In the past decade, the competition has increased in mobile telecommunication services; moreover, a stagnating rate of diffusion suggests that the market may have reached maturity. Thus, customer loyalty has become an important area of research in the mobile telecommunication sector. The goal of this current study is to offer and test a theoretical model of customer retention in the mobile telecommunication context. To test the theoretical model, a self-administrated questionnaire was developed and tested on a sample of 400 customers. The results show that greater levels of satisfaction toward loyalty program lead to greater customer retention. The satisfaction of loyalty program positively impacts customer relationship satisfaction. The mediating effect of relationship satisfaction is supported. Since the majority of research on perceived justice focused on service recovery and complaint outcomes, this framework provides empirical evidence on the direct and indirect effect of procedural, distributive and interactional perceived justice regarding loyalty programs as antecedents of relational satisfaction loyalty/commitment and retention from a consumer's perspective.

中文翻译：

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保留给移动电信服务提供商的客户：感知公正和客户忠诚度计划的作用

在过去的十年中，移动电信服务的竞争加剧了。此外，扩散速度停滞表明市场可能已经成熟。因此，客户忠诚度已成为移动电信领域研究的重要领域。这项当前研究的目的是提供和测试在移动电信环境下客户保留的理论模型。为了测试理论模型，开发了一份自我管理的调查问卷，并在400位客户的样本上进行了测试。结果表明，对忠诚度计划的满意程度越高，客户保留率越高。忠诚度计划的满意度会积极影响客户关系满意度。支持关系满意度的中介作用。