scholarly journals Dissatisfied and loyal customers complain: A study of telecom sector

Paradigms ◽  
2017 ◽  
Vol 11 (1) ◽  
pp. 97-102
Author(s):  
Waseem Irshad ◽  
◽  
Ibrahim Anjum ◽  
Keyword(s):  
Telecom Sector ◽  
Loyal Customers

Welfare Effects of Introducing Competition in the Telecom Sector in Djibouti

2019 ◽  
Author(s):  
Xavier Stephane Decoster ◽  
Gabriel Lara Ibarra ◽  
Vibhuti Mendiratta ◽  
Marco Santacroce
Keyword(s):  
Welfare Effects ◽  
Telecom Sector

Enabling Customer-Centricity and Relationship Management using Net Promoter Score

2018 ◽  
Vol 9 (2) ◽  
pp. 115-126 ◽  
Author(s):  
Nicoleta Valentina Florea ◽  
Dorina Antoneta Tănăsescu ◽  
Anişoara Duică
Keyword(s):  
Relationship Marketing ◽  
Performance Indicators ◽  
Simulation Modeling ◽  
Customer Value ◽  
Future Trends ◽  
New Methods ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Customer Centricity ◽  
Loyal Customers

Abstract We are in the fifth era of marketing development, that of relationship marketing, where the environment is influenced by globalization, informatization, market liberalization, and the overcapacity of production, and the focus will be not on increasing the volume of production, but on obtaining profit using relationship with profitable customers. Customer-centricity, customization, one-to-one relationship and measuring the value of each customer is an advantage in the fearless market. Organizations if they knew what customers wants would offering only those products or services they want, but to help them to know the customers’ needs better, they use models, new methods and calculation of performance indicators. One of the models which help organizations to determine the customer value and centricity is Net Promoter Score (NPS), its formula being developed by Reichheld F. in 2006. Our research is made on 10 organizations and on 150 respondents and is consisting in using NPS in order to observe customers’ perception of the analysed brands, to measure how well the brand is having satisfayed and loyal customers, and the desire for recommendation of the analysed brand. Our article is using simulation, modeling and IT programs to observe possible relationships and future trends.

Pengaruh Kepercayaan Terhadap Loyalitas Konsumen Yang Memunculkan Distrust

2019 ◽  
Vol 3 (2) ◽  
pp. 100-112
Author(s):  
Septian Wahyudi
Keyword(s):  
Research Method ◽  
Negative Impact ◽  
Consumer Confidence ◽  
Consumer Loyalty ◽  
The One ◽  
Loyal Customers

The company certainly wants to increase its sales and increase the number of its customers so that all efforts and methods are carried out, including in building consumer confidence, thus making these consumers become loyal customers or commonly referred to as customers. But on the one hand the trust built by the company actually has a negative impact, namely the emergence of distrust because the frequency of the company offers a variety of products that are sometimes not needed by consumers, this paper is made to answer these phenomena and problems in a concise manner.This research method is by analyzing criticism of several studies about trust that affect consumer loyalty which results in the absence of influence between trust in consumer loyalty.

THE MANIFESTATIONS OF CUSTOMER LOYALTY IN INDIAN LIFE INSURANCE INDUSTRY: AN EMPIRICAL EXAMINATION

2016 ◽  
Vol 12 (02) ◽  
Author(s):  
Medha Srivastava ◽  
Alok Kumar Rai
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Recent Literature ◽  
Insurance Industry ◽  
Empirical Examination ◽  
Consumption Decisions ◽  
Life Insurance Industry ◽  
Product Service ◽  
Brand Attributes ◽  
Loyal Customers

The widespread reverence for customer loyalty among marketers and businesses all across the globe is inspired from its manifestations since it’s the consumption decisions of loyal customers that leave a mammoth mark over the revenues and growth of a firm. A throng of behavioural, attitudinal and cognitive manifestations of customer loyalty are available in the literature some of which are widely acknowledged and accepted whereas others call for further inquiry. These manifestations of loyalty among customers are generally pinned down through their actions (Zeithaml et al., 1996; Jones et al., 2000) or their attitude towards the company or a particular product/ service (Javalgi and Moberg, 1997; Butcher et al., 2001). However, recent literature suggests that another outcome of loyalty is customer preferring a particular service provider to others based upon the conscious evaluation of brand attributes (Gremler and Brown, 1996; Butcher et al., 2001). The paper intends to explore and empirically test various manifestations of customer loyalty in the context of life insurance services thereby, extending the existing knowledge of customer loyalty by outlining the distinctive nature of customer loyalty outcomes and offering useful insights to the marketing practitioners in life insurance industry. The study further groups these manifestations into distinct outcome classes and empirically evaluates them by comparing and contrasting each with the other. It also aims to enrich the literature of customer loyalty by developing and validating a scale for measurement of customer loyalty outcomes with special reference to life insurance services.

Impact of Big Data over Telecom Industry

2018 ◽  
Vol 6 (2) ◽  
Author(s):  
Muhammad Waqar Khan ◽  
Muhammad Asghar Khan ◽  
Muhammad Alam ◽  
Wajahat Ali
Keyword(s):  
Big Data ◽  
Data Science ◽  
Cell Phones ◽  
Smart Phones ◽  
World Population ◽  
Huge Amount ◽  
Scale Down ◽  
Telecom Industry ◽  
Telecom Sector ◽  
Theoretical Computing

<p>During past few years, data is growing exponentially attracting researchers to work a popular term, the Big Data. Big Data is observed in various fields, such as information technology, telecommunication, theoretical computing, mathematics, data mining and data warehousing. Data science is frequently referred with Big Data as it uses methods to scale down the Big Data. Currently<br />more than 3.2 billion of the world population is connected to internet out of which 46% are connected via smart phones. Over 5.5 billion people are using cell phones. As technology is rapidly shifting from ordinary cell phones towards smart phones, therefore proportion of using internet is also growing. There<br />is a forecast that by 2020 around 7 billion people at the globe will be using internet out of which 52% will be using their smart phones to connect. In year 2050 that figure will be touching 95% of world population. Every device connect to internet generates data. As majority of the devices are using smart phones to<br />generate this data by using applications such as Instagram, WhatsApp, Apple, Google, Google+, Twitter, Flickr etc., therefore this huge amount of data is becoming a big threat for telecom sector. This paper is giving a comparison of amount of Big Data generated by telecom industry. Based on the collected data<br />we use forecasting tools to predict the amount of Big Data will be generated in future and also identify threats that telecom industry will be facing from that huge amount of Big Data.</p>

scholarly journals A Narrative Approach to Corporate Relations: The Historical Background on Telenor’s Success

2021 ◽  
pp. 1-36
Author(s):  
SVERRE A. CHRISTENSEN
Keyword(s):  
Business Strategy ◽  
Historical Background ◽  
Narrative Approach ◽  
Societal Values ◽  
Self Interest ◽  
Equipment Supplier ◽  
Supplier Relations ◽  
Telecom Sector ◽  
Public Telephone

This article examines the development of buyer-supplier relations in the telecom sector. The literature on telecoms in Scandinavia has been dominated by the narrative praising the trusting and collaborative relations between Telia, the Swedish public telephone operator (PTO), and Ericsson, the equipment supplier. The Norwegian PTO, Telenor, diverted from this path and was a pioneer in preferring competitive tenders and arm’s length relations with its suppliers starting in the 1970s. The article argues that Telenor’s history and nationality had a significant impact on its business strategy. In addition, the article examines why some business narratives persist while others remain unknown. One finding is that shareholder-friendly narratives have a handicap because they focus on self-interest and money, and not societal values.

The Impact of Customer Loyalty and Restaurant Sanitation Grades on Revisit Intention and the Importance of Narrative Information: The Case of New York Restaurant Sanitation Grading System

2017 ◽  
Vol 59 (3) ◽  
pp. 275-284 ◽  
Author(s):  
Min Gyung Kim ◽  
Hyunjoo Yang ◽  
Anna S. Mattila
Keyword(s):  
New York ◽  
New York City ◽  
Customer Loyalty ◽  
York City ◽  
Letter Grades ◽  
The Difference ◽  
Revisit Intentions ◽  
Using Data ◽  
The Impact ◽  
Loyal Customers

New York City launched a restaurant sanitation letter grade system in 2010. We evaluate the impact of customer loyalty on restaurant revisit intentions after exposure to a sanitation grade alone, and after exposure to a sanitation grade plus narrative information about sanitation violations (e.g., presence of rats). We use a 2 (loyalty: high or low) × 4 (sanitation grade: A, B, C, or pending) between-subjects full factorial design to test the hypotheses using data from 547 participants recruited from Amazon MTurk who reside in the New York City area. Our study yields three findings. First, loyal customers exhibit higher intentions to revisit restaurants than non-loyal customers, regardless of sanitation letter grades. Second, the difference in revisit intentions between loyal and non-loyal customers is higher when sanitation grades are poorer. Finally, loyal customers are less sensitive to narrative information about sanitation violations.

Sign in / Sign up

Export Citation Format

Share Document