Name
Abstract | ||
|---|---|---|
This paper investigates factors affecting the switching behavior of customers in the Korean mobile industry. It has been known
that four factors such as customer satisfaction, switching cost, alternative attractiveness, and customer loyalty have influences
on the switching behavior. An empirical study of mobile subscribers in Korea confirms that customer satisfaction significantly
affects customer loyalty. It has found that switching cost directly affects customer loyalty, but does not play the moderating
role in the customer satisfaction — customer loyalty relationship. However, alternative attractiveness has no impact on customer
loyalty directly and no moderating role in the customer satisfaction — customer loyalty relationship. |
Year | DOI | Venue |
|---|---|---|
2009 | 10.1007/s12927-009-0006-y | JoSS |
Keywords | Field | DocType |
customer satisfaction.,alternative attractiveness,mobile service,customer loyalty,switching cost,switching factor,customer satisfaction,empirical study | Customer retention,Customer delight,Customer satisfaction,Loyalty business model,Service quality,Advertising,Customer to customer,Customer advocacy,Marketing,Business,Customer equity | Journal |
Volume | Issue | ISSN |
1 | 1 | 2092-5204 |
Citations | PageRank | References |
2 | 0.40 | 0 |
Authors | ||
2 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Daihwan Min | 1 | 21 | 3.35 |
| Li-Li Wan | 2 | 15 | 7.72 |