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论文类型：期刊论文

发表时间：2013-08-01

发表刊物：JOURNAL OF BUSINESS RESEARCH

收录刊物：SSCI、Scopus

卷号：66

期号：8,SI

页面范围：1161-1167

ISSN号：0148-2963

关键字：China; Mobile phone service; Service market; Service quality; Switching behavior

摘要：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.