{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,16]],"date-time":"2026-01-16T19:51:16Z","timestamp":1768593076678,"version":"3.49.0"},"reference-count":78,"publisher":"Springer Science and Business Media LLC","issue":"3","license":[{"start":{"date-parts":[[2016,5,10]],"date-time":"2016-05-10T00:00:00Z","timestamp":1462838400000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Inf Syst E-Bus Manage"],"published-print":{"date-parts":[[2017,8]]},"DOI":"10.1007\/s10257-016-0318-7","type":"journal-article","created":{"date-parts":[[2016,5,10]],"date-time":"2016-05-10T06:21:28Z","timestamp":1462861288000},"page":"577-597","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":5,"title":["A critical incident approach to consumer response in the smartphone market: product, service and contents"],"prefix":"10.1007","volume":"15","author":[{"given":"Yoonsun","family":"Oh","sequence":"first","affiliation":[]},{"given":"Jungsuk","family":"Oh","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2016,5,10]]},"reference":[{"key":"318_CR1","unstructured":"Agterhuis DJ (2012) Effects of apps on consumer behavior of smartphones and telecommunication providers: feature fatigue vs. mass customization. Master\u2019s thesis, Eindhoven University of Technology"},{"key":"318_CR2","doi-asserted-by":"crossref","first-page":"52","DOI":"10.1287\/msom.1070.0193","volume":"11","author":"SW Anderson","year":"2009","unstructured":"Anderson SW, Baggett LS, Widener SK (2009) The impact of service operations failures on customer satisfaction: evidence on how failures and their source affect what matters to customers. Manuf Serv Oper Manag 11:52\u201369","journal-title":"Manuf Serv Oper Manag"},{"key":"318_CR3","doi-asserted-by":"crossref","first-page":"103","DOI":"10.1016\/0272-6963(95)00045-3","volume":"14","author":"NP Archer","year":"1996","unstructured":"Archer NP, Wesolowsky GO (1996) Consumer response to service and product quality: a study of motor vehicle owners. J Oper Manag 14:103\u2013118","journal-title":"J Oper Manag"},{"key":"318_CR4","doi-asserted-by":"crossref","first-page":"238","DOI":"10.1037\/0033-2909.107.2.238","volume":"107","author":"PM Bentler","year":"1990","unstructured":"Bentler PM (1990) Comparative fit indexes in structural models. Psychol Bull 107:238\u2013246","journal-title":"Psychol Bull"},{"key":"318_CR5","doi-asserted-by":"crossref","first-page":"71","DOI":"10.2307\/1252174","volume":"54","author":"MJ Bitner","year":"1990","unstructured":"Bitner MJ, Booms BH, Stanfield Tetreault M (1990) The service encounter: diagnosing favorable and unfavorable incidents. J Mark 54:71\u201384","journal-title":"J Mark"},{"key":"318_CR6","doi-asserted-by":"crossref","first-page":"1082","DOI":"10.1108\/03090569910292285","volume":"33","author":"J Bloemer","year":"1999","unstructured":"Bloemer J, De Ruyther K, Wetzels M (1999) Linking perceived service quality and service loyalty: a multi-dimensional perspective. Eur J Mark 33:1082\u20131106","journal-title":"Eur J Mark"},{"key":"318_CR7","doi-asserted-by":"crossref","first-page":"186","DOI":"10.1057\/jit.2008.36","volume":"24","author":"H Bouwman","year":"2009","unstructured":"Bouwman H, Van de Wijngaert L (2009) Coppers context, and conjoints: a reassessment of TAM. J Inf Technol 24:186\u2013201","journal-title":"J Inf Technol"},{"key":"318_CR8","first-page":"136","volume-title":"Testing structural equation models","author":"MW Browne","year":"1993","unstructured":"Browne MW, Cudeck R (1993) Alternative ways of assessing model fit\u201d. In: Bollen KA, Long JS (eds) Testing structural equation models. Sage, Newbury Park, pp 136\u2013162"},{"key":"318_CR9","doi-asserted-by":"crossref","first-page":"475","DOI":"10.1177\/1468794105056924","volume":"5","author":"LD Butterfield","year":"2005","unstructured":"Butterfield LD, Borgen WA, Amundson NE, Maglio AST (2005) Fifty years of the critical incident technique: 1954\u20132004 and beyond. Qual Res 5:475\u2013497","journal-title":"Qual Res"},{"issue":"3","key":"318_CR10","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1177\/001088049803900312","volume":"39","author":"B Chung","year":"1998","unstructured":"Chung B, Hoffman KD (1998) Critical incidents: service failures that matter most. Cornell Hotel Restaur Adm Q 39(3):60\u201365","journal-title":"Cornell Hotel Restaur Adm Q"},{"key":"318_CR11","doi-asserted-by":"crossref","first-page":"297","DOI":"10.1007\/BF02310555","volume":"16","author":"LJ Cronbach","year":"1951","unstructured":"Cronbach LJ (1951) Coefficient alpha and the internal structure of tests. Psychometrika 16:297\u2013334","journal-title":"Psychometrika"},{"issue":"4","key":"318_CR13","doi-asserted-by":"crossref","first-page":"694","DOI":"10.1016\/j.tele.2015.02.008","volume":"32","author":"M Reuver de","year":"2015","unstructured":"de Reuver M, Nikou S, Bouwman H (2015) The interplay of costs, trust and loyalty in a service industry in transition: the moderating effect of smartphone adoption. Telemat Inform 32(4):694\u2013700","journal-title":"Telemat Inform"},{"key":"318_CR14","doi-asserted-by":"crossref","first-page":"505","DOI":"10.1016\/j.telpol.2011.04.006","volume":"35","author":"J Dedrick","year":"2011","unstructured":"Dedrick J, Kraemer KL, Linden G (2011) The distribution of value in the mobile phone supply chain. Telecommunications Policy 35:505\u2013521","journal-title":"Telecommunications Policy"},{"issue":"1","key":"318_CR15","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1287\/isre.3.1.60","volume":"3","author":"WH DeLone","year":"1992","unstructured":"DeLone WH, McLean ER (1992) Information systems success: the quest for the dependent variable. Inf Syst Res 3(1):60\u201395","journal-title":"Inf Syst Res"},{"issue":"4","key":"318_CR16","doi-asserted-by":"crossref","first-page":"9","DOI":"10.1080\/07421222.2003.11045748","volume":"19","author":"WH DeLone","year":"2003","unstructured":"DeLone WH, McLean ER (2003) The DeLone and McLean model of information systems success: a ten-year update. J Manag Inf Syst 19(4):9\u201330","journal-title":"J Manag Inf Syst"},{"key":"318_CR17","doi-asserted-by":"crossref","first-page":"99","DOI":"10.1016\/S0167-4870(02)00157-5","volume":"24","author":"C Derbaix","year":"2003","unstructured":"Derbaix C, Vanhamme J (2003) Inducing word-of-mouth by eliciting surprise\u2014a pilot investigation. J Econ Psychol 24:99\u2013116","journal-title":"J Econ Psychol"},{"key":"318_CR18","doi-asserted-by":"crossref","unstructured":"Dong L, Hongwei L, Caijuan L (2010) Research on the impact of mobile communications service quality for customer loyalty. In: International conference on information management, innovation management and industrial engineering, pp 504\u2013507","DOI":"10.1109\/ICIII.2010.127"},{"key":"318_CR19","doi-asserted-by":"crossref","first-page":"553","DOI":"10.1002\/mar.20019","volume":"21","author":"J Dunning","year":"2004","unstructured":"Dunning J, Pecotich A, O\u2019Cass A (2004) What happens when things go wrong? Retail sales explanations and their effects. Psychol Mark 21:553\u2013572","journal-title":"Psychol Mark"},{"key":"318_CR20","doi-asserted-by":"crossref","first-page":"17","DOI":"10.1108\/09564239210019450","volume":"3","author":"B Edvardsson","year":"1992","unstructured":"Edvardsson B (1992) Service breakdowns: a study of critical incidents in an airline. Int J Serv Ind Manag 3:17\u201329","journal-title":"Int J Serv Ind Manag"},{"key":"318_CR21","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1108\/09604520010318272","volume":"10","author":"B Edvardsson","year":"2000","unstructured":"Edvardsson B, Strandvik T (2000) Is a critical incident critical for a customer relationship? Manag Serv Qual 10:82\u201391","journal-title":"Manag Serv Qual"},{"key":"318_CR22","unstructured":"Ericsson Consumerlab (2013) Smartphone usage experience\u2014the importance of network quality and its impact on user satisfaction. \n                        http:\/\/www.ericsson.com\/res\/docs\/2013\/consumerlab\/smartphone-usage-experience-report.pdf\n                        \n                    . Accessed 15 Jan 2014"},{"key":"318_CR23","unstructured":"Evans CR (1994) Rating source differences and performance appraisal policies: performance is in the i of the beholder. Unpublished doctoral dissertation, The University of Guelph, Guelph, ON"},{"key":"318_CR24","doi-asserted-by":"crossref","first-page":"327","DOI":"10.1037\/h0061470","volume":"51","author":"JC Flanagan","year":"1954","unstructured":"Flanagan JC (1954) The critical incident technique. Psychol Bull 51:327\u2013358","journal-title":"Psychol Bull"},{"key":"318_CR25","doi-asserted-by":"crossref","first-page":"39","DOI":"10.2307\/3151312","volume":"18","author":"C Fornell","year":"1981","unstructured":"Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 18:39\u201350","journal-title":"J Mark Res"},{"issue":"3","key":"318_CR26","doi-asserted-by":"crossref","first-page":"291","DOI":"10.1016\/j.telpol.2013.10.003","volume":"38","author":"TJ Gerpott","year":"2014","unstructured":"Gerpott TJ, Thomas S (2014) Empirical research on mobile Internet usage: a meta-analysis of the literature. Telecommun Policy 38(3):291\u2013310","journal-title":"Telecommun Policy"},{"key":"318_CR28","volume-title":"Multivariate data analysis with readings","author":"JF Hair","year":"1995","unstructured":"Hair JF, Black WC, Anderson RE, Tatham RL (1995) Multivariate data analysis with readings. Prentice-Hall, Englewood Cliffs"},{"key":"318_CR29","doi-asserted-by":"crossref","unstructured":"Huang J, Xu Q, Tiwana B, Mao ZM, Zhang M, Bahl P (2010) Anatomizing application performance differences on smartphones. In: Proceedings of the 8th international conference on Mobile systems, applications, and services, ACM, pp 165\u2013178","DOI":"10.1145\/1814433.1814452"},{"key":"318_CR30","doi-asserted-by":"crossref","first-page":"48","DOI":"10.1109\/MCOM.2012.6178833","volume":"50","author":"S Ickin","year":"2012","unstructured":"Ickin S, Wac K, Fiedler M, Janowski L, Hong JH, Dey AK (2012) Factors influencing quality of experience of commonly used mobile applications. IEEE Commun Mag 50:48\u201356","journal-title":"IEEE Commun Mag"},{"key":"318_CR31","unstructured":"International Data Corporation (2015) Worldwide quarterly mobile phone tracker. \n                        http:\/\/www.idc.com\/tracker\/showproductinfo.jsp?prod_id=37\n                        \n                    . Accessed 20 March 2016"},{"key":"318_CR32","doi-asserted-by":"crossref","first-page":"249","DOI":"10.1016\/j.chb.2013.09.010","volume":"30","author":"AKMN Islam","year":"2014","unstructured":"Islam AKMN (2014) Sources of satisfaction and dissatisfaction with a learning management system in post-adoption stage: a critical incident technique approach. Comput Hum Behav 30:249\u2013261","journal-title":"Comput Hum Behav"},{"key":"318_CR33","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1108\/09564239510101536","volume":"6","author":"B Johnston","year":"1995","unstructured":"Johnston B (1995) The determinants of service quality: satisfiers and dissatisfiers. Int J Serv Ind Manag 6:53\u201371","journal-title":"Int J Serv Ind Manag"},{"key":"318_CR34","doi-asserted-by":"crossref","first-page":"2512","DOI":"10.1016\/j.chb.2013.06.002","volume":"29","author":"J Joo","year":"2013","unstructured":"Joo J, Sang Y (2013) Exploring Koreans\u2019 smartphone usage: an integrated model of the technology acceptance model and uses and gratifications theory. Comput Hum Behav 29:2512\u20132518","journal-title":"Comput Hum Behav"},{"key":"318_CR35","volume-title":"LISREL 7: a guide to the program and applications","author":"KG J\u00f6reskog","year":"1989","unstructured":"J\u00f6reskog KG, S\u00f6rbom D (1989) LISREL 7: a guide to the program and applications. SPSS, Chicago"},{"key":"318_CR36","doi-asserted-by":"crossref","first-page":"89","DOI":"10.1080\/09515079508258700","volume":"8","author":"MD Kanyangale","year":"1995","unstructured":"Kanyangale MD, MacLachlan M (1995) Critical incidents for refugee counsellors: an investigation of indigenous human resources. Couns Psychol Q 8:89\u2013101","journal-title":"Couns Psychol Q"},{"key":"318_CR37","doi-asserted-by":"crossref","first-page":"71","DOI":"10.2307\/1252074","volume":"59","author":"SM Keaveney","year":"1995","unstructured":"Keaveney SM (1995) Customer switching behavior in service industries: an exploratory study. J Mark 59:71\u201382","journal-title":"J Mark"},{"key":"318_CR38","doi-asserted-by":"crossref","first-page":"374","DOI":"10.1177\/03079450094225","volume":"29","author":"S Keaveney","year":"2001","unstructured":"Keaveney S, Parthasarathy M (2001) Customer switching behavior in online services: an exploratory study on the role of selected attitudinal, behavioral and demographic factors. J Acad Mark Sci 29:374\u2013390","journal-title":"J Acad Mark Sci"},{"issue":"4","key":"318_CR39","doi-asserted-by":"crossref","first-page":"949","DOI":"10.1016\/j.tele.2015.05.003","volume":"32","author":"M Kim","year":"2015","unstructured":"Kim M, Chang Y, Park MC, Lee J (2015) The effects of service interactivity on the satisfaction and the loyalty of smartphone users. Telemat Inform 32(4):949\u2013960","journal-title":"Telemat Inform"},{"issue":"4","key":"318_CR40","first-page":"1","volume":"33","author":"MK Kim","year":"2016","unstructured":"Kim MK, Wong SF, Chang Y, Park JH (2016) Determinants of customer loyalty in the korean smartphone market: moderating effects of usage characteristics. Telemat Inform 33(4):1\u201331","journal-title":"Telemat Inform"},{"key":"318_CR41","doi-asserted-by":"crossref","first-page":"887","DOI":"10.1016\/j.chb.2009.03.003","volume":"25","author":"Y Kuo","year":"2009","unstructured":"Kuo Y, Wu C, Deng W (2009) The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Comput Hum Behav 25:887\u2013896","journal-title":"Comput Hum Behav"},{"key":"318_CR42","unstructured":"KT Economics & Management Lab (2015) Mobile trend, first half of 2015"},{"key":"318_CR43","doi-asserted-by":"crossref","first-page":"239","DOI":"10.1086\/499702","volume":"102","author":"L Mare Le","year":"2000","unstructured":"Le Mare L, Sohbat E (2000) Canadian students\u2019 perceptions of teacher characteristics that support or inhibit help seeking. Elem School J 102:239\u2013253","journal-title":"Elem School J"},{"key":"318_CR44","doi-asserted-by":"crossref","first-page":"308","DOI":"10.1016\/j.tele.2013.06.001","volume":"31","author":"SY Lee","year":"2014","unstructured":"Lee SY (2014) Examining the factors that influence early adopters\u2019 smartphone adoption: the case of college students. Telemat Inform 31:308\u2013318","journal-title":"Telemat Inform"},{"issue":"2","key":"318_CR45","doi-asserted-by":"crossref","first-page":"235","DOI":"10.1007\/s10257-012-0200-1","volume":"11","author":"J Lee","year":"2013","unstructured":"Lee J, Park MC (2013) Factors affecting the smartphone users to use the mobile portal services: focusing on Korean mobile portals. IseB 11(2):235\u2013252","journal-title":"IseB"},{"issue":"2","key":"318_CR46","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1007\/s10257-014-0255-2","volume":"13","author":"D Leyton","year":"2015","unstructured":"Leyton D, Pino JA, Ochoa SF (2015) EBTAM: technology acceptance in e-Business environments. IseB 13(2):1\u201324","journal-title":"IseB"},{"key":"318_CR47","doi-asserted-by":"crossref","first-page":"1161","DOI":"10.1016\/j.jbusres.2012.03.012","volume":"66","author":"D Liang","year":"2013","unstructured":"Liang D, Ma Z, Qi L (2013) Service quality and customer switching behavior in China\u2019s mobile phone service sector. J Bus Res 66:1161\u20131167","journal-title":"J Bus Res"},{"key":"318_CR48","doi-asserted-by":"crossref","first-page":"160","DOI":"10.1057\/jit.2008.35","volume":"24","author":"JP Maicas","year":"2009","unstructured":"Maicas JP, Polo Y, Sese FJ (2009) The role of (personal) network effects and switching costs in determining mobile users\u2019 choice. J Inf Technol 24:160\u2013171","journal-title":"J Inf Technol"},{"key":"318_CR51","doi-asserted-by":"crossref","first-page":"820","DOI":"10.1016\/j.ijpe.2008.04.003","volume":"114","author":"M Mellat-Parast","year":"2008","unstructured":"Mellat-Parast M, Digman LA (2008) Learning: the interface of quality management and strategic alliances. Int J Prod Econ 114:820\u2013829","journal-title":"Int J Prod Econ"},{"key":"318_CR52","doi-asserted-by":"crossref","first-page":"33","DOI":"10.2307\/1251801","volume":"62","author":"V Mittal","year":"1998","unstructured":"Mittal V, Ross WT Jr, Baldasare PM (1998) The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. J Mark 62:33\u201347","journal-title":"J Mark"},{"key":"318_CR53","volume-title":"Marketing management: a strategic decision-making approach","author":"J Mullins","year":"2012","unstructured":"Mullins J, Walker OC (2012) Marketing management: a strategic decision-making approach, 8th edn. McGraw-Hill, New York","edition":"8"},{"key":"318_CR300","doi-asserted-by":"publisher","DOI":"10.1007\/s10257-015-0283-6","author":"MJ Noh","year":"2015","unstructured":"Noh MJ, Lee KT (2015) An analysis of the relationship between quality and user acceptance in smartphone apps. Inf Syst E Bus Manage. doi:\n                        10.1007\/s10257-015-0283-6","journal-title":"Inf Syst E Bus Manage"},{"key":"318_CR54","doi-asserted-by":"crossref","first-page":"33","DOI":"10.2307\/1252099","volume":"63","author":"RL Oliver","year":"1999","unstructured":"Oliver RL (1999) Whence customer loyalty? J Mark 63:33\u201344","journal-title":"J Mark"},{"key":"318_CR55","doi-asserted-by":"crossref","first-page":"527","DOI":"10.1057\/palgrave.ejis.3000652","volume":"15","author":"S Otim","year":"2006","unstructured":"Otim S, Grover V (2006) An empirical study on web-based services and customer loyalty. Eur J Inf Syst 15:527\u2013541","journal-title":"Eur J Inf Syst"},{"key":"318_CR56","first-page":"12","volume":"64","author":"A Parasuraman","year":"1988","unstructured":"Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64:12\u201340","journal-title":"J Retail"},{"key":"318_CR57","first-page":"420","volume":"67","author":"A Parasuraman","year":"1991","unstructured":"Parasuraman A, Berry LL, Zeithaml VA (1991) Refinement and reassessment of SERVQUAL scale. J Retail 67:420\u2013450","journal-title":"J Retail"},{"issue":"4","key":"318_CR58","doi-asserted-by":"crossref","first-page":"274","DOI":"10.1016\/j.ergon.2013.04.005","volume":"43","author":"J Park","year":"2013","unstructured":"Park J, Han SH (2013) Defining user value: a case study of a smartphone. Int J Ind Ergon 43(4):274\u2013282","journal-title":"Int J Ind Ergon"},{"issue":"4","key":"318_CR59","doi-asserted-by":"crossref","first-page":"307","DOI":"10.1016\/j.telpol.2016.01.004","volume":"40","author":"Y Park","year":"2016","unstructured":"Park Y, Koo Y (2016) An empirical analysis of switching cost in the smartphone market in South Korea. Telecommun Policy\u00a040(4):307\u2013318","journal-title":"Telecommun Policy"},{"key":"318_CR60","doi-asserted-by":"crossref","first-page":"1763","DOI":"10.1016\/j.chb.2013.02.008","volume":"29","author":"N Park","year":"2013","unstructured":"Park N, Kim Y, Shon HY, Shim H (2013) Factors influencing smartphone use and dependency in South Korea. Comput Hum Behav 29:1763\u20131770","journal-title":"Comput Hum Behav"},{"key":"318_CR61","doi-asserted-by":"crossref","first-page":"127","DOI":"10.1123\/jtpe.14.2.127","volume":"14","author":"J Parker","year":"1995","unstructured":"Parker J (1995) Secondary teachers\u2019 views of effective teaching in physical education. J Teach Phys Educ 14:127\u2013139","journal-title":"J Teach Phys Educ"},{"key":"318_CR62","doi-asserted-by":"crossref","first-page":"381","DOI":"10.1086\/209405","volume":"21","author":"RA Peterson","year":"1994","unstructured":"Peterson RA (1994) A meta-analysis of Cronbach\u2019s coefficient alpha. J Consum Res 21:381\u2013391","journal-title":"J Consum Res"},{"key":"318_CR63","doi-asserted-by":"crossref","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","volume":"88","author":"PM Podsakoff","year":"2003","unstructured":"Podsakoff PM, MacKenzie SB, Lee J, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88:879\u2013903","journal-title":"J Appl Psychol"},{"key":"318_CR64","first-page":"23","volume":"88","author":"M Pryce-Jones","year":"1992","unstructured":"Pryce-Jones M (1992) Assessing the quality of discharge procedures for elderly people. Health Serv Manag 88:23\u201326","journal-title":"Health Serv Manag"},{"key":"318_CR65","doi-asserted-by":"crossref","first-page":"315","DOI":"10.1016\/j.ijpe.2004.06.055","volume":"96","author":"CJ Robinson","year":"2005","unstructured":"Robinson CJ, Malhotra MK (2005) Defining the concept of supply chain quality management and its relevance to academic and industrial practice. Int J Prod Econ 96:315\u2013337","journal-title":"Int J Prod Econ"},{"key":"318_CR67","doi-asserted-by":"crossref","first-page":"549","DOI":"10.1111\/j.1744-6570.1975.tb01392.x","volume":"28","author":"DP Schwab","year":"1975","unstructured":"Schwab DP, Heneman HG, Decotiis TA (1975) Behaviorally anchored rating scales: a review of the literature. Pers Psychol 28:549\u2013562","journal-title":"Pers Psychol"},{"key":"318_CR68","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1002\/mar.20103","volume":"23","author":"CD Shepherd","year":"2006","unstructured":"Shepherd CD, Gardial SF, Johnson MG, Rentz JO (2006) Cognitive insights into the highly skilled or expert salesperson. Psychol Mark 23:115\u2013138","journal-title":"Psychol Mark"},{"issue":"4","key":"318_CR69","doi-asserted-by":"crossref","first-page":"311","DOI":"10.1016\/j.telpol.2012.01.004","volume":"36","author":"DH Shin","year":"2012","unstructured":"Shin DH (2012) What makes consumers use VoIP over mobile phones? Free riding or consumerization of new service. Telecommun Policy 36(4):311\u2013323","journal-title":"Telecommun Policy"},{"issue":"8","key":"318_CR70","doi-asserted-by":"crossref","first-page":"627","DOI":"10.1016\/j.telpol.2014.10.001","volume":"39","author":"D Shin","year":"2015","unstructured":"Shin D (2015) Effect of the customer experience on satisfaction with smartphones\u2014assessing smart satisfaction index with partial least squares. Telecommun Policy 39(8):627\u2013641","journal-title":"Telecommun Policy"},{"key":"318_CR71","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1016\/S0022-4359(01)00065-3","volume":"78","author":"SS Srinivasan","year":"2002","unstructured":"Srinivasan SS, Andersona R, Ponnavolub K (2002) Customer loyalty in e-commerce: an exploration of its antecedents and consequences. J Retail 78:41\u201350","journal-title":"J Retail"},{"key":"318_CR72","doi-asserted-by":"crossref","first-page":"173","DOI":"10.1207\/s15327906mbr2502_4","volume":"25","author":"JH Steiger","year":"1990","unstructured":"Steiger JH (1990) Structural model evaluation and modification: an interval estimation approach. Multivar Behav Res 25:173\u2013180","journal-title":"Multivar Behav Res"},{"key":"318_CR73","doi-asserted-by":"crossref","first-page":"63","DOI":"10.5328\/JVER25.1.63","volume":"25","author":"WL Stitt-Gohdes","year":"2009","unstructured":"Stitt-Gohdes WL, Lambrecht JJ, Redmann DH (2009) The critical-incident technique in job behavior research. J. Vocat Educ Res 25:63\u201377","journal-title":"J. Vocat Educ Res"},{"key":"318_CR74","doi-asserted-by":"crossref","first-page":"361","DOI":"10.1362\/026725708X306149","volume":"24","author":"T Strandvik","year":"2008","unstructured":"Strandvik T, Holmlund M (2008) How to diagnose business-to-business relationships by mapping negative incidents. J Mark Manag 24:361\u2013381","journal-title":"J Mark Manag"},{"key":"318_CR75","doi-asserted-by":"crossref","first-page":"927","DOI":"10.1080\/0954412997334","volume":"10","author":"RJ Trent","year":"1999","unstructured":"Trent RJ, Monczka RM (1999) Achieving world-class supplier quality. Total Qual Manag 10:927\u2013938","journal-title":"Total Qual Manag"},{"key":"318_CR77","doi-asserted-by":"crossref","first-page":"242","DOI":"10.1016\/j.tele.2009.11.001","volume":"27","author":"H Verkasalo","year":"2010","unstructured":"Verkasalo H, L\u00f3pez-Nicol\u00e1s C, Molina-Castillo FJ, Bouwman H (2010) Analysis of users and non-users of smartphone applications. Telemat Inform 27:242\u2013255","journal-title":"Telemat Inform"},{"key":"318_CR78","doi-asserted-by":"crossref","first-page":"139","DOI":"10.1057\/jit.2009.1","volume":"24","author":"JD Wareham","year":"2009","unstructured":"Wareham JD, Busquets X, Austin RD (2009) Creative, convergent, and social: prospects for mobile computing. J Inf Technol 24:139\u2013143","journal-title":"J Inf Technol"},{"key":"318_CR79","unstructured":"Wen CH, Hilmi MF (2011) Exploring service quality, customer satisfaction and customer loyalty in the Malaysian mobile telecommunication industry. In: 2011 IEEE colloquium on humanities, science and engineering (CHUSER). IEEE, pp 733\u2013738"},{"issue":"3","key":"318_CR80","doi-asserted-by":"crossref","first-page":"245","DOI":"10.1016\/j.ijinfomgt.2015.11.013","volume":"36","author":"CH Yeh","year":"2016","unstructured":"Yeh CH, Wang YS, Yieh K (2016) Predicting smartphone brand loyalty: consumer value and consumer-brand identification perspectives. Int J Inf Manag 36(3):245\u2013257","journal-title":"Int J Inf Manag"},{"key":"318_CR81","doi-asserted-by":"crossref","first-page":"555","DOI":"10.1002\/mar.20627","volume":"30","author":"S Yoon","year":"2013","unstructured":"Yoon S (2013) Do negative consumption experiences hurt manufacturers or retailers? The influence of reasoning style on consumer blame attributions and purchase intention. Psychol Mark 30:555\u2013565","journal-title":"Psychol Mark"},{"key":"318_CR82","doi-asserted-by":"crossref","first-page":"645","DOI":"10.1016\/j.dss.2011.10.022","volume":"52","author":"L Zhao","year":"2012","unstructured":"Zhao L, Lu Y, Zhang L, Chau PYK (2012) Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: an empirical test of a multidimensional model. Decis Support Syst 52:645\u2013656","journal-title":"Decis Support Syst"},{"key":"318_CR83","doi-asserted-by":"crossref","first-page":"1085","DOI":"10.1016\/j.dss.2012.10.034","volume":"54","author":"T Zhou","year":"2013","unstructured":"Zhou T (2013) An empirical examination of continuance intention of mobile payment services. Decis Support Syst 54:1085\u20131091","journal-title":"Decis Support Syst"}],"container-title":["Information Systems and e-Business Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s10257-016-0318-7\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-016-0318-7.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-016-0318-7","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-016-0318-7.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,29]],"date-time":"2019-05-29T11:42:18Z","timestamp":1559130138000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s10257-016-0318-7"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,5,10]]},"references-count":78,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2017,8]]}},"alternative-id":["318"],"URL":"https:\/\/doi.org\/10.1007\/s10257-016-0318-7","relation":{},"ISSN":["1617-9846","1617-9854"],"issn-type":[{"value":"1617-9846","type":"print"},{"value":"1617-9854","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,5,10]]}}}