Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study

Qi, Jiayin; Zhou, Yong‐Pin; Chen, Wenjing; Qu, Qi-Xing

doi:10.1007/s10799-012-0132-y

Cited by 50 publications

(45 citation statements)

References 88 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…A higher level of consumer satisfaction can increase customer loyalty (Fint et al, 2011;Qi et al, 2012), reduce price elasticity (Fornell et al, 2006), lower transaction costs (Yang and Peterson, 2004), improve the capacity of attracting new customers (Uncles et al, 2013), help developing a strong reputation in the marketplace (Walsh et al, 2009;Rust et al, 1995) and have a direct impact on the customer retention (Rust et al, 1995). Thus, customer satisfaction is considered as an essential indicator of a company's overall performance.…”

Section: Introductionmentioning

confidence: 99%

“…Customer satisfaction is often defined in the marketing literature as a customer's overall evaluation of his or her purchase and consumption experience of a good or service (Hui et al, 2007;Flint et al, 2011;Qi et al, 2012); it is critically important because it reflects subjective customer evaluations, an emotional response associated with the consumption experience Grewal et al, 2009;Falk et al, 2010). Similarly, Oliver (1989) established that emotions deriving from evaluations will determine the individual's overall response in the consumption process.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples

Corte¹

2015

JIM

View full text Add to dashboard Cite

This paper investigates the main elements that can influence customer satisfaction in tourist services, with specific reference to tourism industry. The importance of this topic resides in the fact that tourists' positive experiences of service, products, and other resources provided by tourism destinations can produce customer retention as well as positive word-of-mouth. Indeed, satisfaction with travel experiences contributes to destination loyalty. The degree of tourists' loyalty to a destination is reflected in their intentions to revisit the destination and in their recommendations to others. Thus, information about tourists' loyalty is important to destination marketers and managers in order to sustain destination attractiveness. Although predominant literature has adopted a demand-side perspective, this paper analyses tourist satisfaction according to an overlapping perspective that contemplates both the demand and the offer side where this latter, in the wider meaning, also includes the systemic perspective. More precisely, this paper aims to identify the principle competitive strategies that the variety of stakeholders, cooperating together in a destination, has to implement in order to increase tourist satisfaction and loyalty. Indeed, the point of view of this paper is to understand how destination attributes and services affect the tourist satisfaction. In order to study the link between destination attributes and tourist satisfaction, the paper collects cross-sectional data via questionnaire, from May 2012 to May 2013. The adopted approach allows to individuate the factors that can influence tourist satisfaction, their (positive or negative) direction and their magnitude. This paper uses 14 tourist satisfaction indicators in order to measure the global satisfaction. Furthermore, this study allows to identify the current strengths and weaknesses of the tourist offer. In particular, the study paid attention to the phase of service delivery since it is the time when customer satisfaction is generated. From this study, it comes out that tourist satisfaction depends on a complex process where the role of each actor is fundamental and it must be in tune with all the other ones. Findings show that tourists visiting Naples are not completely satisfied, supporting that Naples has not a clear destination image.

show abstract

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples

Corte¹

2015

JIM

View full text Add to dashboard Cite

show abstract

“…In order to improve customer loyalty, organizations must strive to increase customer satisfaction by elevating service quality and enhancing service value. Service quality involves relationship quality while service value encompasses relationship value [4]. Elements that constitute customer satisfaction include subjective perception of customers, emotional acceptance of products/services, service intention and overall service design.…”

Section: Introductionmentioning

confidence: 99%

An Empirical Study of the Impact of Service Quality for Taiwanese Firms to Enter the Chinese Market

Wei¹,

Lii²

2013

View full text Add to dashboard Cite

The paper deals with the power quality analysis of interlaced four quadrants (4Q) converters with constant switching frequency. These are in fact the input stages of the locomotives and high speed trains supplied by 25 kV, 50 Hz and 15 kV, 16.7 Hz lines. Due to the high power needed for the train circulation, the 4Q converters can absorb distorted currents, whose harmonic content can affect the signaling systems and communication devices. The presence of more converters gives the opportunity, using dedicated commutation strategy, to interlace them in order to reduce the harmonic content in absorbed current. In the paper a suitable model of more 4Q converters is developed. The control logic implemented in the model allows the evaluation of the harmonic contribution of both single converter and the interlaced configuration. The analysis is carried out through electromagnetic transient simulations.

show abstract

“…In the paper entitled ''Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services'', this topic is studied by a joint research team from the University of Washington, USA, and BUPT of China. This research has important implications for firms about how to enhance CLV in mobile data services [20].…”

mentioning

confidence: 96%

Introduction: advances in E-business engineering

Basl

2012

Inf Technol Manag

View full text Add to dashboard Cite

Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study

Cited by 50 publications

References 88 publications

Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples

Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples

An Empirical Study of the Impact of Service Quality for Taiwanese Firms to Enter the Chinese Market

Introduction: advances in E-business engineering

Contact Info

Product

Resources

About