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Indexed by:期刊论文

Date of Publication:2013-08-01

Journal:JOURNAL OF BUSINESS RESEARCH

Included Journals:SSCI、Scopus

Volume:66

Issue:8,SI

Page Number:1161-1167

ISSN No.:0148-2963

Key Words:China; Mobile phone service; Service market; Service quality; Switching behavior

Abstract:Service quality and customer switching behavior are among the most important factors that affect service companies' market share and profitability, yet they remain understudied in China's service sectors. This study surveys 400 customers to explore the perceived importance of various aspects of service quality and customer switching behavior in China's mobile phone service sector. The study identifies the following seven critical factors, listed in descending order of influence, that cause customers to switch mobile phone service providers: core service failure, high price, ethical problems, competition, inconvenience, service encounter failure, and influence from family/friends/group. The paper concludes with implications of the findings for service marketing and for multinational companies expanding into Chinese service markets. (C) 2012 Elsevier Inc. All rights reserved.