scholarly journals The Underlying Dimensions of Relationship Marketing in the Malaysian Mobile Service Sector

2014 ◽  
Vol 13 (3) ◽  
pp. 169-190 ◽  
Author(s):  
Jamil Bojei ◽  
Mimi Liana Abu
Keyword(s):  
Relationship Marketing ◽  
Service Sector ◽  
Mobile Service

scholarly journals A Theoretical Perspective of Contract and Contractual Customer-Supplier Relationship in the Mobile Phone Service Sector

2017 ◽  
Vol 12 (7) ◽  
pp. 201 ◽  
Author(s):  
Muhammad Turki Alshurideh
Keyword(s):  
Relationship Marketing ◽  
Customer Service ◽  
Service Sector ◽  
Theoretical Perspective ◽  
Customer Relationship ◽  
Mobile Service ◽  
Service Firms ◽  
Supplier Relationships ◽  
Contractual Relationship ◽  
The Relationship

Both contracts and contractual relationships as concepts have been rarely discussed from scholars’ perfectives in the Relationship Marketing (RM) branch of learning. Reviewing these concepts in the customer-service sector adds value because the majority of mobile service firms are losing their current contracted customers at a significant rate despite practicing different RM activities to retain active ones. Thus, this study introduces the concept of Contractual Customer Relationship Marketing (C-CRM) for the first time to the RM field of study and discusses how to employ Contractual Relationship Marketing (C-RM) especially in the use of contractual bonds to establish, maintain and extend customer-supplier relationships.This study targets various issues that are interrelated to the use of contracts to maintain and retain valuable customers in the mobile service sector. To explore these issues, this paper focuses on extending an understanding of contracts and their use in the contractual customer-supplier relationships. This requires an overview of the study’s topic in section one, with section two outlining the study’s importance. Section three provides an overview of the contract meaning and section four explaining the main benefits of using business contracts. Section five discusses the importance of using contracts for customer retention, then section six considers the contractual use in renewable situations, section seven reviews the relationship between contract use and customer switching, section eight explains how to employ contracts in prolonging customer-supplier relationships, and, finally, the concluding remarks are made in section nine.

Relationship marketing in supply chain: an empirical analysis in the Brazilian service sector

2011 ◽  
Vol 26 (7) ◽  
pp. 524-531 ◽  
Author(s):  
Valter Afonso Vieira ◽  
Plinio R.R. Monteiro ◽  
Ricardo Teixeira Veiga
Keyword(s):  
Supply Chain ◽  
Relationship Marketing ◽  
Empirical Analysis ◽  
Service Sector

The role of customer experience touchpoints in driving loyalty intentions in services

2018 ◽  
Vol 30 (5) ◽  
pp. 444-457 ◽  
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Customer Loyalty ◽  
Service Sector ◽  
Service Providers ◽  
Management Strategies ◽  
Customer Experience ◽  
Ordinary Least Squares ◽  
Mobile Service ◽  
Least Squares Regression ◽  
Content Type ◽  
Loyalty Intentions

Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints in contributing to customer loyalty intentions. Design/methodology/approach Data were collected by means of a survey on almost 6,000 subjects belonging to the Nielsen consumer panel. Two ordinary least squares regression models with clustered standard errors estimate the relationship between touchpoint exposure – measured in terms of reach, frequency and positivity – and customer loyalty intentions in the mobile service sector. Findings Reach has a significant relationship with customer loyalty intentions as far as eight touchpoints are concerned. Positivity, when controlling for frequency of exposure, is related to customer loyalty intentions as far as nine touchpoints are concerned. Practical implications Results provide guidance for mobile service providers on customer experience management strategies and specifically on touchpoint prioritization, adaptation, monitoring and design. Originality/value This study addresses two relevant research gaps. First, most studies focus on single or a few touchpoints without considering the variety of touchpoints within the customer journey (Lemon and Verhoef, 2016). Second, no studies focus on the relative contribution of touchpoints to customer loyalty intentions (Homburg et al., 2017).

Does Corporate Image Really Matter in Service Recovery Context?

2017 ◽  
Vol 8 (1) ◽  
pp. 1-14
Author(s):  
Rania Mostafa
Keyword(s):  
Service Sector ◽  
Service Recovery ◽  
Corporate Image ◽  
Hierarchical Regression ◽  
Future Research ◽  
Mobile Service ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Moderating Role

The purpose of this study is to examine the moderating role of corporate image to the relationship between service recovery strategies and post-recovery satisfaction. Data were collected, using a questionnaire from 182 complaining customers in the mobile service sector. Hierarchical regression analyses demonstrated the moderating role of corporate image between service recovery strategies and post recovery satisfaction. Findings based on disconfirmation paradigm theory revealed that corporate image moderates the effect of apology, problem solving, and speed response on service recovery satisfaction. However, corporate image was not found to have a moderating effect on the courtesy - recovery satisfaction link. Academic and managerial implications, as well as, future research directions are provided.

Modeling the factors and their inter-dependencies for investment decision in Indian mobile service sector

2016 ◽  
Vol 11 (1) ◽  
pp. 189-212 ◽  
Author(s):  
Abhay Kumar Bhadani ◽  
Ravi Shankar ◽  
D. Vijay Rao
Keyword(s):  
Data Analytics ◽  
Service Sector ◽  
Mobile Services ◽  
Mobile Service ◽  
Telecommunication Sector ◽  
Interpretive Structural Modeling ◽  
Content Type ◽  
Micmac Analysis ◽  
Telecommunication Companies ◽  
The Government

Purpose – The purpose of this paper is to identify the factors influencing investment decisions in mobile services for profitablity and to become a global leader in mobile services sector. Design/methodology/approach – A two-stage methodology is followed. In the first stage, factors are identified from literature, and are validated with telecommunication domain experts using the t-test. In the second stage, interpretive structural modeling (ISM) is used to understand the complex interrelationships among various factors. Further, MICMAC analysis is performed to analyze the indirect relationships and their effect on different factors by stabilizing the rank based on driving and dependence power. Based on MICMAC analysis, four clusters are identified to aid the policy- and decision-makers. Findings – The major contribution of this research is imposing directions and dominance of various factors to make informed decision-making for investment in mobile services to meet the upcoming demand for mobile services in Indian telecommunication sector. Research limitations/implications – The applicability of these research findings is limited to emerging telecommunication market. Practical implications – This paper forms the basis for identifying various factors that act as the driving force for the Indian telecommunication operators to pay special attention toward mobile services, with telecommunication data analytics and developing context-aware services. This paper will aid policy-makers in the government, managers in telecommunication companies and other stakeholders such as content providers, channel partners and application developers to take a lead role in developing appropriate mobile services to meet local needs of Indian users. It will help in developing strategies to collaborate and motivate other stakeholders, including device manufacturers to understand and work collaboratively to become world leader in mobile services. Originality/value – This paper provides a framework for understanding the various factors that encourage telecommunication companies to establish and invest in mobile services and setup a separate vertical in their organization with a focus on mobile services to meet the future demands of Indian market. Appropriate utilization of telecommunication data analytics, personalization of services, customization in local languages and support for convergent services would encourage adoption of mobile services.

scholarly journals SUBSCRIBERS’ ATTITUDE TOWARDS MOBILE COMMUNICATION SERVICE PROBLEMS IN TUTICORIN DISTRICT

2016 ◽  
Vol 4 (5SE) ◽  
pp. 53-57
Author(s):  
Anthony Rahul Golden S
Keyword(s):  
Mobile Communication ◽  
Service Provider ◽  
Service Sector ◽  
Mobile Service ◽  
Communication Service

Increasing competition in mobile service sector has led the providers to realizing the need to focus on decrease the service problems to avoid the switching over to the competitors. Consumers play an important role in choosing a mobile service provider. This paper presents impact of service problems on subscribers’ satisfaction in Tuticorin Dist.

Customer Relationship Marketing Focusing on Providing Benefits to Students and Mobile Service Providers

2013 ◽  
Vol 2 (4) ◽  
pp. 25-35
Author(s):  
A. H. M. Ehsanul Huda Chowdhury ◽  
Sara Sarwari ◽  
Waleed Khan Chowdhury
Keyword(s):  
Relationship Marketing ◽  
Service Providers ◽  
Cellular Phone ◽  
Customer Relationship ◽  
Survey Method ◽  
Simple Random Sample ◽  
Mobile Service ◽  
Student Community ◽  
Quantitative Descriptive ◽  
The University

This article investigates the extent to which communication impacts on relationship marketing and whether improved communication can result in sustainable long-term relationships. It proposes a continuing process that would not only primarily facilitate the mass student community of the university but also specifically provide aid to every individual pupil’s requirements during their term in each enrolled semesters. The solution is meant to help the student community to stay in pace with their educational calendar besides enjoying the privilege to be entertained with the most effortless and economical communicating tool within the university community. This is expected to enrich each individual’s knowledge by initiating a new route to tie with one another besides serving all other regular needs for communicating with the rest of the world. This is a quantitative descriptive study where the survey method is employed using a simple random sample by using university students of AIUB who uses cellular phone. The findings indicate that this research will enhance not only the life of its pupils but also improve the procedures and formalities that it needed to carry out to serve the students. The commencement of the service will not only ensure the simplicity of the existing students but would also facilitate those particular students who are concluding their studentship.

The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector

2017 ◽  
pp. 59-82 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Organizational Performance ◽  
Customer Loyalty ◽  
Service Sector ◽  
Brand Management ◽  
Value Added ◽  
Switching Behavior ◽  
Travel Agency ◽  
Mobile Service ◽  
Service Company

This chapter presents the overview of customer satisfaction; customer satisfaction and service quality; customer satisfaction and Online Travel Agency (OTA) websites in the tourism industry; customer satisfaction and switching behavior in the mobile service company; the overview of customer loyalty; the advanced issues of customer loyalty program; and the relationships among customer loyalty, customer satisfaction, brand management, and social media. Creating loyalty among customers can help service company significantly increase the purchases of existing products, charge premium prices for the appreciation of value-added services, and create the positive word-of-mouth promotion for the company, which is the significant marketing objective in the service sector. The chapter argues that facilitating customer satisfaction and customer loyalty has the potential to enhance organizational performance and gain sustainable competitive advantage in the service sector.

scholarly journals FACTORS AFFECTING CUSTOMER LOYALTY FOR MOBILE SERVICE PROVIDERS

2020 ◽  
Vol 12 (0) ◽  
pp. 1-10
Author(s):  
Miglė Vyšedvorskytė ◽  
Neringa Vilkaitė-Vaitonė
Keyword(s):  
Customer Loyalty ◽  
Service Sector ◽  
Service Providers ◽  
Mobile Service ◽  
Consumer Loyalty ◽  
Factors Affecting ◽  
Mobile Phone User ◽  
The Future ◽  
Phone User

Intense competition in the mobile services market encourages these service providers to take measures to create, maintain and enhance consumer loyalty. In such a concentrated market, it becomes important for service providers to identify and enhance the factors determining customer loyalty and their expression, whereas maintaining existing users requires significantly less effort and financial, human and time resources than attracting new ones. This article deals with a case study of Lithuania’s mobile operators: UAB “Bitė Lietuva”, UAB “Tele2”, UAB “Telia” in the context of consumer loyalty. The paper raises the question of what factors influence mobile phone user loyalty and how these factors can be evaluated. The article presents theoretical analysis of factors determining consumer loyalty in the service sector. An expert evaluation and multi-criteria study reveals which loyalty factors have the strongest influence on customers of mobile operators when choosing a particular service provider in Lithuania. The relevance of this article has potential for a practical study of consumer loyalty factors in the future. In the future, the research may be continued on a larger scale, involving more companies in the telecommunications sector, choosing research methods that are suitable for a broader sample of research and formulating consumer loyalty enhancement solutions applicable exclusively to organizations in the industry.

scholarly journals Service Encounters: The Missing Link Between Service Quality Perceptions And Satisfaction

2011 ◽  
Vol 21 (3) ◽  
Author(s):  
Srinivas Durvasula ◽  
Steven Lysonski ◽  
Subhash C. Mehta
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Service Sector ◽  
The Other ◽  
Service Encounter ◽  
Service Satisfaction ◽  
Service Encounters ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
The Relationship

<p class="MsoNormal" style="text-align: justify; margin: 0in 0.6in 0pt 0.5in;"><span style="font-size: 10pt;"><span style="font-family: Times New Roman;">Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those factors that affect service satisfaction. Extant research in the service sector reveals two important determinants of service satisfaction. One is service quality, and the other is the service encounter, representing the interaction between the customer and the service provider. Further, it has been demonstrated that service quality is also related to customer perceptions of the service encounter. However, a question that a remains unanswered is about the precise nature of the relationship between service quality and service encounter on one hand, and service satisfaction on the other. Is the relationship direct or indirect? Does one of the factors instead serve as a mediator? This study provides an answer by examining a sample of industrial customers in Singapore who evaluated the service dimensions of ocean freight shipping lines. Results reveal that the relationship between service quality and service satisfaction is not direct, but it is defined or mediated by customer perceptions of service encounters. Implications of the results are discussed.</span></span></p>

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