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How value and trust influence loyalty in wireless telecommunications industry · Study

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ArticleHow value and trust influence loyalty in wireless telecommunications industry

Heikki Karjaluoto2012

Article2012

How value and trust influence loyalty in wireless telecommunications industry

Heikki Karjaluoto · Chanaka Jayawardhena · Matti Leppäniemi · Minna Pihlström

112 citations·0/0 files stored·Telecommunications Policy

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1994The Commitment-Trust Theory of Relationship Marketing 1977Estimating Nonresponse Bias in Mail Surveys 1996The Behavioral Consequences of Service Quality 1987Developing Buyer-Seller Relationships 1999Whence Consumer Loyalty?1997An Examination of the Nature of Trust in Buyer-Seller Relationships

Cited by

2014Does value matters in playing online game? An empirical study among massively multiplayer online role-playing games (MMORPGs)2013Investing in customer loyalty: the moderating role of relational characteristics 2017The effects of brand experiences on quality, satisfaction and loyalty: an empirical study in the telecommunications multiple-play service market 2021Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach 2014Shopping centre customer service: creating customer satisfaction and loyalty

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Details

Year2012

Typearticle

Published2012-06-18

VenueTelecommunications Policy

ISSN-L0308-5961

Languageen

Citations112

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.telpol.2012.04.012

openalex_workW2020775744

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2016Consumer-brand relationships’ development in the mobile internet market: evidence from an extended relationship commitment paradigm

2018The role of multidimensional switching barriers on the cognitive and affective satisfaction-loyalty link in mobile communication services: Coupling in moderating effects

2015How do brand personality, identification, and relationship length drive loyalty in sports?