, Rolf, 2014. "What makes people seal the green power deal? — Customer segmentation based on choice experiment in Germany," Ecological Economics, Elsevier, vol. 107(C), pages 206-215.
  20. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
  21. Jamal Joudeh & Ala’ O. Dandis, 2018. "Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 108-108, June.
  22. Toni Lupo & Seyyed Ali Delbari, 2018. "A knowledge-based exploratory framework to study quality of Italian mobile telecommunication services," Telecommunication Systems: Modelling, Analysis, Design and Management, Springer, vol. 68(1), pages 129-144, May.
  23. Wei-Tsong Wang & Wen-Hung Chang, 2014. "A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives," Information Systems Frontiers, Springer, vol. 16(5), pages 887-908, November.
  24. Muhammad Tanveer & Harsandaldeep Kaur & George Thomas & Haider Mahmood & Mandakini Paruthi & Zhang Yu, 2021. "Mobile Phone Buying Decisions among Young Adults: An Empirical Study of Influencing Factors," Sustainability, MDPI, vol. 13(19), pages 1-18, September.
  25. Young Kyung Ryu & Jin-Woo Park, 2019. "Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport," Sustainability, MDPI, vol. 11(17), pages 1-11, August.
  26. Md. Rakeullah Chowdhury, 2020. "A study on customer retention and brand image: an empirical evidence of mobile operators in Bangladesh," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 10(2), pages 65-73, February.
  27. Wajeeha Aslam & Imtiaz Arif & Kashif Farhat & Marium Khursheed, 2018. "The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 177-194.
  28. Calzada, Joan & García-Mariñoso, Begoña & Suárez, David, 2023. "Do telecommunications prices depend on consumer engagement?," Information Economics and Policy, Elsevier, vol. 62(C).
  29. Chang Hee Yoon & Francis Joseph Costello & Cheong Kim, 2019. "Assisting Sustainable Entrepreneurial Activities Through the Analysis of Mobile IT Services’ Success and Failure Factors," Sustainability, MDPI, vol. 11(20), pages 1-22, October.
  30. Srinuan, Pratompong & Srinuan, Chalita & Bohlin, Erik, 2014. "An empirical analysis of multiple services and choices of consumer in the Swedish telecommunications market," Telecommunications Policy, Elsevier, vol. 38(5), pages 449-459.
  31. S. Rajeswari & Yarlagadda Srinivasulu & S. Thiyagarajan, 2017. "Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)," Global Business Review, International Management Institute, vol. 18(4), pages 1041-1058, August.
  32. Tony H. Grubesic & Timothy C. Matisziw & Alan T. Murray, 2011. "Market Coverage and Service Quality in Digital Subscriber Lines Infrastructure Planning," International Regional Science Review, , vol. 34(3), pages 368-390, July.
  33. Monti, Alessandro & Schäfer, Ralf G. & Lucidi, Stefano & Stumpf, Ulrich, 2013. "Kundenbindungsansätze im deutschen TK-Markt im Lichte der Regulierung," WIK Discussion Papers 377, WIK Wissenschaftliches Institut für Infrastruktur und Kommunikationsdienste GmbH.
  34. Gurjeet Kaur & Ritika Sambyal, 2016. "Exploring Predictive Switching Factors for Mobile Number Portability," Vikalpa: The Journal for Decision Makers, , vol. 41(1), pages 74-95, March.
  35. Capponi, Giovanna & Corrocher, Nicoletta & Zirulia, Lorenzo, 2021. "Personalized pricing for customer retention: Theory and evidence from mobile communication," Telecommunications Policy, Elsevier, vol. 45(1).
  36. Andy Chin Woon Fook & Omkar Dastane, 2021. "Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis," Jindal Journal of Business Research, , vol. 10(1), pages 7-32, June.
  37. Hubert Chan & E. Ngai, 2010. "What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services," Journal of Business Ethics, Springer, vol. 91(1), pages 73-110, February.
  38. (Sandy) Zhang, Sha & van Doorn, Jenny & Leeflang, Peter S.H., 2014. "Does the importance of value, brand and relationship equity for customer loyalty differ between Eastern and Western cultures?," International Business Review, Elsevier, vol. 23(1), pages 284-292.
  39. Karjaluoto, Heikki & Jayawardhena, Chanaka & Leppäniemi, Matti & Pihlström, Minna, 2012. "How value and trust influence loyalty in wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 36(8), pages 636-649.
  40. Thomas Cadet & Sophie Larribeau & Thierry Pénard, 2012. "Network effects, Customer Satisfaction and Recommendation on the Mobile Phone Market," Economics Working Paper Archive (University of Rennes 1 & University of Caen) 201242, Center for Research in Economics and Management (CREM), University of Rennes 1, University of Caen and CNRS.
  41. Mohammad Anisur Rahman & Xu Qi & Abu Naser Mohammad Saif & Ismail Bin Ibrahim & Rabeya Sultana, 2017. "Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1301195-130, January.
  42. , Le Thanh Tung, 2024. "Impact of relationship quality on customer loyalty: A study in the banking system," OSF Preprints qzpxk, Center for Open Science.
  43. Mohammad Aghaei, 2021. "Valuation of the Hamrah-e-Aval brand based on brand valuation models using Topsis multi-criteria decision-making model," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(1), pages 42-53, February.
  44. Tseng, Fang-Mei & Wang, Shenq-Yuan & Hsieh, Chih-Hung & Guo, Aifang, 2014. "An integrated model for analyzing the development of the 4G telecommunications market in Taiwan," Telecommunications Policy, Elsevier, vol. 38(1), pages 14-31.
  45. Gijón, Covadonga & Garín-Muñoz, Teresa & Pérez-Amaral, Teodosio & López-Zorzano, Rafael, 2013. "Satisfaction of individual mobile phone users in Spain," Telecommunications Policy, Elsevier, vol. 37(10), pages 940-954.
  46. Confraria, João & Ribeiro, Tiago & Vasconcelos, Helder, 2017. "Analysis of consumer preferences for mobile telecom plans using a discrete choice experiment," Telecommunications Policy, Elsevier, vol. 41(3), pages 157-169.
  47. Jagwinder Singh & Shivani Saini, 2016. "Managing Consumer Loyalty through Acquisition, Retention and Experience Efforts: An Empirical Study on Service Consumers in India," Vision, , vol. 20(2), pages 121-134, June.
  48. Yunqiang Xue & Hongzhi Guan & Jonathan Corey & Heng Wei & Hai Yan, 2017. "Quantifying a Financially Sustainable Strategy of Public Transport: Private Capital Investment Considering Passenger Value," Sustainability, MDPI, vol. 9(2), pages 1-20, February.
  49. Changhee Kim & Soo Wook Kim & Hee Jay Kang, 2016. "Driving Sustainable Competitive Advantage in the Mobile Industry: Evidence from U.S. Wireless Carriers," Sustainability, MDPI, vol. 8(7), pages 1-13, July.
  50. Lee, Richard & Murphy, Jamie, 2008. "The Moderating Influence of Enjoyment on Customer Loyalty," Australasian marketing journal, Elsevier, vol. 16(2), pages 11-21.
  51. García-Mariñoso, Begoña & Suárez, David, 2019. "Switching mobile operators: Evidence about consumers’ behavior from a longitudinal survey," Telecommunications Policy, Elsevier, vol. 43(5), pages 426-433.
  52. Marta Flamini & Maurizio Naldi, 2023. "Optimal Pricing in a Rented 5G Infrastructure Scenario with Sticky Customers," Future Internet, MDPI, vol. 15(2), pages 1-23, February.
  53. Suárez, David & García-Mariñoso, Begoña & Santos, Iván, 2016. "Satisfaction of business customers with mobile phone and internet services in Spain," Telecommunications Policy, Elsevier, vol. 40(1), pages 52-61.
  54. Mira Thoumy & Elie Abdallah, 2017. "Switching costs impact on customer retention in telecommunication," Competition and Regulation in Network Industries, , vol. 18(3-4), pages 198-216, September.
  55. Liu, Chung-Tzer & Guo, Yi Maggie & Lee, Chia-Hui, 2011. "The effects of relationship quality and switching barriers on customer loyalty," International Journal of Information Management, Elsevier, vol. 31(1), pages 71-79.
  56. Prentice, Catherine, 2014. "Who stays, who walks, and why in high-intensity service contexts," Journal of Business Research, Elsevier, vol. 67(4), pages 608-614.
  57. Yogesh Verma & Maithili R. P. Singh, 2017. "Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(2), pages 121-129, May.
  58. José Torrão & Sandrina Teixeira, 2023. "The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector," Sustainability, MDPI, vol. 15(3), pages 1-17, February.
  59. Keesookpun, Chutipong & Mitomo, Hitoshi, 2013. "The determinants of mobile operator switching and policy implications in developing countries: A case study of Thailand," 24th European Regional ITS Conference, Florence 2013 88472, International Telecommunications Society (ITS).
  60. Shin, Dong-Hee, 2015. "Effect of the customer experience on satisfaction with smartphones: Assessing smart satisfaction index with partial least squares," Telecommunications Policy, Elsevier, vol. 39(8), pages 627-641.
  61. Ahmad Sohail Khan & Saima Majeed & Rizwan Shabbir, 2016. "Designing a Customer Retention Framework for Telecommunication Sector," Information Management and Business Review, AMH International, vol. 8(5), pages 48-60.
  62. Oznur Ozkan Tektas & Canan Eryigit & Ozge Tayfur Ekmekci, 2017. "Does Thinking Style Affect the Impacts of Satisfaction and Reputation on Repurchase Intention? A Cross-National Comparison," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 2(6), pages 4-24.
  63. Gerpott Torsten J., 2018. "Relative fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany," Management & Marketing, Sciendo, vol. 13(4), pages 1150-1173, December.
  64. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
  65. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Klint Allen Mariñas & Jehorom Px Alegre Perez & Satria Fadil Persada & Reny Nadlifatin & Thanatorn Chuenyindee & Thapanat Buaphiban, 2022. "Factors Affecting Customer Satisfaction in Fast Food Restaurant “Jollibee” during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(22), pages 1-19, November.
  66. Michael K. Ng & Yuho Chung, 2012. "Double Mover–Stayer model on customer switching in telecommunications industry," Naval Research Logistics (NRL), John Wiley & Sons, vol. 59(8), pages 663-674, December.
  67. S. R. Nikhashemi & Naser Valaei & Arun Kumar Tarofder, 2017. "Does Brand Personality and Perceived Product Quality Play a Major Role in Mobile Phone Consumers’ Switching Behaviour?," Global Business Review, International Management Institute, vol. 18(3_suppl), pages 108-127, June.
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