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Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector
Utilities Policy ( IF 4 ) Pub Date : 2021-03-21 , DOI: 10.1016/j.jup.2021.101208
Arfan Shahzad , Rana Muhammad Shahid Yaqub , Assunta Di Vaio , Rohail Hassan

The paper investigates and compares different groups of customers (stayers and switchers) in terms of antecedents of customer loyalty in the telecommunications (telecom) sector, specifically, customer satisfaction, perceived service quality, perceived price fairness, perceived justice in service recovery, and relational bonds. The data were analyzed through the PLS-SEM Approach. The results revealed significant differences between both groups (i.e., stayers and switchers) in their sense of loyalty antecedents. These differences impact the performance of the telecommunications sector in economic, environmental, and social terms. However, the study revealed no difference between stayers and switchers perceptions of service quality. Our research makes a significant theoretical contribution to the consumer behavior literature by comparing stayers and switchers in the telecommunications sector. Moreover, the study has also offered various practical contributions for managers and practitioners to devise value-based strategies for both groups.



中文翻译:

客户忠诚度和绩效改善的先决条件:来自巴基斯坦电信行业的证据

本文根据电信(电信)领域客户忠诚度的前因,特别是客户满意度,可感知的服务质量,可感知的价格公平性,可感知的服务恢复公平性以及相关性,对不同的客户群(滞留者和转接者)进行了调查和比较。债券。通过PLS-SEM方法分析数据。结果显示,在忠诚度先例的意义上,两组之间(即,下榻者和转换者)之间存在显着差异。这些差异从经济,环境和社会方面影响电信部门的绩效。但是,研究表明,留宿者和转换者对服务质量的看法没有区别。我们的研究通过比较电信行业的停留者和转换者,对消费者行为文献做出了重要的理论贡献。此外,该研究还为管理人员和从业人员提供了各种实践性的帮助,为双方制定基于价值的策略。

更新日期:2021-03-22
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