메뉴 건너뛰기




Volumn 6, Issue 6, 2008, Pages 714-728

Gender and loyalty in the context of mobile services

Author keywords

Gender differences; Loyalty; Mobile communications; Mobile service perception; Satisfaction

Indexed keywords

ECONOMIC VALUES; GENDER DIFFERENCES; LOYALTY; MOBILE COMMUNICATIONS; MOBILE SERVICE PERCEPTION; MOBILE SERVICES; PERCEIVED VALUE; PROMOTION STRATEGIES; RESEARCH MODELS; SATISFACTION; SERVICE QUALITY;

EID: 49249103650     PISSN: 1470949X     EISSN: None     Source Type: Journal    
DOI: 10.1504/IJMC.2008.019821     Document Type: Article
Times cited : (20)

References (51)
  • 1
    • 20444405530 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson, E.W. and Sullivan, M.W. (1993) 'The antecedents and consequences of customer satisfaction for firms', Marketing Science, Vol. 12, pp.125-143.
    • (1993) Marketing Science , vol.12 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.W.2
  • 2
    • 0037277182 scopus 로고    scopus 로고
    • E-satisfaction and e-loyalty: A contingency framework
    • Anderson, R.E. and Srinivasan, S.S. (2003) 'E-satisfaction and e-loyalty: a contingency framework', Psychology and Marketing, Vol. 20, pp.123-138.
    • (2003) Psychology and Marketing , vol.20 , pp. 123-138
    • Anderson, R.E.1    Srinivasan, S.S.2
  • 4
    • 33746166235 scopus 로고    scopus 로고
    • ARC Group , Available at:, retrieved on
    • ARC Group (2004) Mobile Services Revenues to Reach $126bn by 2008. Available at: http://www.arcgroup.com/NASApp/cs/, retrieved on 2/1/2005.
    • (2004) Mobile Services Revenues to Reach $126bn by 2008 , pp. 2-1
  • 5
    • 3042559741 scopus 로고    scopus 로고
    • Perceived appropriateness and its effect on quality, affect and behavior
    • Babin, B., Chebat, J. and Michon, R. (2004) 'Perceived appropriateness and its effect on quality, affect and behavior', Journal of Retailing and Consumer Services, Vol. 11, pp.287-298.
    • (2004) Journal of Retailing and Consumer Services , vol.11 , pp. 287-298
    • Babin, B.1    Chebat, J.2    Michon, R.3
  • 6
    • 84936824432 scopus 로고
    • The self regulation of attitudes, intentions, and behavior
    • Bagozzi, R.P. (1992) 'The self regulation of attitudes, intentions, and behavior', Social Psychology Quarterly, Vol. 55, pp.178-204.
    • (1992) Social Psychology Quarterly , vol.55 , pp. 178-204
    • Bagozzi, R.P.1
  • 7
    • 1042269703 scopus 로고    scopus 로고
    • Patterns in global fixed and mobile telecommunications development: A cluster analysis
    • Banerjee, A. and Ros, A.J. (2004) 'Patterns in global fixed and mobile telecommunications development: a cluster analysis', Telecommunications Policy, Vol. 28, pp.107-132.
    • (2004) Telecommunications Policy , vol.28 , pp. 107-132
    • Banerjee, A.1    Ros, A.J.2
  • 8
    • 15844380620 scopus 로고    scopus 로고
    • Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs
    • Bell, S.J., Auh, S. and Smalley, K. (2005) 'Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs', Journal of the Academy of Marketing Science, Vol. 33, pp.169-183.
    • (2005) Journal of the Academy of Marketing Science , vol.33 , pp. 169-183
    • Bell, S.J.1    Auh, S.2    Smalley, K.3
  • 9
    • 2642572678 scopus 로고    scopus 로고
    • Testing for multi-group invariance using AMOS graphics: A road less traveled
    • Byrne, B. (2004) 'Testing for multi-group invariance using AMOS graphics: a road less traveled', Structural Equation Modeling, Vol. 11, pp.272-300.
    • (2004) Structural Equation Modeling , vol.11 , pp. 272-300
    • Byrne, B.1
  • 10
    • 49249116154 scopus 로고    scopus 로고
    • Consumer Report (2005) There are Differences Among the Major Carriers. Available at: http://www.wsj.consumerreports.org/wsjreport59c. html, retrieved on 2/17/2005.
    • Consumer Report (2005) There are Differences Among the Major Carriers. Available at: http://www.wsj.consumerreports.org/wsjreport59c. html, retrieved on 2/17/2005.
  • 11
    • 0034339676 scopus 로고    scopus 로고
    • A meta-analysis of response rates in web- or internet-based surveys
    • Cook, C., Heath, F. and Thompson, R.L. (2000) 'A meta-analysis of response rates in web- or internet-based surveys', Educational and Psychological Measurement, Vol. 60, pp.821-836.
    • (2000) Educational and Psychological Measurement , vol.60 , pp. 821-836
    • Cook, C.1    Heath, F.2    Thompson, R.L.3
  • 12
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J.J. and Taylor, S.A. (1992) 'Measuring service quality: a reexamination and extension', Journal of Marketing, Vol. 56, pp.55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 13
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin, J.J., Brady, M.K. and Huit, T.M. (2000) 'Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments', Journal of Retailing, Vol. 76, pp. 193-219.
    • (2000) Journal of Retailing , vol.76 , pp. 193-219
    • Cronin, J.J.1    Brady, M.K.2    Huit, T.M.3
  • 14
    • 84936823933 scopus 로고
    • User acceptance of computer technology: A comparison of two theoretical models
    • Davis, F., Bagozzi, R.P. and Warshaw, P.R (1989) 'User acceptance of computer technology: a comparison of two theoretical models', Management Science, Vol. 35, pp.982-995.
    • (1989) Management Science , vol.35 , pp. 982-995
    • Davis, F.1    Bagozzi, R.P.2    Warshaw, P.R.3
  • 15
    • 33745110517 scopus 로고    scopus 로고
    • Gender and internet usage
    • H. Bidgoli Ed, New York, NY: John Wiley and Sons, Inc
    • Dholakia, R., Dholakia, N. and Kshetri, N. (2003) 'Gender and internet usage', in H. Bidgoli (Ed.), The Internet Encyclopedia. New York, NY: John Wiley and Sons, Inc.
    • (2003) The Internet Encyclopedia
    • Dholakia, R.1    Dholakia, N.2    Kshetri, N.3
  • 17
    • 12344254992 scopus 로고    scopus 로고
    • Perceived retail crowding and shopping satisfaction: The role of shopping values
    • Eroglu, S.A., Machleit, K. and Barr, T.F. (2005) 'Perceived retail crowding and shopping satisfaction: the role of shopping values', Journal of Business Research, Vol. 58, pp.1146-1153.
    • (2005) Journal of Business Research , vol.58 , pp. 1146-1153
    • Eroglu, S.A.1    Machleit, K.2    Barr, T.F.3
  • 18
    • 49249109911 scopus 로고    scopus 로고
    • Available at:, retrieved on 4/12/2005
    • Federal Communications Commission (2004) Ninth Report. Available at: http://wireless.fcc.gov/cmrs-crforum.html, retrieved on 4/12/2005.
    • (2004) Ninth Report
  • 19
    • 0032136802 scopus 로고    scopus 로고
    • Duopoly and competition: The case of American cellular telephone
    • Fullerton, H.S. (1998) 'Duopoly and competition: the case of American cellular telephone', Telecommunications Policy, Vol. 22, pp.593-607.
    • (1998) Telecommunications Policy , vol.22 , pp. 593-607
    • Fullerton, H.S.1
  • 20
    • 0033423162 scopus 로고    scopus 로고
    • The different roles of satisfaction, trust, and commitment in customer relationships
    • Garbarino, E. and Johnson, M.S. (1999) 'The different roles of satisfaction, trust, and commitment in customer relationships', Journal of Marketing, Vol. 63, pp.70-104.
    • (1999) Journal of Marketing , vol.63 , pp. 70-104
    • Garbarino, E.1    Johnson, M.S.2
  • 21
    • 84869571048 scopus 로고
    • A service quality model and its marketing implications
    • Grönroos, C. (1984) 'A service quality model and its marketing implications', European Journal of Marketing, Vol. 18, pp.36-44.
    • (1984) European Journal of Marketing , vol.18 , pp. 36-44
    • Grönroos, C.1
  • 22
    • 3042693345 scopus 로고    scopus 로고
    • The four levels of loyalty and the pivotal role of trust: A study of online service dynamics
    • Harris, L.C. and Goode, M.M.H. (2004) 'The four levels of loyalty and the pivotal role of trust: a study of online service dynamics', Journal of Retailing, Vol. 80, pp.139-158.
    • (2004) Journal of Retailing , vol.80 , pp. 139-158
    • Harris, L.C.1    Goode, M.M.H.2
  • 23
    • 0002484988 scopus 로고
    • Emotion in the consumption experience: Toward a new model of consumer behavior
    • R.A. Peterson, W.D. Hoyer and W.R Wilson Eds, Lexington, MA: Lexington Books
    • Holbrook, M.B. (1986) 'Emotion in the consumption experience: toward a new model of consumer behavior', in R.A. Peterson, W.D. Hoyer and W.R Wilson (Eds), The Role of Affect in Consumer Behavior. Lexington, MA: Lexington Books.
    • (1986) The Role of Affect in Consumer Behavior
    • Holbrook, M.B.1
  • 24
    • 49249086451 scopus 로고    scopus 로고
    • Factors affecting internet shopping behaviour in Singapore: Gender and educational issues
    • Hui, T.K. and Wan, D. (2006) 'Factors affecting internet shopping behaviour in Singapore: gender and educational issues', Int. J. Consumer Studies, Vol. 31, pp.310-316.
    • (2006) Int. J. Consumer Studies , vol.31 , pp. 310-316
    • Hui, T.K.1    Wan, D.2
  • 25
    • 1042281169 scopus 로고    scopus 로고
    • The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services
    • Kim, M., Park, M. and Jeong, D. (2004) 'The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services', Telecommunications Policy, Vol. 28, pp. 145-159.
    • (2004) Telecommunications Policy , vol.28 , pp. 145-159
    • Kim, M.1    Park, M.2    Jeong, D.3
  • 26
    • 0033964220 scopus 로고    scopus 로고
    • Store loyalty: Its impact on retail revenue. An empirical study of purchasing behaviour in the UK
    • Knox, S.D. and Denison, T.J. (2000) 'Store loyalty: its impact on retail revenue. An empirical study of purchasing behaviour in the UK', Journal of Retailing and Consumer Services, Vol. 7, pp.33-45.
    • (2000) Journal of Retailing and Consumer Services , vol.7 , pp. 33-45
    • Knox, S.D.1    Denison, T.J.2
  • 27
    • 20444472753 scopus 로고    scopus 로고
    • Incorporating service quality into consumer mall shopping decision making: A comparison between English and French Canadian consumers
    • Laroche, M., Teng, L., Michon, R. and Chebat, J. (2005) 'Incorporating service quality into consumer mall shopping decision making: a comparison between English and French Canadian consumers', Journal of Services Marketing, Vol. 19, pp. 157-163.
    • (2005) Journal of Services Marketing , vol.19 , pp. 157-163
    • Laroche, M.1    Teng, L.2    Michon, R.3    Chebat, J.4
  • 28
    • 33746174196 scopus 로고    scopus 로고
    • M-loyalty: Winning strategies for mobile carriers
    • Lim, H., Widdows, R. and Park, J. (2006) 'M-loyalty: winning strategies for mobile carriers', Journal of Consumer Marketing, Vol. 23, pp.208-218.
    • (2006) Journal of Consumer Marketing , vol.23 , pp. 208-218
    • Lim, H.1    Widdows, R.2    Park, J.3
  • 30
    • 84986082086 scopus 로고    scopus 로고
    • Customer satisfaction with services: Putting perceived value into the equation
    • McDougall, GH.G. and Levesque, T. (2000) 'Customer satisfaction with services: putting perceived value into the equation', Journal of Services Marketing, Vol. 14, pp.392-410.
    • (2000) Journal of Services Marketing , vol.14 , pp. 392-410
    • McDougall, G.G.1    Levesque, T.2
  • 31
    • 0002626649 scopus 로고
    • Exploring differences in males' and females' processing strategies'
    • Meyers-Levy, J. and Maheswaran, D. (1991) 'Exploring differences in males' and females' processing strategies', Journal of Consumer Research, Vol. 18, pp.63-76.
    • (1991) Journal of Consumer Research , vol.18 , pp. 63-76
    • Meyers-Levy, J.1    Maheswaran, D.2
  • 34
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L. (1980) 'A cognitive model of the antecedents and consequences of satisfaction decisions', Journal of Marketing Research, Vol. 17, pp.460-469.
    • (1980) Journal of Marketing Research , vol.17 , pp. 460-469
    • Oliver, R.L.1
  • 35
    • 0033439536 scopus 로고    scopus 로고
    • Whence consumer loyalty?
    • Oliver, R.L. (1999) 'Whence consumer loyalty?', Journal of Marketing, Vol. 63, pp.33-44.
    • (1999) Journal of Marketing , vol.63 , pp. 33-44
    • Oliver, R.L.1
  • 36
    • 0037783361 scopus 로고    scopus 로고
    • Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty
    • Olsen, S.O. (2002) 'Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty', Journal of the Academy of Marketing Science, Vol. 30, pp.240-257.
    • (2002) Journal of the Academy of Marketing Science , vol.30 , pp. 240-257
    • Olsen, S.O.1
  • 37
    • 23044517869 scopus 로고    scopus 로고
    • The impact of technology on the quality-value-loyalty chain: A research agenda
    • Parasuraman, A. and Grewal, D. (2000) 'The impact of technology on the quality-value-loyalty chain: a research agenda', Journal of the Academy of Marketing Science, Vol. 28, pp. 168-174.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , pp. 168-174
    • Parasuraman, A.1    Grewal, D.2
  • 38
    • 7444233055 scopus 로고    scopus 로고
    • Exploring the origins and information processing differences between men and women: Implications for advertisers
    • Putrevu, S. (2001) 'Exploring the origins and information processing differences between men and women: implications for advertisers', Academy of Marketing Science Review, Vol. 10, pp. 1-15.
    • (2001) Academy of Marketing Science Review , vol.10 , pp. 1-15
    • Putrevu, S.1
  • 39
    • 33645144508 scopus 로고    scopus 로고
    • Gender and e-commerce: An exploratory study
    • Rogers, S. and Harris, M.A. (2003) 'Gender and e-commerce: an exploratory study', Journal of Advertising Research, Vol. 43, pp.322-334.
    • (2003) Journal of Advertising Research , vol.43 , pp. 322-334
    • Rogers, S.1    Harris, M.A.2
  • 40
    • 0002345345 scopus 로고
    • Service quality: Insights and managerial implications from the frontier
    • R.T. Rust and R.L. Oliver Eds, New York, NY: Sage
    • Rust, R.T and Oliver, R.L. (1994) 'Service quality: insights and managerial implications from the frontier', in R.T. Rust and R.L. Oliver (Eds), Service Quality: New Directions in Theory and Practice. New York, NY: Sage.
    • (1994) Service Quality: New Directions in Theory and Practice
    • Rust, R.T.1    Oliver, R.L.2
  • 42
    • 29344445566 scopus 로고    scopus 로고
    • Mobile entertainment: A study of consumer perceptions of games delivered via the wireless application protocol
    • Shchiglik, C., Barnes, S.J. and Scornavacca, E. (2005) 'Mobile entertainment: a study of consumer perceptions of games delivered via the wireless application protocol', Int. J. Services and Standards, Vol. 1, pp. 155-171.
    • (2005) Int. J. Services and Standards , vol.1 , pp. 155-171
    • Shchiglik, C.1    Barnes, S.J.2    Scornavacca, E.3
  • 43
    • 33644590550 scopus 로고    scopus 로고
    • Empirical findings on the perceived use of digital multimedia broadcasting mobile phone services
    • Shim, J.P., Ahn, K. and Shim, J. (2006) 'Empirical findings on the perceived use of digital multimedia broadcasting mobile phone services', Industrial Management and Data Systems, Vol. 106, pp.155-171.
    • (2006) Industrial Management and Data Systems , vol.106 , pp. 155-171
    • Shim, J.P.1    Ahn, K.2    Shim, J.3
  • 45
    • 49249099937 scopus 로고    scopus 로고
    • Consumer perceived value: The development of multiple item scale
    • Sweeney, J.C. and Soutar, G.N. (2001) 'Consumer perceived value: the development of multiple item scale', Journal of Retailing, Vol. 76, pp.309-322.
    • (2001) Journal of Retailing , vol.76 , pp. 309-322
    • Sweeney, J.C.1    Soutar, G.N.2
  • 46
    • 34249089204 scopus 로고    scopus 로고
    • Development of a customer satisfaction index model: An application to the Turkish mobile phone sector
    • Türkyilmaz, A. and Özkan, C. (2007) 'Development of a customer satisfaction index model: an application to the Turkish mobile phone sector', Industrial Management and Data Systems, Vol. 107,pp.672-687.
    • (2007) Industrial Management and Data Systems , vol.107 , pp. 672-687
    • Türkyilmaz, A.1    Özkan, C.2
  • 47
    • 0001577559 scopus 로고    scopus 로고
    • Creating favorable user perceptions: Exploring the role of intrinsic motivation
    • Venkatesh, V. (1999) 'Creating favorable user perceptions: exploring the role of intrinsic motivation', MIS Quarterly, Vol. 23, pp.239-260.
    • (1999) MIS Quarterly , vol.23 , pp. 239-260
    • Venkatesh, V.1
  • 48
    • 0001900517 scopus 로고    scopus 로고
    • A longitudinal field investigation of gender differences in individual technology adoption decision-making processes
    • Venkatesh, V., Morris, M.G. and Ackerman, P.L. (2000) 'A longitudinal field investigation of gender differences in individual technology adoption decision-making processes', Organizational Behavior and Human Decision Processes, Vol. 83, pp.33-60.
    • (2000) Organizational Behavior and Human Decision Processes , vol.83 , pp. 33-60
    • Venkatesh, V.1    Morris, M.G.2    Ackerman, P.L.3
  • 49
    • 5644242209 scopus 로고    scopus 로고
    • Customer perceived value, satisfaction, and loyalty: The role of switching costs
    • Yang, Z. and Peterson, R.T (2004) 'Customer perceived value, satisfaction, and loyalty: the role of switching costs', Psychology and Marketing, Vol. 21, pp.799-822.
    • (2004) Psychology and Marketing , vol.21 , pp. 799-822
    • Yang, Z.1    Peterson, R.T.2
  • 50
    • 49249130694 scopus 로고    scopus 로고
    • Zeithaml, V.A. (1988) 'Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence', Journal of Marketing, 52, pp.31-4-6.
    • Zeithaml, V.A. (1988) 'Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence', Journal of Marketing, Vol. 52, pp.31-4-6.


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.