Logo do repositório
 
Publicação

A closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intention

2023-04-11Artigo científico Acesso aberto
Ver registo simples
dc.contributor.authorRibeiro, Hugo
dc.contributor.authorBarbosa, Belém
dc.contributor.authorMoreira, Antonio
dc.contributor.authorRodrigues, Ricardo
dc.date.accessioned2026-02-12T16:00:56Z
dc.date.available2026-02-12T16:00:56Z
dc.date.issued2023-04-11en_US
dc.date.updated2026-01-26T20:06:09Z
dc.description.abstractThe telecommunications sector faces a major challenge of high customer churn. Despite this, there is still a lack of research that explores the switching intention for telecommunication services, particularly with bundle services that currently dominate the market. This study aims to provide insight into consumer behaviour regarding bundle telecommunication services by examining the factors that impact satisfaction and switching intention, both directly and indirectly. Eighteen hypotheses were defined based on the literature, and were tested through a quantitative study with 910 bundle service customers using structural equation modelling with Smart-PLS. The results show that internet and television services have the strongest indirect impact on switching intention, mediated by overall satisfaction and loyalty. Additionally, the results indicate that switching costs and barriers do not significantly affect switching intention, and surprisingly, perceived contractual lock-in positively influences switching intention. This study provides a comprehensive understanding of the customer experience with bundled telecommunications services and offers relevant insights for telecommunication managers to prevent customer loss to competitors.eng
dc.description.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.doi10.1057/s41270-023-00222-wen_US
dc.identifier.issn2050-3318en_US
dc.identifier.issn2050-3326en_US
dc.identifier.slugcv-prod-3515204
dc.identifier.urihttp://hdl.handle.net/10400.2/21265
dc.language.isoeng
dc.peerreviewedyes
dc.rights.uriN/A
dc.subjectBundle services
dc.subjectTelecommunications
dc.subjectCustomer experience
dc.subjectService quality
dc.subjectSatisfaction
dc.subjectLoyalty
dc.subjectSwitching intention
dc.subjectSEM-PLS
dc.titleA closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intentioneng
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage686
oaire.citation.issue3en_US
oaire.citation.startPage668
oaire.citation.titleJournal of Marketing Analyticsen_US
oaire.citation.volume12en_US
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameMoreira
person.givenNameAntonio
person.identifier.orcid0000-0002-6613-8796
rcaap.cv.cienciaid541F-5442-5666 | António Carrizo Moreira
rcaap.rightsopenAccessen_US
relation.isAuthorOfPublication51ad303d-335c-4e2f-bae3-fffffef2e2f5
relation.isAuthorOfPublication.latestForDiscovery51ad303d-335c-4e2f-bae3-fffffef2e2f5

Ficheiros

Principais
A mostrar 1 - 1 de 1
Miniatura indisponível
Nome:
167_2023_A_closer_look_at_customer_experience_with_bundle_telecommunication_services_Ribeiro_Barbosa_Moreira_Rodrigues.pdf
Tamanho:
1.1 MB
Formato:
Adobe Portable Document Format
Ver/Abrir
Licença
A mostrar 1 - 1 de 1
Miniatura indisponível
Nome:
license.txt
Tamanho:
1.97 KB
Formato:
Item-specific license agreed upon to submission
Descrição:
Ver/Abrir

Coleções

UAb | CiênciaVitae | Gestão e Economia