684
Views
34
CrossRef citations to date
0
Altmetric
Original Articles

A study on mobile phone service loyalty in Taiwan

&
Pages 807-819 | Published online: 08 May 2012

References

  • Anderson , J. C. and Gerbing , D. W. 1988 . Structural equation modeling in practice: A review and recommended two-step approach . Psychological Bulletin , 103 ( 3 ) : 411 – 423 .
  • Aydin , S. and Ozer , G. 2005 . The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market . European Journal of Marketing , 39 : 910 – 925 .
  • Babin , B. J. and Attaway , J. S. 2000 . Atmospheric affect as a tool for creating value and gaining share of customer . Journal of Business Research , 49 ( 2 ) : 91 – 99 .
  • Baker , D. A. and Crompton , J. L. 2000 . Quality, satisfaction and behavioral intentions . Annals of Tourism Research , 27 : 785 – 804 .
  • Brady , M. K. and Cronin , J. J. Jr. 2001 . Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 : 34 – 49 .
  • Buttle , F. 1996 . SERVQUAL: Review, critique, research agenda . European Journal of Marketing , 30 ( 1 ) : 8 – 32 .
  • Caro , L. M. and Garcia , J. A.M. 2008 . Developing a multi-dimensional and hierarchical service quality model for the travel agency industry . Tourism Management , 29 : 706 – 720 .
  • Chen , C.-F. 2008 . Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan . Transportation Research Part A , 42 : 709 – 717 .
  • Chen , C.-F. and Chen , F.-S. 2010 . Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists . Tourism Management , 31 : 29 – 35 .
  • Chen , C.-F. and Tsai , D. 2007 . How destination image and evaluative factors affect behavioral intentions? . Tourism Management , 28 : 1115 – 1122 .
  • Chen , J. V. and Aritejo , B. A. 2008 . Service quality and customer satisfaction measurement of mobile value-added services: A conceptual review . International Journal of Mobile Communications , 6 : 165 – 176 .
  • Cronin , J. J. , Brady , M. K. and Hult , G. T.M. 2000 . Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments . Journal of Retailing , 76 : 193 – 218 .
  • Cronin , J. J. Jr. and Taylor , S. A. 1992 . SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 : 125 – 131 .
  • Dabholkar , P. C. , Thorpe , D. I. and Rentz , J. O. 1996 . A measure of service quality for retail stores . Journal of the Academy of Marketing Science , 24 : 3 – 16 .
  • Fornell , C. 1992 . A national customer satisfaction barometer: The Swedish experience . Journal of Marketing , 56 : 6 – 12 .
  • Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 : 39 – 50 .
  • Gerpott , T. J. , Rams , W. and Schindler , A. 2001 . Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market . Telecommunications Policy , 25 : 249 – 269 .
  • Griffin , J. 1997 . Customer loyalty: How to keep it , New York , NY : Lexington Books .
  • Grönroos , C. 1984 . A service quality model and its marketing implications . European Journal of Marketing , 18 : 36 – 44 .
  • Hair , J. F.J. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 2006 . Multivariate data analysis with readings , Englewood Cliffs , NJ : Prentice-Hall .
  • Johnson , W. C. and Sirikit , A. 2002 . Service quality in the Thai telecommunication industry: A tool for achieving a sustainable competitive advantage . Management Decision , 40 : 693 – 701 .
  • Joreskog , K. and Sorbom , D. 1996 . LISREL 8: User's reference guide , Chicago : Scientific Software International Inc .
  • Kang , G.-D. and James , J. 2004 . Service quality dimensions: An examination of Gronroos's service quality model . Managing Service Quality , 14 : 266 – 277 .
  • Kim , H. S. and Yoon , C. H. 2004 . Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market . Telecommunications Policy , 28 : 751 – 765 .
  • Kim , M. K. , Park , M. C. and Jeong , D. H. 2004 . The effect of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services . Telecommunications Policy , 28 : 145 – 159 .
  • Lai , F. , Griffin , M. and Babin , B. J. 2009 . How quality, value, image, and satisfaction create loyalty at a Chinese telecom . Journal of Business Research , 62 : 980 – 986 .
  • Lee , J. , Kim , Y. , Lee , J. D. and Park , U. 2006 . Estimating the extent of potential competition in the Korean mobile telecommunications market: Switching costs and number portability . International Journal of Industrial Organization , 24 : 107 – 124 .
  • Lee , J. , Lee , J. and Freick , L. 2001 . The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France . Journal of Services Marketing , 15 : 35 – 48 .
  • Lehtinen , U. and Lehtinen , J. R. 1991 . Two approaches to service quality dimensions . The Service Industries Journal , 11 ( 3 ) : 287 – 303 .
  • Lim , H. , Widdows , R. and Park , J. 2006 . M-loyalty: Winning strategies for mobile carriers . Journal of Consumer Marketing , 23 : 208 – 218 .
  • Martinez , L. and Martinez , J. A. 2008 . Developing a multidimensional and hierarchical service quality model for the travel agency industry . Tourism Management , 29 : 706 – 720 .
  • McDougall, G.H.G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation, Journal of Services Marketing, 14, 392–410.
  • Oliver , R. 1980 . A cognitive model of the antecedents and consequences of satisfaction decisions . Journal of Marketing Research , 17 : 460 – 469 .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implication for future research . Journal of Marketing , 49 : 41 – 50 .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
  • Petrick , J. F. 2004 . The roles of quality, value and satisfaction in predicting cruise passengers’ behavioral intentions . Journal of Travel Research , 42 : 397 – 407 .
  • Petrick , J. F. and Backman , S. J. 2002 . An examination of golf travelers’ satisfaction, perceived value, loyalty, and intentions to revisit . Tourism Analysis , 6 : 223 – 237 .
  • Rust , R. T. and Oliver , R. L. 1994 . “ Service quality: Insights and managerial implications from the frontier ” . In Service quality: New directions in theory and practice , Edited by: Rust , R.T. and Oliver , R. L. 1 – 19 . Thousand Oaks , CA : Sage Publications .
  • Seo , D. , Ranganathan , C. and Babad , Y. 2008 . Two-level model of customer retention in the US mobile telecommunication service market . Telecommunication Policy , 32 : 182 – 196 .
  • Sirdeshmukh , D. , Singh , J. and Sabol , B. 2002 . Consumer trust, value, and loyalty in relational exchanges . Journal of Marketing , 66 : 15 – 37 .
  • Turel , O. and Serenko , A. 2006 . Satisfaction with mobile services in Canada: An empirical investigation . Telecommunications Policy , 30 : 314 – 331 .
  • Van-Der-Wal , R. W.E. , Pampallis , A. and Bond , C. 2002 . Service quality in a cellular telecommunications company: A South African experience . Managing Service Quality , 12 : 323 – 335 .
  • Wang , Y. , Lo , H. P. and Yang , Y. 2004 . An integrated framework for service quality, customer value, satisfaction: Evidence from china's telecommunication industry . Information Systems Frontiers , 6 : 325 – 340 .
  • Zeithaml , V. A. 1988 . Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence . Journal of Marketing , 52 : 2 – 22 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.