Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market
Abstract
Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular network operators in Germany this study tests hypotheses suggesting that CR, CL, and CS should be treated as differential constructs which are causally...
Paper Details
Title
Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market
Published Date
May 1, 2001
Journal
Volume
25
Issue
4
Pages
249 - 269
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