Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.3/2611
Título: Determinants of Loyalty Intention in Portuguese Mobile Market
Autor: Tiago, Maria Teresa Borges
Amaral, Francisco Emanuel
Palavras-chave: Customer Loyalty
Mobile Market
Data: 2011
Editora: IGI Global
Citação: Tiago, M. B., & Amaral, F. (2011). Determinants of Loyalty Intention in Portuguese Mobile Market. In M. Cruz-Cunha, & F. Moreira (Eds.) «Handbook of Research on Mobility and Computing: Evolving Technologies and Ubiquitous Impacts» (pp. 327-342). Hershey, PA: Information Science Reference. http://dx.doi.org/10.4018/978-1-60960-042-6.ch021.
Resumo: Our work conceptualizes and highlights the determinants of customers’ loyalty in the Portuguese mobile market. We raise questions about the interrelationships of the cost and values dimensions and the consequences of these relationships on customer satisfaction and trust and consequently loyalty among different operators, addressing some recent models. By organizing and synthesizing the major research streams and tests empirically a conceptual framework through a SEM, with data gather in a survey of Portuguese clients, the present study advances knowledge on the nature of the relative importance of different components of loyalty to mobile communications operators. Some useful preliminary insights were produced related to customers’ retention process in primary mobile operator, which appears strongly related to price/quality, followed by the emotional connection to the operator staff and others clients. Nonetheless, a considerable number of issues were left for future research, including the possibility of extending the investigation to other countries.
Descrição: Copyright © 2011, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
Peer review: yes
URI: http://hdl.handle.net/10400.3/2611
ISBN: 978-1-60960-042-6
Versão do Editor: http://www.igi-global.com/chapter/determinants-loyalty-intention-portuguese-mobile/50596
Aparece nas colecções:DGST - Parte ou Capítulo de um Livro / Part of Book or Chapter of Book

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