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  1. Antecedents of customer loyalty (CL) in the mobile telecommunication companies in Cameroon
    Autor*in: Tarkang, Marymagdaline E.; Yunji, Ruth N.; Asongu, Simplice; Alola, Uju V.
    Erschienen: [2021]
    Verlag:  African Governance and Development Institute, [Yaoundé]

    The mobile telecommunication (telecom) sector has become the basic source of information now-a-days especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing... mehr

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    Standort:
    ZBW - Leibniz-Informationszentrum Wirtschaft, Standort Kiel
    Signatur:
    DS 524
    Fernleihe:
    keine Fernleihe

     

    The mobile telecommunication (telecom) sector has become the basic source of information now-a-days especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country. This study complements to extant literature by examining the influence of the five service quality dimensions; tangibility, reliability, assurance, responsiveness, and empathy on consumer loyalty or retention in the mobile telecommunication companies in Cameroon.

     
    Export in Literaturverwaltung   RIS-Format
      BibTeX-Format
    Quelle: Verbundkataloge
    Sprache: Englisch
    Medientyp: Buch (Monographie)
    Format: Online
    Weitere Identifier:
    hdl: 10419/244211
    Schriftenreihe: AGDI working paper ; WP/21, 036
    Schlagworte: Tangibility; Reliability; ICT; Empathy; Responsiveness; Assurance; customer loyalty
    Umfang: 1 Online-Ressource (circa 33 Seiten), Illustrationen
  2. Customer Experience im Einzelhandel
    Einsatz digitaler In-Store-Technologien am Fallbeispiel Sephora Virtual Artist
    Autor*in: Goetzeler, Teresa Anna; Jung, Hans H.; Kraft, Patricia
    Erschienen: 2021
    Verlag:  Munich Business School, München

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  3. From silver to platinum
    the effect of frequent flier tier levels on airline demand
    Autor*in: Behrens, Christiaan; Jong, Gerben de; Ommeren, Jos van
    Erschienen: [2021]
    Verlag:  Tinbergen Institute, Amsterdam, The Netherlands

    How do customer loyalty programs create switching costs? We estimate the demand effects of tier levels within a frequent flier program by exploiting discrete tier thresholds. We have two main results. First, members increase demand to reach a higher... mehr

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    Verlag (kostenfrei)
    Verlag (kostenfrei)
    Resolving-System (kostenfrei)

    Standort:
    ZBW - Leibniz-Informationszentrum Wirtschaft, Standort Kiel
    Signatur:
    DS 432
    Fernleihe:
    keine Fernleihe

     

    How do customer loyalty programs create switching costs? We estimate the demand effects of tier levels within a frequent flier program by exploiting discrete tier thresholds. We have two main results. First, members increase demand to reach a higher tier level just before the end of the calendar year when tier levels are determined, but do not manipulate demand in the months before. Second, using a fuzzy regression discontinuity design with running variables from earlier months, we show that upgraded members further increase their demand to enjoy the tier level benefits. Both effects are increasing in tier level. These findings are consistent with economic theories which point out that loyalty programs aim to create convex switching costs.

     
    Export in Literaturverwaltung   RIS-Format
      BibTeX-Format
    Quelle: Verbundkataloge
    Sprache: Englisch
    Medientyp: Buch (Monographie)
    Format: Online
    Weitere Identifier:
    hdl: 10419/248761
    Schriftenreihe: Array ; TI 2021, 077
    Schlagworte: customer loyalty; switching costs; frequent flier program; fuzzy regression discontinuity; manipulated running variables
    Umfang: 1 Online-Ressource (circa 55 Seiten), Illustrationen