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An empirical study of Customer Loyalty of the telecommunication industry in China

Published: 15 August 2005 Publication History

Abstract

Starting with the connotation of the Customer Loyalty, this article sums up the three significant characteristics, and considers that as a basis for setting up the model of the Customer Loyalty driving factors of Chinese telecommunication industry. It adopts the method of the empirical study to discuss the factors, which influence the Customer Loyalty of telecommunication industry to investigate the formation mechanism, development and control of Customer Loyalty by applying the data mining. Moreover, it brings up the strategy suggestions on our national telecommunication corporation's Customer Loyalty management.

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Lipstein, B. (1959). "The Dynamics of Brand Loyalty and Brand Switching". New York: Advertising Research Foundation. & Kuehn, A. A. (1962). "Consumer Brand Choice as a Learning Process". Advertising Research, 2, 10--17
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Gremler, D. D. and Brown. S. W. "Service loyalty". A global Perspective, International Service Quality Association, 1996, 171--180
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Dick Alan S. and Kunal Basu. "Toward an Integrated Conceptual Framework". Journal of the Academy of Marketing Science, 1994, 22(2):99--114
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Barnes James G. Closeness, "Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customer". Psychology and Marketing, 1997, 14(8):764--790
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Oliver Richard L. "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions". Journal of Marketing Research, 1980, 17(4):462
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Liljander Veronica, and Tore Strandvik. "Emotions in Service Satisfaction". International Journal of Service Industry Management, 1997, 8(2):148--169

Cited By

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  • (2022)Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online ConsumersTIJAB (The International Journal of Applied Business)10.20473/tijab.v6.I1.2022.327066:1(17-34)Online publication date: 25-Apr-2022
  • (2019)Brands LoyaltyBrand Culture and Identity10.4018/978-1-5225-7116-2.ch078(1446-1465)Online publication date: 2019
  • (2017)Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)Global Business Review10.1177/097215091769240518:4(1041-1058)Online publication date: 9-May-2017
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Published In

cover image ACM Other conferences
ICEC '05: Proceedings of the 7th international conference on Electronic commerce
August 2005
957 pages
ISBN:1595931120
DOI:10.1145/1089551
  • Conference Chairs:
  • Qi Li,
  • Ting-Peng Liang
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 15 August 2005

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Author Tags

  1. expected repurchase
  2. long-term purchase
  3. recommendation
  4. service
  5. staff loyalty
  6. switching cost
  7. trust

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Overall Acceptance Rate 150 of 244 submissions, 61%

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Cited By

View all
  • (2022)Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online ConsumersTIJAB (The International Journal of Applied Business)10.20473/tijab.v6.I1.2022.327066:1(17-34)Online publication date: 25-Apr-2022
  • (2019)Brands LoyaltyBrand Culture and Identity10.4018/978-1-5225-7116-2.ch078(1446-1465)Online publication date: 2019
  • (2017)Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)Global Business Review10.1177/097215091769240518:4(1041-1058)Online publication date: 9-May-2017
  • (2016)Brands LoyaltyInternational Journal of Customer Relationship Marketing and Management10.4018/IJCRMM.20161001037:4(40-57)Online publication date: 1-Oct-2016
  • (2015)The impact of users' characteristics on customer lifetime value raisingInformation Technology and Management10.1007/s10799-014-0200-616:4(273-290)Online publication date: 1-Dec-2015
  • (2014)How does customer self-construal moderate CRM value creation chain?Electronic Commerce Research and Applications10.1016/j.elerap.2014.06.00313:5(295-304)Online publication date: 1-Sep-2014
  • (2011)An empirical analysis of customer loyalty in Pakistan's telecommunication industryJournal of Database Marketing & Customer Strategy Management10.1057/dbm.2011.218:1(5-15)Online publication date: 20-Apr-2011

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