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- Publisher Website: 10.1007/s10799-012-0132-y
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Article: Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: A comparative cross-country study
Title | Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: A comparative cross-country study |
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Authors | |
Keywords | Cross-cultural Customer lifetime value (CLV) Customer loyalty Customer satisfaction E-business Mobile data services |
Issue Date | 2012 |
Publisher | Springer New York LLC. The Journal's web site is located at http://springerlink.metapress.com/openurl.asp?genre=journal&issn=1385-951X |
Citation | Information Technology And Management, 2012, v. 13 n. 4, p. 281-296 How to Cite? |
Abstract | Many research papers have been published on the effect of customer satisfaction and customer loyalty on customer profitability which is related to customer lifetime value (CLV). However, there is limited research on the impact of cross-cultural factors on the effect of customer satisfaction and customer loyalty on CLV. This study aims to fill this gap. Focusing on the usage of mobile data services, 846 samples from China and 689 from the US are obtained. Data analysis suggests that customer loyalty is a driver of CLV, while customer satisfaction is not. This research has important implications for firms about how to enhance CLV in mobile data services. © 2012 Springer Science+Business Media, LLC. |
Persistent Identifier | http://hdl.handle.net/10722/157739 |
ISSN | 2023 Impact Factor: 2.3 2023 SCImago Journal Rankings: 0.445 |
ISI Accession Number ID | |
References |
DC Field | Value | Language |
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dc.contributor.author | Qi, JY | en_HK |
dc.contributor.author | Zhou, YP | en_HK |
dc.contributor.author | Chen, WJ | en_HK |
dc.contributor.author | Qu, QX | en_HK |
dc.date.accessioned | 2012-08-08T08:55:16Z | - |
dc.date.available | 2012-08-08T08:55:16Z | - |
dc.date.issued | 2012 | en_HK |
dc.identifier.citation | Information Technology And Management, 2012, v. 13 n. 4, p. 281-296 | en_HK |
dc.identifier.issn | 1385-951X | en_HK |
dc.identifier.uri | http://hdl.handle.net/10722/157739 | - |
dc.description.abstract | Many research papers have been published on the effect of customer satisfaction and customer loyalty on customer profitability which is related to customer lifetime value (CLV). However, there is limited research on the impact of cross-cultural factors on the effect of customer satisfaction and customer loyalty on CLV. This study aims to fill this gap. Focusing on the usage of mobile data services, 846 samples from China and 689 from the US are obtained. Data analysis suggests that customer loyalty is a driver of CLV, while customer satisfaction is not. This research has important implications for firms about how to enhance CLV in mobile data services. © 2012 Springer Science+Business Media, LLC. | en_HK |
dc.language | eng | en_US |
dc.publisher | Springer New York LLC. The Journal's web site is located at http://springerlink.metapress.com/openurl.asp?genre=journal&issn=1385-951X | en_HK |
dc.relation.ispartof | Information Technology and Management | en_HK |
dc.subject | Cross-cultural | en_HK |
dc.subject | Customer lifetime value (CLV) | en_HK |
dc.subject | Customer loyalty | en_HK |
dc.subject | Customer satisfaction | en_HK |
dc.subject | E-business | en_HK |
dc.subject | Mobile data services | en_HK |
dc.title | Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: A comparative cross-country study | en_HK |
dc.type | Article | en_HK |
dc.identifier.email | Zhou, YP: yongpin@hku.hk | en_HK |
dc.identifier.authority | Zhou, YP=rp01614 | en_HK |
dc.description.nature | link_to_subscribed_fulltext | en_US |
dc.identifier.doi | 10.1007/s10799-012-0132-y | en_HK |
dc.identifier.scopus | eid_2-s2.0-84868642787 | en_HK |
dc.relation.references | http://www.scopus.com/mlt/select.url?eid=2-s2.0-84868642787&selection=ref&src=s&origin=recordpage | en_HK |
dc.identifier.volume | 13 | en_HK |
dc.identifier.issue | 4 | en_HK |
dc.identifier.spage | 281 | en_HK |
dc.identifier.epage | 296 | en_HK |
dc.identifier.isi | WOS:000310747500008 | - |
dc.publisher.place | United States | en_HK |
dc.identifier.scopusauthorid | Qi, JY=13408299900 | en_HK |
dc.identifier.scopusauthorid | Zhou, YP=9037956000 | en_HK |
dc.identifier.scopusauthorid | Chen, WJ=55303857500 | en_HK |
dc.identifier.scopusauthorid | Qu, QX=35810928400 | en_HK |
dc.identifier.citeulike | 10887219 | - |
dc.identifier.issnl | 1385-951X | - |