Differences in consumer loyalty and willingness to pay for service attributes across digital channels: A study of the Japanese digital content market

Kim, Dong-Hun; Sugai, Philip

doi:10.1016/j.telpol.2008.05.003

Cited by 8 publications

(3 citation statements)

References 50 publications

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“…Research on consumer loyalty and willingness to pay for various digital channels carried out on digital content in Japan shows stronger loyalty to content delivered through mobile phone channels (Kim & Sugai 2008). This is related to a deeper connection to service quality in terms of the strength and the update frequency of the content.…”

Section: Literature Reviewmentioning

confidence: 99%

Digital disruption in print media: challenges of convergence and business models

Mutiara¹,

Priyonggo²

2019

Proceedings of the 16th International Symposium on Management (INSYMA 2019)

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Disruption in information technology has caused newspapers experiencing a significant decline in revenue in terms of the number of customers and advertising. However, the efforts of print media companies in Indonesia to expand their customer base and revenue by expanding into online media platforms have not found the right business model because of a number of constraints on the media industry's business environment in the country. Characteristics of mass media products and consumers that are distinctive compared to other products make the management of media companies have to take a different strategic approach in maintaining the survival of their business in the future. The unpreparedness of human resources who are still strong in their "print" mindset and information technology infrastructure are obstacles. The character of media consumers who still view online information as a product that should not be paid is also an obstacle. Meanwhile, the cost of differentiating information production is high amid the offer of social media platforms that aggregate information in abundance and free of charge.

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Section: Literature Reviewmentioning

confidence: 99%

Digital disruption in print media: challenges of convergence and business models

Mutiara¹,

Priyonggo²

2019

Proceedings of the 16th International Symposium on Management (INSYMA 2019)

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“…Hence, OEMs should be in a position to improve SQ in terms of higher bandwidth for content delivery that would increase SPs sales. According to (Sugai and Kim, 2008) stronger loyalty existed with content delivered via the mobile phone and content provider service quality. This in turn enhances CS EU , CL U and SR EU , thereby ultimately increasing SR M .…”

Section: Hypothesis H 09 : Downstream Sales From Repurchases and Refementioning

confidence: 99%

Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation

Ansari¹,

Farooqui²,

Gattoufi³

2018

IBR

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A research study was initiated to investigate the influence and impact of Emotional Intelligence (EI) on extended Service Profit Chain (SPC) model in a telecom service industry in Oman. The operations management literature frequently exhorts that in addition to quality compliance, customer satisfaction, retention some attention to be devoted to attributes like employees satisfaction and loyalty as well. Accordingly, the SPC integrates EI as a pivotal component and has been in wide use for studying mutual linkages between employees and customers. The present study empirically examines the suitability and usefulness of this model in telecommunications industry, by collecting feedback about various attributes associated with from entities in both upstream and downstream paths viz. Original Equipment Manufacturers (OEM), Service Providers (SP) and Customers. Using a battery of carefully-crafted, inter-linked hypotheses by thorough statistical analysis of the survey data was made to validate the assumptions and the soundness of three-tier architecture of SPC. The proposed research framework demonstrated that Service Quality (SQ) of upstream OEMs increases in proportion to the SQ and employee loyalty of SPs, which in turn generates satisfaction and loyalty among downstream customers. Interestingly, loyalty among downstream customers diffuses or propagates upward, translating into higher sales and performance for upstream OEMs. These findings suggest that EI is a benevolent, binding force and plays an invisible hand, in enhancing internal performance of an organization. By embracing extended SPC model, service industries are bound to gain competitive advantage and unleash firm profitability.

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“…The mixed logit model was then estimated using the hierarchical Bayesian method. Bayesian procedures provide several advantages over classical ones (Kim & Sugai, 2008) in understanding consumer choice. First, they do not require the maximization of any function and, therefore, avoid the problem of failure of convergence of the algorithm.…”

Section: Logit Model Analysismentioning

confidence: 99%

A Non-Economic Model of the Social Value of Network Policy

Shin

2016

Journal of Global Information Management

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To understand market dynamics relating to net neutrality better, in particular from the end-user perspective, this study examines consumer perception of neutrality and the public value under debate within the neutrality discussions. Focusing on the user perspective, it analyzes the policy effectiveness of current net neutrality by analyzing user perception and opinion. A value model is proposed to empirically test the policy effectiveness by incorporating factors representing net neutrality. The factors are drawn from people's perceived concepts of net neutrality. The findings show that while competition and regulation are the two main factors constituting net neutrality, each of them influences the formation of attitude toward policy effectiveness differently. This study contributes to policymakers by increasing an understanding of market dynamics relating to net neutrality, in particular from the end-user perspective.

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Differences in consumer loyalty and willingness to pay for service attributes across digital channels: A study of the Japanese digital content market

Cited by 8 publications

References 50 publications

Digital disruption in print media: challenges of convergence and business models

Digital disruption in print media: challenges of convergence and business models

Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation

A Non-Economic Model of the Social Value of Network Policy

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