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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
- 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