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Conference Paper The Role of Switching Incentives and Barriers Affecting Customer Behavior in Korean Mobile Communications Service
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Authors
Moon-Koo Kim, Jong-Hyun Park
Issue Date
2008-02
Citation
International Conference on Advanced Communication Technology (ICACT) 2008, pp.1223-1225
Publisher
IEEE
Language
English
Type
Conference Paper
DOI
https://dx.doi.org/10.1109/ICACT.2008.4493985
Abstract
This paper provides a comprehensive investigation of factors influencing the customer behavior (retention and switching) of subscribers in the Korean mobile communications service. The goal of the investigation is to develop a more systemic understanding of the relationship between customer satisfaction and customer behavior. To achieve this, we select a series of constructs related to factors affecting switching incentives and barriers, and measure their respective influences through empirical analysis.
KSP Keywords
customer behavior, customer satisfaction, empirical analysis, mobile communication