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Article: Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: A comparative cross-country study

TitleAre customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: A comparative cross-country study
Authors
Qi, JYZhou, YPChen, WJQu, QX
KeywordsCross-cultural
Customer lifetime value (CLV)
Customer loyalty
Customer satisfaction
E-business
Mobile data services
Issue Date2012
PublisherSpringer New York LLC. The Journal's web site is located at http://springerlink.metapress.com/openurl.asp?genre=journal&issn=1385-951X
Citation
Information Technology And Management, 2012, v. 13 n. 4, p. 281-296 How to Cite?
DOI: http://dx.doi.org/10.1007/s10799-012-0132-y
AbstractMany research papers have been published on the effect of customer satisfaction and customer loyalty on customer profitability which is related to customer lifetime value (CLV). However, there is limited research on the impact of cross-cultural factors on the effect of customer satisfaction and customer loyalty on CLV. This study aims to fill this gap. Focusing on the usage of mobile data services, 846 samples from China and 689 from the US are obtained. Data analysis suggests that customer loyalty is a driver of CLV, while customer satisfaction is not. This research has important implications for firms about how to enhance CLV in mobile data services. © 2012 Springer Science+Business Media, LLC.
Persistent Identifierhttp://hdl.handle.net/10722/157739
ISSN
1385-951X
2021 Impact Factor: 2.310
2020 SCImago Journal Rankings: 0.471
ISI Accession Number ID
WOS:000310747500008
References
References in Scopus

 

DC FieldValueLanguage
dc.contributor.authorQi, JYen_HK
dc.contributor.authorZhou, YPen_HK
dc.contributor.authorChen, WJen_HK
dc.contributor.authorQu, QXen_HK
dc.date.accessioned2012-08-08T08:55:16Z-
dc.date.available2012-08-08T08:55:16Z-
dc.date.issued2012en_HK
dc.identifier.citationInformation Technology And Management, 2012, v. 13 n. 4, p. 281-296en_HK
dc.identifier.issn1385-951Xen_HK
dc.identifier.urihttp://hdl.handle.net/10722/157739-
dc.description.abstractMany research papers have been published on the effect of customer satisfaction and customer loyalty on customer profitability which is related to customer lifetime value (CLV). However, there is limited research on the impact of cross-cultural factors on the effect of customer satisfaction and customer loyalty on CLV. This study aims to fill this gap. Focusing on the usage of mobile data services, 846 samples from China and 689 from the US are obtained. Data analysis suggests that customer loyalty is a driver of CLV, while customer satisfaction is not. This research has important implications for firms about how to enhance CLV in mobile data services. © 2012 Springer Science+Business Media, LLC.en_HK
dc.languageengen_US
dc.publisherSpringer New York LLC. The Journal's web site is located at http://springerlink.metapress.com/openurl.asp?genre=journal&issn=1385-951Xen_HK
dc.relation.ispartofInformation Technology and Managementen_HK
dc.subjectCross-culturalen_HK
dc.subjectCustomer lifetime value (CLV)en_HK
dc.subjectCustomer loyaltyen_HK
dc.subjectCustomer satisfactionen_HK
dc.subjectE-businessen_HK
dc.subjectMobile data servicesen_HK
dc.titleAre customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: A comparative cross-country studyen_HK
dc.typeArticleen_HK
dc.identifier.emailZhou, YP: yongpin@hku.hken_HK
dc.identifier.authorityZhou, YP=rp01614en_HK
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1007/s10799-012-0132-yen_HK
dc.identifier.scopuseid_2-s2.0-84868642787en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-84868642787&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume13en_HK
dc.identifier.issue4en_HK
dc.identifier.spage281en_HK
dc.identifier.epage296en_HK
dc.identifier.isiWOS:000310747500008-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridQi, JY=13408299900en_HK
dc.identifier.scopusauthoridZhou, YP=9037956000en_HK
dc.identifier.scopusauthoridChen, WJ=55303857500en_HK
dc.identifier.scopusauthoridQu, QX=35810928400en_HK
dc.identifier.citeulike10887219-
dc.identifier.issnl1385-951X-

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