scholarly journals Contractual Obligations Between Mobile Service Providers and Users

2009 ◽  
pp. 1929-1936 ◽  
Author(s):  
Robert Willis ◽  
Alexander Serenko ◽  
Ofir Turel
Keyword(s):  
Mobile Computing ◽  
Customer Loyalty ◽  
Mobile Services ◽  
Mobile Commerce ◽  
Customer Relationship ◽  
Mobile Service ◽  
Goods And Services ◽  
Order Construct ◽  
Contractual Obligations ◽  
Strong Body

The purpose of this chapter is to discuss the effect of contractual obligations between users and providers of mobile services on customer loyalty. One of the unique characteristics of mobile commerce that distinguishes it from most other goods and services is the employment of long-term contractual obligations that users have to accept to utilize the service. In terms of over-the-counter products, sold in one-time individual transactions in wellestablished markets, a strong body of knowledge exists that suggests that businesses may enhance loyalty through the improvement of quality and customer satisfaction levels. With respect to mobile commerce, however, this viewpoint may not necessarily hold true given the contractual nature of business-customer relationships. In the case of mobile computing, it is suggested that loyalty consists of two independent yet correlated constructs that are influenced by different factors: repurchase likelihood and price tolerance. Repurchase likelihood is defined as a customer’s positive attitude towards a particular service provider that increases the likelihood of purchasing additional services or repurchasing the same services in the future (e.g., after the contract expires). For example, when people decide to purchase a new mobile phone, they are free to choose any provider they want. In other words, repurchase likelihood is not affected by contractual obligations. In contrast, price tolerance corresponds to a probability of staying with a current provider when it increases or a competitor decreases service charges. In this situation, individuals have to break the existing contractual obligations. Currently, there is empirical evidence to suggest that the discussion above holds true in terms of mobile computing. However, there are few well-documented works that explore this argument in depth. This chapter attempts to fill that void. This chapter will present implications for both scholarship and practice. In terms of academia, it is believed that researchers conducting empirical investigations on customer loyalty with mobile services should be aware of the two independent dimensions of the business-customer relationship and utilize appropriate research instruments to ensure the unidimensionality of each construct. With regards to practice, it is suggested that managers and marketers be aware of the differences between repurchase likelihood and price tolerance, understand their antecedents, and predict the consequences of manipulating each one. It is noted that overall loyalty is not the only multidimensional constuct in mobile commerce. Recently, it was emperically demonstrated that perceived value of short messaging services is a second-order construct that consists of several independent yet correlated dimensions (Turel et al., 2007)

scholarly journals Contractual Obligations between Mobile Service Providers and Users

2008 ◽  
pp. 2029-2036
Author(s):  
Robert Willis ◽  
Alexander Serenko ◽  
Ofir Turel
Keyword(s):  
Service Providers ◽  
Mobile Commerce ◽  
Customer Relationships ◽  
Mobile Service ◽  
Over The Counter ◽  
Goods And Services ◽  
Body Of Knowledge ◽  
Contractual Obligations ◽  
Strong Body

The purpose of this chapter is to discuss the effect of contractual obligations between users and providers of mobile services on customer loyalty. One of the unique characteristics of mobile commerce that distinguishes it from most other goods and services is the employment of long-term contractual obligations that users have to accept to utilize the service. In terms of over-the-counter products, sold in one-time individual transactions in wellestablished markets, a strong body of knowledge exists that suggests that businesses may enhance loyalty through the improvement of quality and customer satisfaction levels. With respect to mobile commerce, however, this viewpoint may not necessarily hold true given the contractual nature of business-customer relationships.

scholarly journals Contractual Obligations between Mobile Service Providers and Users

2007 ◽  
pp. 143-148
Author(s):  
R. Willis ◽  
A. Serenko ◽  
O. Turel
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Mobile Services ◽  
Mobile Service ◽  
Contractual Obligations ◽  
Empirical Investigations

This article will present implications for both scholarship and practice. In terms of academia, it is believed that researchers conducting empirical investigations on customer loyalty with mobile services should be aware of the two independent dimensions of the business-customer relation-ship and utilize appropriate research instruments to ensure the unidimensionality of each construct.

Exploring Mobile Service Business Opportunities from a Customer-Centric Perspective

2011 ◽  
pp. 111-133 ◽  
Author(s):  
Minna Pura
Keyword(s):  
Service Management ◽  
Mobile Services ◽  
European Market ◽  
Customer Relationship ◽  
Mobile Service ◽  
Mobile Business ◽  
Theoretical Contribution ◽  
Business Opportunities ◽  
Customer Perspective ◽  
User Centric

Mobile services have evolved into an important business area and many companies in various industries are offering mobile services. However, formal classifications or user-centric categorizations of mobile services are still scarce. This chapter develops a conceptual classification for mobile services that illustrates the characteristics of mobile services and gives indications on how to describe mobile business opportunities and categorize services from a customer-centric perspective. The classification scheme, grounded in previous research, is based on the type of consumption, context, social setting, and customer relationship with the service provider. The explorative classification is illustrated with two case studies of existing mobile services in the European market. The theoretical contribution to service management research involves how to describe mobile services from a customer perspective. Managerially, the classification helps marketers, service developers and stakeholders to evaluate, differentiate, group and market mobile service offerings more effectively.

Secure Payment in Mobile Business

2009 ◽  
pp. 578-583
Author(s):  
Chitra Subramanian
Keyword(s):  
Mobile Device ◽  
Business Processes ◽  
Mobile Services ◽  
Mobile Commerce ◽  
Mobile Payment ◽  
Mobile Business ◽  
Point Of Sale ◽  
Goods And Services ◽  
Vending Machines ◽  
Payment Services

Mobile commerce offers consumers the convenience and flexibility of mobile services anytime and at any place. Secured and private mobile business processes using a mobile gadget for payments are essential for the success of mobile commerce. Mobile payment is the process of two parties exchanging financial value using a mobile device in return for goods and services. This chapter is an analysis of the secure mobile payment services for real automated point of sale (PoS), which are frequently used in terminals such as vending machines.

Enabling Mobile Service Provision with Sensor Networks

2012 ◽  
pp. 175-192
Author(s):  
Levent Görgü ◽  
Jie Wan ◽  
Gregory M.P. O’Hare ◽  
Michael J. O’Grady
Keyword(s):  
Sensor Networks ◽  
Mobile Computing ◽  
Intelligent Agent ◽  
Mobile Services ◽  
Wireless Sensor ◽  
Mobile Service ◽  
Wireless Multimedia ◽  
Engineering Software ◽  
Pervasive Sensing ◽  
Computing Platforms

Sensor infrastructures have been deployed in a variety of environments. Currently, many are fixed network configurations; however, Wireless Sensor Networks (WSNs) are likely to be predominant in the future as wireless technologies continue to evolve, facilitating greater transfer of data payloads such as wireless multimedia. Such a development offers new opportunities for innovative mobile services. For this to occur, there needs to be a greater convergence between conventional mobile computing platforms and sensor technologies, enabling service interoperability and integration. This is not an insurmountable difficulty. This chapter seeks how this issue can be addressed. It considers the state-of-the-art in pervasive sensing and mobile computing, explores the practical issue of engineering software solutions for mobile services that harness sensor components, and proposes a solution based on the intelligent agent paradigm.

scholarly journals Modeling the rationality of customers’ switching mobile services behavior

2019 ◽  
Vol 11 ◽  
pp. 184797901986541 ◽  
Author(s):  
Sa’Ed M Salhieh
Keyword(s):  
Customer Loyalty ◽  
Service Provider ◽  
Rational Choice Theory ◽  
Choice Theory ◽  
Service Providers ◽  
Mobile Services ◽  
Switching Behavior ◽  
Mobile Service ◽  
Logistics Regression ◽  
True Choice

This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.

Exploring Mobile Service Business Opportunities from a Customer-Centric Perspective

2009 ◽  
pp. 2233-2256
Author(s):  
Minna Pura ◽  
Kristina Heinonen
Keyword(s):  
Service Management ◽  
Mobile Services ◽  
European Market ◽  
Customer Relationship ◽  
Mobile Service ◽  
Mobile Business ◽  
Theoretical Contribution ◽  
Business Opportunities ◽  
Customer Perspective ◽  
User Centric

Mobile services have evolved into an important business area and many companies in various industries are offering mobile services. However, formal classifications or user-centric categorizations of mobile services are still scarce. This chapter develops a conceptual classification for mobile services that illustrates the characteristics of mobile services and gives indications on how to describe mobile business opportunities and categorize services from a customer-centric perspective. The classification scheme, grounded in previous research, is based on the type of consumption, context, social setting, and customer relationship with the service provider. The explorative classification is illustrated with two case studies of existing mobile services in the European market. The theoretical contribution to service management research involves how to describe mobile services from a customer perspective. Managerially, the classification helps marketers, service developers, and stakeholders to evaluate, differentiate, group, and market mobile service offerings more effectively.

scholarly journals The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

2020 ◽  
Vol 24 (2) ◽  
pp. 155-175
Author(s):  
Trevor Alexander Smith
Keyword(s):  
Customer Satisfaction ◽  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Service Providers ◽  
Mobile Services ◽  
Mobile Service ◽  
Content Type

Purpose The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth. Design/methodology/approach The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares). Findings The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands. Practical implications The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers. Originality/value The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.

PENGARUH KARAKTERISTIK WIRAUSAHA TERHADAP KEBERHASILAN USAHA PERABOT RUMAH TANGGA DI KECAMATAN JAMBI TIMUR KOTA JAMBI

2017 ◽  
Vol 1 (1) ◽  
pp. 38-56
Author(s):  
Novita Ekasari ◽  
Nurhasanah Nurhasanah
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Customer Relationship Marketing

Dewasa ini perkembangan jasa dirasakan mengalami peningkatan, hal tersebut di iringi oleh berkembangnya berbagai sektor jasa seperti jasa pembiayaan kendaraan (finance) baik untuk kendaraan roda dua maupun roda empat.. Kebutuhan akan jasa pembiayaan ini semankin dibutuhkan masyarakat, pentingnya konsumsi akan jasa pembiayaan kendaraan tersebut makin dirasakan memiliki potensi yang besar dalam diri individu maupun dalam  kegiatan usaha, dikarenakan  jasa pembiayaan (finance)  saat ini merupakan  suatu  pilihan  yang baik dalam menghadapi berbagai resiko terutama dari sisi proses yang relatif lebih cepat dan mudah dibandingkan perbankan. Dalam penelitian ini perusahaan jasa pembiayaan yang akan diangkat untuk diteliti yaitu PT. BFI Finance Jambi. Penelitian ini bertujuan untuk mengetahui dampak dari Customer Relationship Marketing terhadap Loyalitas Nasabah Pada PT.BFI Finance Jambi. Sumber data dalam penelitian  ini adalah data primer dan data sekunder. Data primer diperoleh melalui observasi, wawancara dan kuisioner yang di susun penulis menegenai customer relationship marketing terhadap customer loyalty. Sedangkan Data sekunder adalah data yang di peroleh dari PT. BFI Finance dan diperoleh pula melalui literatur buku dan internet. Penelitian ini menganalisis pengaruh relationship marketing ((People  (X1), Knowledge and Insight (X2), Process (X3), Technology (X4)) terhadap Customer Loyalty. Penelitian ini dilakukan di PT. BFI Finance Jambi. Jumlah sampel yang diambil dalam penelitian ini berjumlah 100 orang.

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