A Qualitative Analysis of Customer Repeat Purchase Behaviour in the UK Mobile Phone Market

Alshurideh, Muhammad Turki

doi:10.5296/jmr.v6i1.4659

Cited by 32 publications

(19 citation statements)

References 58 publications

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“…That is because the customer retention process begins with the first repeat purchase and continues until one of the parties terminates the mutual relationship (Thomas, 2001) [81]. This idea is upheld by Dwyer et al (1987) and by Alshurideh (2014) [3] who viewed relationship marketing as being based on repeat purchase behaviour rather than a discrete transaction. Within the same theme, Grönroos (1990, p.5) declared that "If close and long-term relationships can be achieved, the possibility is high that this will lead to continuing exchanges requiring lower marketing cost per customer".…”

Section: Relationship Benefitsmentioning

confidence: 88%

Is Customer Retention Beneficial for Customers: A Conceptual Background

Alshurideh¹

2016

Journal of Research in Marketing

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Section: Relationship Benefitsmentioning

confidence: 88%

Is Customer Retention Beneficial for Customers: A Conceptual Background

Alshurideh¹

2016

Journal of Research in Marketing

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“…It has also been highlighted by many scholars such as Creyer (1997) that marketing ethics is seen as a method to generate customer interest and affect their decisions to buy organizations' products and/or services. Thus, to prolong customer-supplier relationship, there is a need to apply the basic business ethics standards that seem to be efficient in reducing customer risk, reducing both transaction conflict and cost, reducing switching costs and efforts, increasing transactional benefits, increasing customer satisfaction, trust, commitment and loyalty (Bejou et al, 1998, Valenzuela et al, 2010Alshurideh, 2014a;Alshurideh, 2014b;Alshurideh et al, 2015;Alshurideh, 2016a;Alshurideh, 2016b).…”

Section: Resultsmentioning

confidence: 99%

Marketing Ethics and Relationship Marketing - An Empirical Study that Measure the Effect of Ethics Practices Application on Maintaining Relationships with Customers

Alshurideh¹,

Kurdi²,

Vij³

et al. 2016

IBR

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The purpose of this study is to measure the effect of ethics embedded practices on maintaining long-term relationships with customers. Based on an extensive literature review, four elements of marketing ethics, namely, honesty, autonomy, privacy and transparency were identified and examined by utilizing a sample of 360 participants. Adopting a quantitative approach, the study conducted on telecommunication sector subscribers revealed that the elements of marketing ethics affected an organization's ability of maintaining long-term relationships with customers and had a strong influence on feedback, transparency and privacy. The results also showed the crucial role of generating feedback from customers for creating and maintaining long-term relationships. The results will enable marketers to not only analyze the importance of adopting ethical practices in their strategies but also the relative relevance of these practices as perceived by customers.

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“…According to many scholars such as [6] Owing to the difficulty to retain customers, many authors [31]- [36] have studied the effect of switching cost on consumer purchase behaviour, and have confirmed its strong effect on consumer choice. [37] defines switching costs as "one-time costs facing the buyer when switching from one supplier's product to another's" (p. 10).…”

Section: Company Factors and Consumer Choicementioning

confidence: 99%

“…At the end of 2007, the total number of mobile phone subscriptions in the world had reached 2.844 billion [3]; [4] predicted that half the world would use cell phones by 2009, and there would be about two billion smart phone users by 2015 [5]. However, a large number of mobile service providers are currently facing great pressure regarding existing customer loss [6]. It has become clear that mobile phone operators face two main difficulties.…”

Section: Introductionmentioning

confidence: 99%

“…Studying the main mobile phone contract dimensions is essential, due to the fact that the majority of previous studies have been done to investigate just one or few of the mobile contract elements as the following: contract price [11], text messaging [12], mobile phone brand [8], switching costs [13], customer satisfaction [14], customer retention determinants [6] [7] [15] [16], mobile application quality [17], ethical practices effect on maintaining relationship with customers [18], promotion mix effects on choosing a mobile phone supplier [19]. However, this study is targeting the main mobile phone contract elements that mobile phone suppliers can offer to customers.…”

Section: Introductionmentioning

confidence: 99%

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Exploring the Main Factors Affecting Consumer Choice of Mobile Phone Service Provider Contracts

Alshurideh¹

2016

IJCNS

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This study aims to investigate the main factors affecting a consumer's choice of mobile phone service provider contracts, and to determine which of these factors are important in a consumer's decision-making process. As this decision is particularly pertinent within the contractual behavior setting, there is a need to explore the main factors that shape mobile phone subscriber choices when entering into a mobile phone telecommunication service contract. To do so, a set of mobile interrelated contract dimensions and a set of mobile service provider interrelated dimensions were identified and tested. The convenience sampling technique was employed and 400 questionnaires were distributed to mobile phone subscribers in Jordan with a response rate of 78.5%. By using the regression analysis, result analysis revealed that the main factor affecting consumer choices was "contract features", with a relative importance of 41%. After a set of mobile phone contract hypotheses were identified and tested, it was found that contract price, with about 15% relative importance, was the main contract feature that affected consumer choices, followed by the size of data that were related to the number of minutes and/or number of messages offered within the mobile service contract package. In addition, "company factors", with about 18% relative importance, were found to affect consumer choice of service provider contracts. The principal issue affecting consumer choice decisions was "switching cost", which was the highest relative importance element of company interrelated factors and found to influence mobile subscriber contracts choice significantly. However, other company factors like signal strength and sales outlet availability had no significant impact on consumer choices and ranked less for consumer-choice priority. More attention is needed from scholars to study the effect of other possible mobile phone contract dimensions from customers' perspective.

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A Qualitative Analysis of Customer Repeat Purchase Behaviour in the UK Mobile Phone Market

Cited by 32 publications

References 58 publications

Is Customer Retention Beneficial for Customers: A Conceptual Background

Is Customer Retention Beneficial for Customers: A Conceptual Background

Marketing Ethics and Relationship Marketing - An Empirical Study that Measure the Effect of Ethics Practices Application on Maintaining Relationships with Customers

Exploring the Main Factors Affecting Consumer Choice of Mobile Phone Service Provider Contracts

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