Customers' Continuance Intention Regarding Mobile Service Providers

2016 ◽  
Vol 24 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Anis Khedhaouria ◽  
Roy Thurik ◽  
Calin Gurau ◽  
Eric van Heck
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Status Quo ◽  
Status Quo Bias ◽  
Mobile Service ◽  
Continuance Intention ◽  
Phone Service ◽  
Using Data ◽  
Moderating Role

Using a status quo bias perspective, this paper examines the relation between customers' inertia and continuance intention, identifying the moderating role of contractual subscription on this relationship. The authors' model is validated using data collected from 457 mobile phone service customers and partial least squares. Results show that customers continue with mobile service providers due to their inertia resulting from habit and switching costs. The effect of customers' inertia on their continuance intention is stronger when they have a contractual subscription with the mobile service provider. The authors' results show the importance of including inertia when studying customers' continuance intention and taking into account the specific moderating effect of contractual subscription.

scholarly journals The moderating influence of involvement with ICTs in mobile services

2019 ◽  
Vol 23 (1) ◽  
pp. 25-43 ◽  
Author(s):  
Cristina Calvo-Porral ◽  
Manuel Nieto-Mengotti
Keyword(s):  
Consumer Behavior ◽  
Service Providers ◽  
Mobile Services ◽  
Corporate Image ◽  
Consumer Involvement ◽  
Equation Modeling ◽  
Mobile Service ◽  
Content Type ◽  
Moderating Role

Purpose The growing availability of wireless internet services and the great popularization of smartphones and other mobile devices means a greater challenge for mobile service companies that need to identify the factors influencing the use behavior of mobile services. So considering that the level of consumer involvement can lead to differences in service outcome evaluations, this study aims to examine whether consumer involvement with information and communication technologies (ICTs) has a moderating influence on consumer behavior in mobile services Design/methodology/approach The authors propose an integrative model of the usage of mobile services to examine the moderating role of involvement with ICTs. Drawing on a sample of 493 users, two levels of involvement with ICTs were examined; and data were analyzed through multiple-group structural equation modeling. Findings Findings show that the level of consumer involvement with ICTs influences the behavior in the mobile services. Further, the findings support that mobile services’ perceived quality, followed by the service perceived value are the factors with a stronger influence in satisfaction with mobile services, regardless the level of consumer involvement with ICTs. However, the mobile company corporate image has a lower influence. In addition, the results support the partial moderating role of involvement with ICTs in the loyalty toward mobile service providers, suggesting that consumers lowly involved with ICTs experience a greater impact of the service quality on their loyalty. Originality/value The main contribution of this study is the examination of the influence of involvement with technologies in consumer behavior in the mobile services

How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

2014 ◽  
Vol 28 (2) ◽  
pp. 147-158 ◽  
Author(s):  
Susanne Curth ◽  
Sebastian Uhrich ◽  
Martin Benkenstein
Keyword(s):  
Service Provider ◽  
Affective Commitment ◽  
Service Providers ◽  
Service Organization ◽  
Citizenship Behavior ◽  
Content Type ◽  
Calculative Commitment ◽  
Customer Citizenship Behavior ◽  
Moderating Role

Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.

scholarly journals Dynamic Plan Control: An Effective Tool to Manage Demand Considering Mobile Internet Network Congestion

2020 ◽  
Vol 11 (1) ◽  
pp. 91
Author(s):  
Xiaoyu Ma ◽  
Jihong Zhang ◽  
Yuan Cao ◽  
Zhou He ◽  
Jonas Nebel
Keyword(s):  
Programming Problem ◽  
Service Provider ◽  
Service Providers ◽  
Control Method ◽  
Network Capacity ◽  
Mobile Internet ◽  
Mixed Integer ◽  
Mobile Service ◽  
Data Traffic ◽  
Potential Customers

Rapidly increasing mobile data traffic have placed a significant burden on mobile Internet networks. Due to limited network capacity, a mobile network is congested when it handles too much data traffic simultaneously. In turn, some customers leave the network, which induces a revenue loss for the mobile service provider. To manage demand and maximize revenue, we propose a dynamic plan control method for the mobile service providers under connection-speed-restriction pricing. This method allows the mobile service provider to dynamically set the data plans’ availability for potential customers’ new subscriptions. With dynamic plan control, the service provider can adjust data network utilization and achieve high customer satisfaction and a low churn rate, which reflect high service supply chain performance. To find the optimal control policy, we transform the high-dimensional dynamic programming problem into an equivalent mixed integer linear programming problem. We find that dynamic plan control is an effective tool for managing demand and increasing revenue in the long term. Numerical evaluation with a large European mobile service provider further supports our conclusion. Furthermore, when network capacity or potential customers’ willingness to join the network changes, the dynamic plan control method generates robust revenue for the service provider.

Team Knowledge Diversity and Team Creativity: The Moderating Role of Status Inequality

2018 ◽  
Vol 46 (10) ◽  
pp. 1611-1622 ◽  
Author(s):  
Won-Woo Park ◽  
Joon Yeol Lew ◽  
Eun Kyung Lee
Keyword(s):  
Team Creativity ◽  
Team Members ◽  
Task Knowledge ◽  
Knowledge Diversity ◽  
Status Inequality ◽  
Using Data ◽  
Organizational Tenure ◽  
The Relationship ◽  
Moderating Role

We examined the relationship between team task knowledge diversity and team creativity, and the moderating role of team status inequality, with a focus on organizational tenure and rank inequality. By adopting an input–process–output framework, we hypothesized that teams would achieve high levels of creativity when they have a large pool of task-relevant expertise that is differentiated and specialized among team members, but the relationship would be weakened when team members have different statuses. We tested our hypotheses using data from 325 teams of employees at 10 companies in South Korea. Results showed that task knowledge diversity was positively associated with team creativity and a team's status inequality in terms of organizational tenure moderated the relationship in a negative way. Our findings contribute to the literature on team creativity by providing new insights regarding how status inequality, which is almost ubiquitous in workplaces, plays a role in a dynamic team process for creativity.

scholarly journals Servitization strategies from customers’ perspective: the moderating role of co-creation

2019 ◽  
Vol 34 (3) ◽  
pp. 628-642 ◽  
Author(s):  
José L. Ruiz-Alba ◽  
Anabela Soares ◽  
Miguel A. Rodríguez-Molina ◽  
Dolores M. Frías-Jamilena
Keyword(s):  
Structural Equation ◽  
Business Models ◽  
Service Providers ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Content Type ◽  
The Impact ◽  
Moderating Role ◽  
Different Levels

Purpose This paper aims to investigate the moderating role of co-creation in the implementation of servitization strategies in the pharmaceutical industry in a business-to-business (B-to-B) context. More specifically, this investigation explores the impact of different levels of services (base, intermediate and advanced) on servitization and on performance by using co-creation as a moderating factor. Design/methodology/approach A research framework was developed and empirically tested in the pharmaceutical sector. Data collection was conducted through the online distribution of questionnaires. The final sample included 219 pharmacy stores, and the data were analysed using structural equation modelling. Findings Main findings suggest that when the level of co-creation of the design of services is high, there are significant effects of servitization on firm performance. The moderating effect of co-creation is illustrated in regard to intermediate and advanced services, but results referring to the impact of intermediate services on servitization appear non-significant with a low degree of co-creation. No significant effects could be found for the impact of base services on performance and servitization for both high and low degrees of co-creation. Findings show an impact of advanced services on performance through the mediating effect of servitization when the degree of co-creation is high. Originality/value Most research concerning servitization has been done from the perspective of manufacturers and service providers. This study adds value to the literature because it was designed from a customer’s perspective. Moreover, it contributes towards the conceptualization of the servitization research strategy and business models in a B2B context. This is accomplished through the investigation of the moderating effect of co-creation on the impact of the different levels of services on servitization and on performance.

The Role of Value Facilitation Regarding Cloud Service Provider Profitability in the Cloud Ecosystem

2018 ◽  
pp. 121-142 ◽  
Author(s):  
Alexander Herzfeldt ◽  
Sebastian Floerecke ◽  
Christoph Ertl ◽  
Helmut Krcmar
Keyword(s):  
Service Provider ◽  
Positive Relationship ◽  
Service Providers ◽  
Cloud Service ◽  
Growth Strategies ◽  
Cloud Service Provider ◽  
Cloud Technologies ◽  
The Relationship ◽  
Explorative Interviews

With the increasing maturity of cloud technologies and the growing demand from customers, the cloud computing ecosystem has been expanding continuously with both incumbents and new entrants, whereby it has become more distributed and less transparent. For cloud service providers previously focusing on growth strategies, it is now necessary to shift the attention to providing service efficiently, as well as profitably. Based on 14 explorative interviews with cloud service experts, the relationship between cloud service provider profitability and value facilitation, which stands for the capability to build up resources in advance of future customer engagements, is investigated. The results indicate a positive relationship between cloud service profitability and value facilitation and deliver valuable insights for both researchers and practitioners. In particular, guidelines on how to design profitable cloud service offerings are discussed.

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