An empirical investigation of customer preferences in mobile services

Journal of Targeting, Measurement and Analysis for Marketing

Volumn 18, Issue 1, 2010, Pages 49-63

  Tripathi, Shalini N ^b   Siddiqui, Masood H ^a  

^a American Journal of Mathematical and Management Sciences   (United States)

^b Modi Korea Telecommunications Ltd   (India)

Author keywords

Benefi t segmentation; Customer preference structure; Mobile service providers

Indexed keywords

EID: 77749254683     PISSN: 09673237     EISSN: 14791862     Source Type: Journal    
DOI: 10.1057/jt.2009.28     Document Type: Article

References (35)

1. Lee, J., Lee, J. and Feick, L. (2001) The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of Services Marketing 15 (1): 35-48.
2. Lee, M. and Cunningham, L. F. (2001) A cost/benefit approach to understanding service loyalty. Journal of Services Marketing 15 (2): 113-130.
3. Duffy, D. L. (1998) Customer loyalty strategies. Journal of Consumer Marketing 15 (5): 435-448.
4. Griffin, J. (1995) Customer Loyalty. New York: Lexington.
5. Kandampully, J. (1998) Service quality to service loyalty: A relationship which goes beyond customer services. Total Quality Management 9 (6): 431-443.
6. Bharadwaj, S., Varadarajan, P. R. and Fahy, J. (1993) Sustainable competitive advantage in service industries: A conceptual model and research propositions. Journal of Marketing 57 (October): 83-99.
7. Reichheld, F. and Sasser Jr, W. E. (1990) Zero defections: Quality comes to services. Harvard Business Review 68 (September/October): 105-111.
8. Verma, R. and Plaschka, G. (2005) Predicting customer choices. MIT Sloan Management Review 47 (1): 7-10.
9. Glazer, R. (2007) Meta-technologies and innovation leadership: Why there may be nothing new under the Sun. California Management Review 50 (1): 120-143.
10. Flores, F. (1993) Innovation by listening carefully to customers. Long Range Planning 26 (3): 95-102.
11. Teck-Hua, H. and Kay-Yut, C. (2007) New product blockbusters: The magic and science of prediction markets. California Management Review 50 (1): 144-158.
12. Clow, K. E., James, K. E., Kranenburg, K. E. and Berry, C. T. (2006) The relationship of the visual element of an advertisement to service quality expectations and source credibility. Journal of Services Marketing 20 (6): 404-411.
13. Kotler, P. (2000) Marketing Management: The Millennium Edition, 10th edn. London: Prentice-Hall International (UK) Limited.
14. Levitt, T. (1981) Marketing intangible products and product intangibles. Harvard Business Review 59 (May - June): 95-102.
15. Hoffman, K. and Turley, L. W. (2002) Atmospherics, service encounters and consumer decision making: An integrative perspective. Journal of Marketing Theory and Practice 10 (3): 33-48.
16. Palmer, A. (2000) The Principles of Marketing. Oxford: Oxford University Press.
17. File, K. M. and Prince, R. A. (1992) Positive word of mouth: Customer satisfaction and buyer behaviour. The International Journal of Bank Marketing (UK) 10 (1): 25-29.
18. Indian Telecom Analysis. (2008-2012) Research report by RNCOS, http://rncos.com/Report/IM096.htm, accessed 25 April 2009.
19. Indian Telecommunication Story (2007), trak.in/tags/business/2007/06/ ⋯/indian-telecommunication-story-from-10-million-to-150-million-mobile- subscribers-in-5-ye⋯ - 88k, accessed 16 April 2009.
20. Pullman, M. E., Moore, W. L. and Wardell, D. G. (2002) A comparison of quality function deployment and conjoint analysis in new product design. Journal of Product Innovation Management 19 (5): 354-364.
21. Kohne, F., Totz, C. and Wehmeyer, K. (2005) Consumer preferences for location-based service attributes: A conjoint analysis. International Journal of Management & Decision Making 6 (1): 1.
22. Kim, Y. (2005) Estimation of consumer preferences on new telecommunications services: IMT-2000 service in Korea. Information Economics & Policy 17 (1): 73-83.
23. Siomkos, G., Vasiliadis, C. and Lathiras, P. (2006) Measuring customer preferences in the winter sports market: The case of Greece. Journal of Targeting, Measurement & Analysis for Marketing 14 (2): 129-140.
24. Ross, S. D., Norman, W. C. and Dorsch, M. J. (2003) The use of conjoint analysis in the development of a new recreation facility. Managing Leisure 8 (4): 227-244.
25. Green, P. E. and Krieger, A. M. (1997) Using conjoint analysis to view competitive interaction through the customer's eyes. In: G.S. Day, D.J. Reibstein and R.E. Gunther (eds.) Wharton Dynamic Competitive Strategy. New York: John Wiley & Sons, pp. 343-366.
26. Green, P. E. and Krieger, A. M. (1993) Conjoint analysis with product-positioning applications. In: J. Eliashberg and G. Lilien (eds.) Marketing. Amsterdam: North-Holland, pp. 467-515.
27. Marying, P. (2000) Qualitative content analysis. Forum: Qualitative Social Research 1 (2), Art. 20: June 2000, http://www.qualitative-research. net/index.php/fqs/article/⋯/1089.
28. Eden, C. and Ackermann, F. (1998) Making Strategy: The Journey of Strategic Management. London: Sage.
29. Green, P. E. and Srinivasan, V. (1990) Conjoint analysis in marketing: New developments with implications for research and practice. Journal of Marketing 54 (4): 3-19.
30. Fox, J. (1997) Applied Regression Analysis, Linear Models, and Related Methods. Thousand Oaks, CA: Sage.
31. 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 28 (2): 145-159.
32. Wang, Y. and Lo, H. (2002) Service quality, customer satisfaction and behavioural intentions - evidence from China's telecommunication industry. The Journal of Policy, Regulation and Strategy for Telecommunications Information and Media 4 (6): 50-60.
33. Seth, A., Momaya, K. and Gupta, M. H. (2005) An exploratory investigation of customer loyalty and retention in cellular mobile communication. Journal of Services Research, Special Issue (December) 173-185.
34. Marinova, A., Murphy, J. and Massey, B. L. (2002) Permission email marketing as a means of targeted promotion. Cornell Hotel and Restaurant Administration Quarterly 43 (1): 61-69.
35. Kotler, P., Keller, K., Koshy, A. and Jha, M. (2007) Marketing Management: A South Asian Perspective, 12th edn. Delhi: Pearson Education.