Is Customer Retention Beneficial for Customers: A Conceptual Background

Alshurideh, Muhammad Turki

doi:10.17722/jorm.v5i3.126

Cited by 33 publications

(22 citation statements)

References 60 publications

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“…Thus, purchase punishment might be an issue that needs to be investigated intensively. For example, [10], [15] and [16] identified how punishments can be used to choose mobile phone service providers and even as a critical tool to block customers from switching to other providers. Another example that provided by [53] who identified how punishments can be used to make families adapt healthy food purchase.…”

Section: Discussionmentioning

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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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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

Alshurideh¹

2016

IJCNS

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“…As brand name and equity are often essential considerations these days, it would be good to explore parental choice for toy products with regard to a set of issues such as brand name, brand choice, parents' experience, marketing ethics, perceived usefulness and perceived enjoyment Alshurideh, 2016c). This study provides important findings for marketers and practitioners to develop new marketing strategies for selling toy products to consumers and for repeat buying (Alshurideh, 2009;Alshurideh, 2014b;Alshurideh, 2016aAlshurideh, , 2016b by the diversification of the selling of objects especially that relate to different consequences obtained.…”

Section: Conclusion Remarksmentioning

confidence: 99%

Investigating the Factors Influencing Parent Toy Purchase Decisions: Reasoning and Consequences

Kurdi¹

2017

IBR

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The purpose of this study is to explore and verify the main determinants of parent toy-choice decision-making by using a theoretical model for toy-selection decisions and exploring toy-purchasing behaviour empirically. After reviewing a large number of previous studies, this study's model was developed and designed. A variety of determinants were identified and then categorized into six main broad categories, namely, purpose-of-using related factors, emotional-related factors, educational-related factors, cost-related factors as well as child and parent demographic-related factors. A quantitative methodology was adopted to test the study's model by drawing on six hypotheses, which were then tested statistically. A self-administrative survey was developed to collect the preliminary data from customers (mainly parents) who had been involved in toy purchasing by applying the convenience sampling method. The study hypotheses were tested and the findings were also discussed in-depth.The study found that parent toy purchase decision id derived by a set of factors which are purposes of using-related factors, emotional-related factors, informational-related factors, cost-related factors, children demographical-related factors and parental demographical-related factors.

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“…Hu et al (2009) indicated to deliver high quality services and created superior customer value, which can result in achieving high satisfaction, thus affecting the firm's corporate image and leading to consumer retention. In the mobile phone market, CR becomes an essential phenomenon since this sector has witnessed substantial growth, change, and competition (Alshurideh, 2016). Galetto (2015) indicated that the goals of 'customer retention' programs are to help companies secure as many customers as possible, often through loyalty and brand loyalty initiatives.…”

Section: Journal Of Management Researchmentioning

confidence: 99%

“…Galetto (2015) indicated that the goals of 'customer retention' programs are to help companies secure as many customers as possible, often through loyalty and brand loyalty initiatives. Alshurideh (2016Alshurideh ( , 2017 studied customer-retention behavior in the contractual and non-contractual mobile purchasing settings is essential, especially when the goal is to establish long-term customer relationships. How to prevent existing high ARPU subscribers from switching to competitors in the mobile industry is a very important issue.…”

Section: Journal Of Management Researchmentioning

confidence: 99%

Exploring the Mediated and Moderated Effects of Operator Service Quality on Customer Retention: Evidence from Taiwan’s Mobile Market

Chen¹

2017

jmr

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The goal of this research is to explore how service quality affects perceived value and customer retention by adding the effects of the Big Five personality traits on the five Taiwan-based mobile service providers. The study analyzes the data by applying structural equation modeling (SEM) from 620valid questionnaires surveyed in the greater Taipei region. The empirical results corroborate that the direct effect of SQ (service quality) is positively related to PV (perceived value), and PV is positively related to CR (customer retention).The PV positively mediates the relationship between the SQ and CR. For the indirect effect of SQ-PV-CR by adding the Big Five personality traits factor we observe a partial moderated effect. The strategic implications for the mediator of perceived value and the moderator of customer personality traits contribute to scholarly advancement of knowledge and the state of managerial practice.

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Is Customer Retention Beneficial for Customers: A Conceptual Background

Abstract: Abstract-

Cited by 33 publications

References 60 publications

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

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

Investigating the Factors Influencing Parent Toy Purchase Decisions: Reasoning and Consequences

Exploring the Mediated and Moderated Effects of Operator Service Quality on Customer Retention: Evidence from Taiwan’s Mobile Market

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