Developing and testing a model explaining customer conative loyalty formation in the mobile telecommunications services

dc.contributor.author	Γιοβάνης, Απόστολος Ν.	el
dc.contributor.author	Μπινιώρης, Σπυρίδων	el
dc.contributor.author	Πολυχρονόπουλος, Γεώργιος Ι.	el
dc.date.accessioned	2015-01-30T01:14:44Z
dc.date.available	2015-01-30T01:14:44Z
dc.date.issued	2015-01-30
dc.identifier.uri	http://hdl.handle.net/11400/5092
dc.rights	Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ηνωμένες Πολιτείες	*
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/3.0/us/	*
dc.subject	Customer satisfaction
dc.subject	Corporate image
dc.subject	Ικανοποίηση των πελατών
dc.subject	Εταιρική εικόνα
dc.subject	Ποιότητα προϊόντων και υπηρεσιών
dc.subject	Υπηρεσίες κινητών συσκευών
dc.subject	Product and service quality
dc.subject	Mobile services
dc.title	Developing and testing a model explaining customer conative loyalty formation in the mobile telecommunications services	en
heal.type	conferenceItem
heal.generalDescription	ISSN Σειράς Πρακτικών: 1791 – 8499	el
heal.generalDescription	Proceedings Series: 1791 - 8499	en
heal.classification	Marketing
heal.classification	Consumer behavior
heal.classification	Μάρκετινγκ
heal.classification	Καταναλωτική συμπεριφορά
heal.classificationURI	http://id.loc.gov/authorities/subjects/sh85081333
heal.classificationURI	http://lod.nal.usda.gov/28652
heal.classificationURI	N/A-Μάρκετινγκ
heal.classificationURI	N/A-Καταναλωτική συμπεριφορά
heal.keywordURI	http://zbw.eu/stw/descriptor/24785-4
heal.keywordURI	http://id.loc.gov/authorities/subjects/sh85032900
heal.contributorName	Φράγκος, Χρήστος Κ. (1949-) (επιμ.)	el
heal.language	en
heal.access	campus
heal.recordProvider	Τεχνολογικό Εκπαιδευτικό Ίδρυμα Αθήνας. Σχολή Διοίκησης και Οικονομίας. Τμήμα Διοίκησης Επιχειρήσεων. Κατεύθυνση Διοίκησης Επιχειρήσεων.	el
heal.publicationDate	2009-05
heal.bibliographicCitation	Giovanis, A.N., Binioris, S. & Polychronopoulos, G. I. (2009) Developing and testing a model explaining customer conative loyalty formation in the mobile telecommunications services. In "Proceedings of the 2nd International Conference: Quantitative and Qualitative Methodologies in the Economic and Administrative Sciences". Athens, 25th to 27th May 2009. Athens: TEI of Athens. pp. 164-172.	en
heal.abstract	Customer retention and loyalty are concepts gaining more and more attention in today’s business when loyal customers are considered as essential components to organizational survival and success. Therefore, organizations strive to identify and apply effective methods to retain their customers. Based on the relevant bibliography and practitioners’ perception, customer loyalty is the main driver of company’s retention rate improvement, resulting in profitability and market share improvements, since in nowadays the cost to acquire new customers is bigger than the cost to retain at least the most valuable customers. This study attempts to consider the relationship between customers’ perception on product and service quality provided by mobile telecommunication operators and customer perception of service value and customer satisfaction and further explain customer behavioral intentions, identified as conative loyalty, based on the above mentioned constructs plus two additional constructs representing main customers ’ switching barriers. Partial least square was used to examine the pattern of inter-correlations among the seven proposed constructs and to test related propositions empirically. The research subjects were customers of the three Greek mobile telecommunication services providers. The survey was conducted to a random sample of985 post-paid and pre-paid residential mobile telecommunication services users, who were asked to respond to an appropriately prepared questionnaire. The results showed that both product and service quality level of service providers affect service’s perceived value but only product quality affects customer satisfaction formation. Then product quality, service value perception, customer satisfaction, perceived switching cost and attraction of alternatives determines customers’ conative loyalty. Moreover, switching barriers constructs acts as mediators between customer satisfaction and service value perception and customers’ behavioral intention adjusting their conative loyalty. Finally, theoretical contributions and practical implications of the findings are discussed and suggestions for future research are presented.	en
heal.publisher	Τεχνολογικό Εκπαιδευτικό Ίδρυμα Αθήνας	el
heal.publisher	TEI of Athens	en
heal.fullTextAvailability	true
heal.conferenceName	2nd International Conference: Quantitative and Qualitative Methodologies in the Economics and Administrative Sciences	en
heal.conferenceItemType	full paper