Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators
作者：
Highlights：
• The results show low switching costs in the mobile services sector.
• Mobile providers should focus their efforts toward attracting new customers.
• Mobile providers should not focus on retaining existing customers.
• Service value and corporate image are the key variables for customer satisfaction.
• There is a lack of switching costs for traditional mobile services.
摘要
•The results show low switching costs in the mobile services sector.•Mobile providers should focus their efforts toward attracting new customers.•Mobile providers should not focus on retaining existing customers.•Service value and corporate image are the key variables for customer satisfaction.•There is a lack of switching costs for traditional mobile services.
论文关键词：Mobile services,Customer satisfaction,Switching behavior,Loyalty
论文评审过程：Available online 6 April 2015.
论文官网地址：https://doi.org/10.1016/j.chb.2015.03.057
