{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,20]],"date-time":"2026-01-20T16:24:16Z","timestamp":1768926256134,"version":"3.49.0"},"reference-count":114,"publisher":"Springer Science and Business Media LLC","issue":"3","license":[{"start":{"date-parts":[[2023,4,11]],"date-time":"2023-04-11T00:00:00Z","timestamp":1681171200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2023,4,11]],"date-time":"2023-04-11T00:00:00Z","timestamp":1681171200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["J Market Anal"],"published-print":{"date-parts":[[2024,9]]},"DOI":"10.1057\/s41270-023-00222-w","type":"journal-article","created":{"date-parts":[[2023,4,11]],"date-time":"2023-04-11T05:03:23Z","timestamp":1681189403000},"page":"668-686","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":6,"title":["A closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intention"],"prefix":"10.1057","volume":"12","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-0410-6430","authenticated-orcid":false,"given":"Hugo","family":"Ribeiro","sequence":"first","affiliation":[]},{"given":"Bel\u00e9m","family":"Barbosa","sequence":"additional","affiliation":[]},{"given":"Ant\u00f3nio C.","family":"Moreira","sequence":"additional","affiliation":[]},{"given":"Ricardo","family":"Rodrigues","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2023,4,11]]},"reference":[{"issue":"10\u201311","key":"222_CR1","doi-asserted-by":"publisher","first-page":"552","DOI":"10.1016\/j.telpol.2006.09.006","volume":"30","author":"JH Ahn","year":"2006","unstructured":"Ahn, J.H., S.P. Han, and Y.S. Lee. 2006. Customer churn analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry. Telecommunications Policy 30 (10\u201311): 552\u2013568. https:\/\/doi.org\/10.1016\/j.telpol.2006.09.006.","journal-title":"Telecommunications Policy"},{"key":"222_CR2","doi-asserted-by":"publisher","first-page":"290","DOI":"10.1016\/j.jbusres.2018.03.003","volume":"94","author":"A Amin","year":"2019","unstructured":"Amin, A., F. Al-Obeidat, B. Shah, A. Adnan, J. Loo, and S. Anwar. 2019. Customer churn prediction in telecommunication industry using data certainty. Journal of Business Research 94: 290\u2013301. https:\/\/doi.org\/10.1016\/j.jbusres.2018.03.003.","journal-title":"Journal of Business Research"},{"key":"222_CR3","unstructured":"ANACOM. 2021a. Reclama\u00e7\u00f5es sobre servi\u00e7os de comunica\u00e7\u00f5es\u2014Relat\u00f3rio do 3.\u00ba semestre de 2021a. In Autoridade Nacional de Comunica\u00e7\u00f5es."},{"key":"222_CR4","unstructured":"ANACOM. 2021b. Servi\u00e7os de acesso \u00e0 Internet em local fixo\u20143.\u00ba trimestre de 2021b. In Autoridade Nacional de Comunica\u00e7\u00f5es."},{"issue":"3","key":"222_CR5","doi-asserted-by":"publisher","first-page":"232","DOI":"10.6007\/ijarbss.v1i2.35","volume":"1","author":"B Angelova","year":"2011","unstructured":"Angelova, B., and J. Zekiri. 2011. Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences 1 (3): 232.","journal-title":"International Journal of Academic Research in Business and Social Sciences"},{"issue":"2","key":"222_CR6","doi-asserted-by":"publisher","first-page":"224","DOI":"10.1111\/j.1937-5956.2003.tb00502.x","volume":"12","author":"AD Athanassopoulos","year":"2003","unstructured":"Athanassopoulos, A.D., and A. Iliakopoulos. 2003. Modeling customer satisfaction in telecommunications: Assessing the effects of multiple transaction points on the perceived overall performance of the provider. Production and Operations Management 12 (2): 224\u2013245.","journal-title":"Production and Operations Management"},{"issue":"3","key":"222_CR7","first-page":"361","volume":"12","author":"M-P Bayol","year":"2000","unstructured":"Bayol, M.-P., A. de la Foye, C. Tellier, and M. Tenenhaus. 2000. Use of PLS path modelling to estimate the European Consumer Satisfaction Index (ECSI) model. Statistica Applicata 12 (3): 361\u2013375.","journal-title":"Statistica Applicata"},{"issue":"4","key":"222_CR8","doi-asserted-by":"publisher","first-page":"579","DOI":"10.1007\/s11002-014-9293-2","volume":"26","author":"JU Becker","year":"2015","unstructured":"Becker, J.U., M. Spann, and T. Schulze. 2015. Implications of minimum contract durations on customer retention. Marketing Letters 26 (4): 579\u2013592. https:\/\/doi.org\/10.1007\/s11002-014-9293-2.","journal-title":"Marketing Letters"},{"issue":"2","key":"222_CR9","doi-asserted-by":"publisher","first-page":"162","DOI":"10.1108\/09564230010323723","volume":"11","author":"L Bennington","year":"2000","unstructured":"Bennington, L., J. Cummane, and P. Conn. 2000. Customer satisfaction and call centers: An Australian study. International Journal of Service Industry Management 11 (2): 162\u2013173. https:\/\/doi.org\/10.1108\/09564230010323723.","journal-title":"International Journal of Service Industry Management"},{"issue":"2","key":"222_CR10","first-page":"72","volume":"34","author":"MJ Bitner","year":"1994","unstructured":"Bitner, M.J., and A.R. Hubbert. 1994. Encounter satisfaction versus overall satisfaction versus quality. Service Quality: New Directions in Theory and Practice 34 (2): 72\u201394.","journal-title":"Service Quality: New Directions in Theory and Practice"},{"issue":"2","key":"222_CR11","doi-asserted-by":"publisher","first-page":"109","DOI":"10.1177\/0092070302250897","volume":"31","author":"TA Burnham","year":"2003","unstructured":"Burnham, T.A., J.K. Frels, and V. Mahajan. 2003. Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science 31 (2): 109\u2013126. https:\/\/doi.org\/10.1177\/0092070302250897.","journal-title":"Journal of the Academy of Marketing Science"},{"key":"222_CR12","doi-asserted-by":"publisher","first-page":"532","DOI":"10.1016\/j.chb.2015.03.057","volume":"49","author":"C Calvo-Porral","year":"2015","unstructured":"Calvo-Porral, C., and J.P. Levy-Mangin. 2015. Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior 49: 532\u2013540. https:\/\/doi.org\/10.1016\/j.chb.2015.03.057.","journal-title":"Computers in Human Behavior"},{"issue":"5","key":"222_CR13","doi-asserted-by":"publisher","first-page":"717","DOI":"10.1016\/j.tele.2016.08.022","volume":"34","author":"C Calvo-Porral","year":"2017","unstructured":"Calvo-Porral, C., A. Fa\u00ed\u00f1a-Med\u00edn, and M. Nieto-Mengotti. 2017. Satisfaction and switching intention in mobile services: Comparing lock-in and free contracts in the Spanish market. Telematics and Informatics 34 (5): 717\u2013729. https:\/\/doi.org\/10.1016\/j.tele.2016.08.022.","journal-title":"Telematics and Informatics"},{"key":"222_CR14","doi-asserted-by":"publisher","first-page":"23","DOI":"10.15446\/innovar.v27n64.62366","volume":"27","author":"A Carrizo-Moreira","year":"2017","unstructured":"Carrizo-Moreira, A., P.M. Freitas-da Silva, and V.M. Ferreira-Moutinho. 2017. The effects of brand experiences on quality, satisfaction and loyalty: An empirical study in the telecommunications multiple-play service market. Innovar 27: 23\u201336. https:\/\/doi.org\/10.15446\/innovar.v27n64.62366","journal-title":"Innovar"},{"issue":"7\/8","key":"222_CR15","doi-asserted-by":"publisher","first-page":"811","DOI":"10.1108\/03090560210430818","volume":"36","author":"A Caruana","year":"2002","unstructured":"Caruana, A. 2002. Service loyalty\u2014The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing 36 (7\/8): 811\u2013828.","journal-title":"European Journal of Marketing"},{"issue":"3","key":"222_CR16","doi-asserted-by":"publisher","first-page":"256","DOI":"10.1057\/palgrave.jt.5740113","volume":"12","author":"A Caruana","year":"2003","unstructured":"Caruana, A. 2003. The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing 12 (3): 256\u2013268.","journal-title":"Journal of Targeting, Measurement and Analysis for Marketing"},{"issue":"3","key":"222_CR17","doi-asserted-by":"publisher","first-page":"255","DOI":"10.1287\/isre.13.3.255.78","volume":"13","author":"PY Chen","year":"2002","unstructured":"Chen, P.Y., and L.M. Hitt. 2002. Measuring switching costs and the determinants of customer retention in Internet-enabled businesses: A study of the Online brokerage industry. Information Systems Research 13 (3): 255\u2013274. https:\/\/doi.org\/10.1287\/isre.13.3.255.78.","journal-title":"Information Systems Research"},{"issue":"4","key":"222_CR18","doi-asserted-by":"publisher","first-page":"323","DOI":"10.1002\/mar.10076","volume":"20","author":"Z Chen","year":"2003","unstructured":"Chen, Z., and A.J. Dubinsky. 2003. A conceptual model of perceived customer value in e-commerce: A preliminary investigation. Psychology & Marketing 20 (4): 323\u2013347. https:\/\/doi.org\/10.1002\/mar.10076.","journal-title":"Psychology & Marketing"},{"issue":"3","key":"222_CR19","doi-asserted-by":"publisher","first-page":"313","DOI":"10.1177\/147078530704900305","volume":"49","author":"PS Coelho","year":"2007","unstructured":"Coelho, P.S., and S.P. Esteves. 2007. The choice between a five-point and a ten-point scale in the framework of customer satisfaction measurement. International Journal of Market Research 49 (3): 313\u2013339.","journal-title":"International Journal of Market Research"},{"key":"222_CR20","unstructured":"Committee, E. T. 1998. European customer satisfaction index: foundation and structure for harmonized national pilot projects. Report prepared for the ECSI Steering Committee."},{"issue":"2","key":"222_CR21","doi-asserted-by":"publisher","first-page":"193","DOI":"10.1016\/S0022-4359(00)00028-2","volume":"76","author":"JJ Cronin","year":"2000","unstructured":"Cronin, J.J., M.K. Brady, and G.T.M. Hult. 2000. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 76 (2): 193\u2013218.","journal-title":"Journal of Retailing"},{"key":"222_CR22","doi-asserted-by":"publisher","first-page":"465","DOI":"10.1016\/j.sbspro.2014.04.213","volume":"133","author":"V Dani","year":"2014","unstructured":"Dani, V. 2014. Measuring customer satisfaction for F&B chains in Pune using ACSI Model. Procedia-Social and Behavioral Sciences 133: 465\u2013472.","journal-title":"Procedia-Social and Behavioral Sciences"},{"issue":"5","key":"222_CR23","doi-asserted-by":"publisher","first-page":"530","DOI":"10.1002\/smj.825","volume":"31","author":"G Davies","year":"2010","unstructured":"Davies, G., R. Chun, and M.A. Kamins. 2010. Reputation gaps and the performance of service organizations. Strategic Management Journal 31 (5): 530\u2013546. https:\/\/doi.org\/10.1002\/smj.825.","journal-title":"Strategic Management Journal"},{"issue":"5","key":"222_CR24","doi-asserted-by":"publisher","first-page":"793","DOI":"10.1287\/mksc.2018.1099","volume":"37","author":"MG de Matos","year":"2018","unstructured":"de Matos, M.G., P. Ferreira, and R. Belo. 2018. Target the ego or target the group: Evidence from a randomized experiment in proactive churn management. Marketing Science 37 (5): 793\u2013811. https:\/\/doi.org\/10.1287\/mksc.2018.1099.","journal-title":"Marketing Science"},{"issue":"2","key":"222_CR25","first-page":"488","volume":"20","author":"D de Souza Bido","year":"2019","unstructured":"de Souza Bido, D., and D. da Silva. 2019. SmartPLS 3: especifica\u00e7\u00e3o, estima\u00e7\u00e3o, avalia\u00e7\u00e3o e relato. Administra\u00e7\u00e3o: Ensino e Pesquisa 20 (2): 488\u2013536.","journal-title":"Administra\u00e7\u00e3o: Ensino e Pesquisa"},{"issue":"1","key":"222_CR26","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1080\/10580530.2020.1696526","volume":"37","author":"BL Dey","year":"2020","unstructured":"Dey, B.L., W. Al-Karaghouli, S. Minov, M.M. Babu, A. Ayios, S.S. Mahammad, and B. Binsardi. 2020. The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market. Information Systems Management 37 (1): 2\u201315. https:\/\/doi.org\/10.1080\/10580530.2020.1696526.","journal-title":"Information Systems Management"},{"issue":"7","key":"222_CR27","doi-asserted-by":"publisher","first-page":"S917","DOI":"10.1080\/09544120050135461","volume":"11","author":"B Edvardsson","year":"2000","unstructured":"Edvardsson, B., M.D. Johnson, A. Gustafsson, and T. Strandvik. 2000. The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management 11 (7): S917\u2013S927.","journal-title":"Total Quality Management"},{"key":"222_CR28","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1108\/13555851111143240","volume":"23","author":"M Edward","year":"2011","unstructured":"Edward, M., and S. Sahadev. 2011. Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics 23: 327.","journal-title":"Asia Pacific Journal of Marketing and Logistics"},{"issue":"2","key":"222_CR29","doi-asserted-by":"publisher","first-page":"93","DOI":"10.1016\/j.telpol.2006.12.005","volume":"31","author":"A Eshghi","year":"2007","unstructured":"Eshghi, A., D. Haughton, and H. Topi. 2007. Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications Policy 31 (2): 93\u2013106. https:\/\/doi.org\/10.1016\/j.telpol.2006.12.005.","journal-title":"Telecommunications Policy"},{"issue":"2","key":"222_CR30","first-page":"208","volume":"66","author":"S Eurico","year":"2018","unstructured":"Eurico, S., P. Pinto, J.A. Silva, and C. Marques. 2018. The ECSI model in higher education in tourism: A segmentation analysis in the Portuguese case. Tourism 66 (2): 208\u2013226.","journal-title":"Tourism"},{"issue":"1","key":"222_CR31","doi-asserted-by":"publisher","first-page":"6","DOI":"10.1177\/002224299205600103","volume":"56","author":"C Fornell","year":"1992","unstructured":"Fornell, C. 1992. A national customer satisfaction barometer\u2014The Swedish experience. Journal of Marketing 56 (1): 6\u201321.","journal-title":"Journal of Marketing"},{"issue":"1","key":"222_CR32","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1177\/002224378101800104","volume":"18","author":"C Fornell","year":"1981","unstructured":"Fornell, C., and D.F. Larcker. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 (1): 39\u201350.","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"222_CR33","doi-asserted-by":"publisher","first-page":"7","DOI":"10.1177\/002224299606000403","volume":"60","author":"C Fornell","year":"1996","unstructured":"Fornell, C., M.D. Johnson, E.W. Anderson, J.S. Cha, and B.E. Bryant. 1996. The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing 60 (4): 7\u201318.","journal-title":"Journal of Marketing"},{"key":"222_CR34","doi-asserted-by":"publisher","first-page":"271","DOI":"10.1016\/j.ijhm.2018.05.016","volume":"76","author":"P Foroudi","year":"2019","unstructured":"Foroudi, P. 2019. Influence of brand signature, brand awareness, brand attitude, brand reputation on hotel industry\u2019s brand performance. International Journal of Hospitality Management 76: 271\u2013285. https:\/\/doi.org\/10.1016\/j.ijhm.2018.05.016.","journal-title":"International Journal of Hospitality Management"},{"key":"222_CR35","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-022-00898-z","author":"L Gao","year":"2022","unstructured":"Gao, L., E. de Haan, I. Melero-Polo, and F.J. Sese. 2022. Winning your customers\u2019 minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention. Journal of the Academy of Marketing Science. https:\/\/doi.org\/10.1007\/s11747-022-00898-z.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"5","key":"222_CR36","doi-asserted-by":"publisher","first-page":"426","DOI":"10.1016\/j.telpol.2018.12.001","volume":"43","author":"B Garcia-Marinoso","year":"2019","unstructured":"Garcia-Marinoso, B., and D. Suarez. 2019. Switching mobile operators: Evidence about consumers\u2019 behavior from a longitudinal survey. Telecommunications Policy 43 (5): 426\u2013433. https:\/\/doi.org\/10.1016\/j.telpol.2018.12.001.","journal-title":"Telecommunications Policy"},{"issue":"1","key":"222_CR37","doi-asserted-by":"publisher","first-page":"7","DOI":"10.1177\/0149206304271375","volume":"31","author":"M Groth","year":"2005","unstructured":"Groth, M. 2005. Customers as good soldiers: Examining citizenship behaviors in Internet service deliveries. Journal of Management 31 (1): 7\u201327. https:\/\/doi.org\/10.1177\/0149206304271375.","journal-title":"Journal of Management"},{"issue":"10","key":"222_CR38","doi-asserted-by":"publisher","first-page":"2902","DOI":"10.1016\/j.cor.2005.11.007","volume":"34","author":"J Hadden","year":"2007","unstructured":"Hadden, J., A. Tiwari, R. Roy, and D. Ruta. 2007. Computer assisted customer churn management: State-of-the-art and future trends. Computers & Operations Research 34 (10): 2902\u20132917. https:\/\/doi.org\/10.1016\/j.cor.2005.11.007.","journal-title":"Computers & Operations Research"},{"key":"222_CR39","volume-title":"Multivariate data analysis","author":"JF Hair","year":"1998","unstructured":"Hair, J.F., R.E. Anderson, R.L. Tatham, and W.C. Black. 1998. Multivariate data analysis. Upper Saddle River, NJ: Prentice Hall."},{"key":"222_CR40","volume-title":"An\u00e1lise multivariada de dados","author":"JF Hair","year":"2005","unstructured":"Hair, J.F., R.E. Anderson, R.L. Thatam, and W.C. Black. 2005. An\u00e1lise multivariada de dados. Porto Alegre: Prentice Hall."},{"issue":"3","key":"222_CR41","doi-asserted-by":"publisher","first-page":"414","DOI":"10.1007\/s11747-011-0261-6","volume":"40","author":"JF Hair","year":"2012","unstructured":"Hair, J.F., M. Sarstedt, C.M. Ringle, and J.A. Mena. 2012. An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science 40 (3): 414\u2013433. https:\/\/doi.org\/10.1007\/s11747-011-0261-6.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"3","key":"222_CR42","doi-asserted-by":"publisher","first-page":"303","DOI":"10.1177\/1096348012436381","volume":"37","author":"H Han","year":"2013","unstructured":"Han, H., and S.S. Hyun. 2013. Image congruence and relationship quality in predicting switching intention: Conspicuousness of product use as a moderator variable. Journal of Hospitality & Tourism Research 37 (3): 303\u2013329. https:\/\/doi.org\/10.1177\/1096348012436381.","journal-title":"Journal of Hospitality & Tourism Research"},{"issue":"2","key":"222_CR43","doi-asserted-by":"publisher","first-page":"169","DOI":"10.21002\/seam.v15i2.13336","volume":"15","author":"LN Hanifati","year":"2021","unstructured":"Hanifati, L.N., and I. Salehudin. 2021. The effect of perceived product quality, brand personality, and loyalty on brand switching intention of technological products. South East Asian Journal of Management 15 (2): 169\u2013187. https:\/\/doi.org\/10.21002\/seam.v15i2.13336.","journal-title":"South East Asian Journal of Management"},{"key":"222_CR44","doi-asserted-by":"publisher","first-page":"1762","DOI":"10.1108\/03090560310495456","volume":"37","author":"PK Hellier","year":"2003","unstructured":"Hellier, P.K., G.M. Geursen, R.A. Carr, and J.A. Rickard. 2003. Customer repurchase intention: A general structural equation model. European Journal of Marketing 37: 1762.","journal-title":"European Journal of Marketing"},{"key":"222_CR45","doi-asserted-by":"crossref","unstructured":"Henseler, J., C.M. Ringle, and R.R. Sinkovics. 2009. The use of partial least squares path modeling in international marketing. InNew challenges to international marketing. Emerald Group Publishing Limited","DOI":"10.1108\/S1474-7979(2009)0000020014"},{"key":"222_CR46","doi-asserted-by":"publisher","first-page":"385","DOI":"10.1108\/08876040810889157","volume":"22","author":"RL Hess","year":"2008","unstructured":"Hess, R.L. 2008. The impact of firm reputation and failure severity on customers\u2019 responses to service failures. Journal of Services Marketing 22: 385.","journal-title":"Journal of Services Marketing"},{"key":"222_CR47","doi-asserted-by":"publisher","first-page":"107","DOI":"10.1016\/j.jretconser.2014.12.010","volume":"23","author":"EE Izogo","year":"2015","unstructured":"Izogo, E.E. 2015. Determinants of attitudinal loyalty in Nigerian telecom service sector: Does commitment play a mediating role? Journal of Retailing and Consumer Services 23: 107\u2013117. https:\/\/doi.org\/10.1016\/j.jretconser.2014.12.010.","journal-title":"Journal of Retailing and Consumer Services"},{"key":"222_CR48","doi-asserted-by":"publisher","first-page":"405","DOI":"10.1108\/09604520810885635","volume":"18","author":"AK Jaiswal","year":"2008","unstructured":"Jaiswal, A.K. 2008. Customer satisfaction and service quality measurement in Indian call centres. Managing Service Quality: an International Journal 18: 405.","journal-title":"Managing Service Quality: an International Journal"},{"issue":"2","key":"222_CR49","doi-asserted-by":"publisher","first-page":"301","DOI":"10.1007\/s11628-015-0269-y","volume":"10","author":"L Jiang","year":"2016","unstructured":"Jiang, L., M. Jun, and Z.L. Yang. 2016. Customer-perceived value and loyalty: How do key service quality dimensions matter in the context of B2C e-commerce? Service Business 10 (2): 301\u2013317. https:\/\/doi.org\/10.1007\/s11628-015-0269-y.","journal-title":"Service Business"},{"key":"222_CR50","volume-title":"Higher profits through customer lock-in","author":"B Joachim","year":"2004","unstructured":"Joachim, B. 2004. Higher profits through customer lock-in. Mason: South Western Educational Publishing."},{"issue":"4","key":"222_CR51","doi-asserted-by":"publisher","first-page":"695","DOI":"10.1086\/209428","volume":"21","author":"MD Johnson","year":"1995","unstructured":"Johnson, M.D., E.W. Anderson, and C. Fornell. 1995. Rational and adaptive performance expectations in a customer. Journal of Consumer Research 21 (4): 695\u2013707.","journal-title":"Journal of Consumer Research"},{"issue":"2","key":"222_CR52","doi-asserted-by":"publisher","first-page":"267","DOI":"10.1016\/0167-4870(91)90016-M","volume":"12","author":"MD Johnson","year":"1991","unstructured":"Johnson, M.D., and C. Fornell. 1991. A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology 12 (2): 267\u2013286.","journal-title":"Journal of Economic Psychology"},{"issue":"2","key":"222_CR53","doi-asserted-by":"publisher","first-page":"259","DOI":"10.1016\/s0022-4359(00)00024-5","volume":"76","author":"MA Jones","year":"2000","unstructured":"Jones, M.A., D.L. Mothersbaugh, and S.E. Beatty. 2000. Switching barriers and repurchase intentions in services. Journal of Retailing 76 (2): 259\u2013274. https:\/\/doi.org\/10.1016\/s0022-4359(00)00024-5.","journal-title":"Journal of Retailing"},{"issue":"2","key":"222_CR54","doi-asserted-by":"publisher","first-page":"147","DOI":"10.1108\/08876040010371555","volume":"14","author":"MA Jones","year":"2000","unstructured":"Jones, M.A., and J. Suh. 2000a. Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing 14 (2): 147\u2013159. https:\/\/doi.org\/10.1108\/08876040010371555.","journal-title":"Journal of Services Marketing"},{"key":"222_CR55","doi-asserted-by":"publisher","first-page":"147","DOI":"10.1108\/08876040010371555","volume":"14","author":"MA Jones","year":"2000","unstructured":"Jones, M.A., and J. Suh. 2000b. Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing 14: 147.","journal-title":"Journal of Services Marketing"},{"issue":"6","key":"222_CR56","doi-asserted-by":"publisher","first-page":"746","DOI":"10.1504\/ijmc.2019.102725","volume":"17","author":"C Kalburan","year":"2019","unstructured":"Kalburan, C., S.B. Hasiloglu, and A. Bardakci. 2019. Does a difference in the number of response categories change the results for ACSI in the mobile phone sector? International Journal of Mobile Communications 17 (6): 746\u2013759. https:\/\/doi.org\/10.1504\/ijmc.2019.102725.","journal-title":"International Journal of Mobile Communications"},{"issue":"2","key":"222_CR57","doi-asserted-by":"publisher","first-page":"71","DOI":"10.2307\/1252074","volume":"59","author":"SM Keaveney","year":"1995","unstructured":"Keaveney, S.M. 1995. Customer switching behavior in-service industries\u2014An exploratory-study. Journal of Marketing 59 (2): 71\u201382. https:\/\/doi.org\/10.2307\/1252074.","journal-title":"Journal of Marketing"},{"issue":"3","key":"222_CR58","doi-asserted-by":"publisher","first-page":"310","DOI":"10.1108\/josm-08-2012-0163","volume":"25","author":"TL Keiningham","year":"2014","unstructured":"Keiningham, T.L., L. Aksoy, E.C. Malthouse, B. Lariviere, and A. Buoye. 2014. The cumulative effect of satisfaction with discrete transactions on share of wallet. Journal of Service Management 25 (3): 310\u2013333. https:\/\/doi.org\/10.1108\/josm-08-2012-0163.","journal-title":"Journal of Service Management"},{"issue":"4","key":"222_CR59","doi-asserted-by":"publisher","first-page":"344","DOI":"10.1016\/j.telpol.2011.02.009","volume":"35","author":"A Keramati","year":"2011","unstructured":"Keramati, A., and S.M.S. Ardabili. 2011. Churn analysis for an Iranian mobile operator. Telecommunications Policy 35 (4): 344\u2013356. https:\/\/doi.org\/10.1016\/j.telpol.2011.02.009.","journal-title":"Telecommunications Policy"},{"issue":"9\u201310","key":"222_CR60","doi-asserted-by":"publisher","first-page":"751","DOI":"10.1016\/j.telpol.2004.05.013","volume":"28","author":"HS Kim","year":"2004","unstructured":"Kim, H.S., and C.H. Yoon. 2004. Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications Policy 28 (9\u201310): 751\u2013765. https:\/\/doi.org\/10.1016\/j.telpol.2004.05.013.","journal-title":"Telecommunications Policy"},{"issue":"2","key":"222_CR61","doi-asserted-by":"publisher","first-page":"375","DOI":"10.2307\/1885068","volume":"102","author":"P Klemperer","year":"1987","unstructured":"Klemperer, P. 1987. Markets with consumer switching costs. Quarterly Journal of Economics 102 (2): 375\u2013394. https:\/\/doi.org\/10.2307\/1885068.","journal-title":"Quarterly Journal of Economics"},{"issue":"4","key":"222_CR62","doi-asserted-by":"publisher","first-page":"515","DOI":"10.2307\/2298075","volume":"62","author":"P Klemperer","year":"1995","unstructured":"Klemperer, P. 1995. Competition when consumers have switching costs\u2014An overview with applications to industrial-organization, macroeconomics and International-Trade. Review of Economic Studies 62 (4): 515\u2013539. https:\/\/doi.org\/10.2307\/2298075.","journal-title":"Review of Economic Studies"},{"key":"222_CR63","volume-title":"Research methodology: Methods and techniques","author":"CR Kothari","year":"2004","unstructured":"Kothari, C.R. 2004. Research methodology: Methods and techniques. New Delhi: New Age International."},{"issue":"9","key":"222_CR64","first-page":"99","volume":"8","author":"DP Kumar","year":"2017","unstructured":"Kumar, D.P., K. Rajyalakshmi, and S.S. Asadi. 2017. Analysis of mobile technology switching behavior of consumer using chi-square technique: A model study from Hyderabad. International Journal of Civil Engineering and Technology 8 (9): 99\u2013109.","journal-title":"International Journal of Civil Engineering and Technology"},{"issue":"2","key":"222_CR65","doi-asserted-by":"publisher","first-page":"208","DOI":"10.1509\/jmr.16.0623","volume":"55","author":"V Kumar","year":"2018","unstructured":"Kumar, V., A. Leszkiewicz, and A. Herbst. 2018. Are you back for good or still shopping around? Investigating customers\u2019 repeat churn behavior. Journal of Marketing Research 55 (2): 208\u2013225. https:\/\/doi.org\/10.1509\/jmr.16.0623.","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"222_CR66","doi-asserted-by":"publisher","first-page":"887","DOI":"10.1016\/j.chb.2009.03.003","volume":"25","author":"YF Kuo","year":"2009","unstructured":"Kuo, Y.F., C.M. Wu, and W.J. Deng. 2009. The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior 25 (4): 887\u2013896. https:\/\/doi.org\/10.1016\/j.chb.2009.03.003.","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"222_CR67","doi-asserted-by":"publisher","first-page":"219","DOI":"10.3233\/hsm-190564","volume":"39","author":"A Kusumawati","year":"2020","unstructured":"Kusumawati, A., and K.S. Rahayu. 2020. The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. Human Systems Management 39 (2): 219\u2013232. https:\/\/doi.org\/10.3233\/hsm-190564.","journal-title":"Human Systems Management"},{"issue":"2","key":"222_CR68","doi-asserted-by":"publisher","first-page":"171","DOI":"10.5585\/iji.v5i2.154","volume":"5","author":"DA Kyei","year":"2017","unstructured":"Kyei, D.A., and A.T.M. Bayoh. 2017. Innovation and customer retention in the Ghanaian telecommunication industry. International Journal of Innovation 5 (2): 171\u2013183. https:\/\/doi.org\/10.5585\/iji.v5i2.154.","journal-title":"International Journal of Innovation"},{"issue":"3","key":"222_CR69","doi-asserted-by":"publisher","first-page":"303","DOI":"10.1007\/s11151-016-9532-1","volume":"50","author":"S Lee","year":"2017","unstructured":"Lee, S. 2017. Does bundling decrease the probability of switching telecommunications service providers? Review of Industrial Organization 50 (3): 303\u2013322. https:\/\/doi.org\/10.1007\/s11151-016-9532-1.","journal-title":"Review of Industrial Organization"},{"issue":"6","key":"222_CR70","doi-asserted-by":"publisher","first-page":"69","DOI":"10.1509\/jm.15.0420","volume":"80","author":"KN Lemon","year":"2016","unstructured":"Lemon, K.N., and P.C. Verhoef. 2016. Understanding customer experience throughout the customer journey. Journal of Marketing 80 (6): 69\u201396. https:\/\/doi.org\/10.1509\/jm.15.0420.","journal-title":"Journal of Marketing"},{"key":"222_CR71","doi-asserted-by":"publisher","first-page":"30","DOI":"10.1108\/08858620610643157","volume":"21","author":"AH Liu","year":"2006","unstructured":"Liu, A.H. 2006. Customer value and switching costs in business services: Developing exit barriers through strategic value management. Journal of Business & Industrial Marketing 21: 30.","journal-title":"Journal of Business & Industrial Marketing"},{"issue":"3","key":"222_CR72","doi-asserted-by":"publisher","first-page":"575","DOI":"10.1016\/j.ijhm.2010.10.007","volume":"30","author":"SMC Loureiro","year":"2011","unstructured":"Loureiro, S.M.C., and E. Kastenholz. 2011. Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management 30 (3): 575\u2013583. https:\/\/doi.org\/10.1016\/j.ijhm.2010.10.007.","journal-title":"International Journal of Hospitality Management"},{"key":"222_CR73","doi-asserted-by":"publisher","first-page":"172","DOI":"10.1016\/j.jclepro.2012.07.003","volume":"37","author":"SMC Loureiro","year":"2012","unstructured":"Loureiro, S.M.C., I.M.D. Sardinha, and L. Reijnders. 2012. The effect of corporate social responsibility on consumer satisfaction and perceived value: The case of the automobile industry sector in Portugal. Journal of Cleaner Production 37: 172\u2013178. https:\/\/doi.org\/10.1016\/j.jclepro.2012.07.003.","journal-title":"Journal of Cleaner Production"},{"key":"222_CR74","doi-asserted-by":"publisher","DOI":"10.1016\/j.heliyon.2018.e00618","author":"PD Lunn","year":"2018","unstructured":"Lunn, P.D., and S. Lyons. 2018. Consumer switching intentions for telecoms services: Evidence from Ireland. Heliyon. https:\/\/doi.org\/10.1016\/j.heliyon.2018.e00618.","journal-title":"Heliyon"},{"issue":"2","key":"222_CR75","doi-asserted-by":"publisher","first-page":"122","DOI":"10.1504\/IJDATS.2017.085898","volume":"9","author":"V Mahajan","year":"2017","unstructured":"Mahajan, V., R. Misra, and R. Mahajan. 2017. Review on factors affecting customer churn in telecom sector. International Journal of Data Analysis Techniques and Strategies 9 (2): 122\u2013144. https:\/\/doi.org\/10.1504\/IJDATS.2017.085898.","journal-title":"International Journal of Data Analysis Techniques and Strategies"},{"issue":"2","key":"222_CR76","doi-asserted-by":"publisher","first-page":"142","DOI":"10.1108\/sajbs-06-2016-0049","volume":"6","author":"M Mannan","year":"2017","unstructured":"Mannan, M., M.F. Mohiuddin, N. Chowdhury, and P. Sarker. 2017. Customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in Bangladesh mobile telecommunications market. South Asian Journal of Business Studies 6 (2): 142\u2013160. https:\/\/doi.org\/10.1108\/sajbs-06-2016-0049.","journal-title":"South Asian Journal of Business Studies"},{"issue":"3","key":"222_CR77","doi-asserted-by":"publisher","first-page":"239","DOI":"10.1590\/S1807-76922013000300002","volume":"10","author":"RC Martins","year":"2013","unstructured":"Martins, R.C., L.F. Hor-Meyll, and J.B. Ferreira. 2013. Factors affecting mobile users\u2019 switching intentions: A comparative study between the Brazilian and German markets. BAR\u2014Brazilian Administration Review 10 (3): 239\u2013262. https:\/\/doi.org\/10.1590\/S1807-76922013000300002.","journal-title":"BAR\u2014Brazilian Administration Review"},{"key":"222_CR78","doi-asserted-by":"publisher","first-page":"117","DOI":"10.1108\/JOSM-04-2014-0101","volume":"26","author":"K Matzler","year":"2015","unstructured":"Matzler, K., A. Strobl, N. Thurner, and J. F\u00fcller. 2015. Switching experience, customer satisfaction, and switching costs in the ICT industry. Journal of Service Management 26: 117.","journal-title":"Journal of Service Management"},{"key":"222_CR79","doi-asserted-by":"publisher","DOI":"10.21272\/mmi.2019.4-09","author":"R Mbarek","year":"2019","unstructured":"Mbarek, R., and Y. Baeshen. 2019. Telecommunications customer churn and loyalty intention. Marketing and Management of Innovations. https:\/\/doi.org\/10.21272\/mmi.2019.4-09.","journal-title":"Marketing and Management of Innovations"},{"issue":"2","key":"222_CR80","first-page":"116","volume":"85","author":"C Meyer","year":"2007","unstructured":"Meyer, C., and A. Schwager. 2007. Understanding customer experience. Harvard Business Review 85 (2): 116.","journal-title":"Harvard Business Review"},{"issue":"15\u201316","key":"222_CR81","doi-asserted-by":"publisher","first-page":"1067","DOI":"10.1080\/02642069.2018.1428955","volume":"38","author":"SM Mosavi","year":"2018","unstructured":"Mosavi, S.M., M.S. Sangari, and A. Keramati. 2018. An integrative framework for customer switching behavior. Service Industries Journal 38 (15\u201316): 1067\u20131094. https:\/\/doi.org\/10.1080\/02642069.2018.1428955.","journal-title":"Service Industries Journal"},{"key":"222_CR82","doi-asserted-by":"publisher","DOI":"10.1057\/s41270-022-00186-3","author":"F Oechsle","year":"2022","unstructured":"Oechsle, F. 2022. Increasing the robustness of uplift modeling using additional splits and diversified leaf select. Journal of Marketing Analytics. https:\/\/doi.org\/10.1057\/s41270-022-00186-3.","journal-title":"Journal of Marketing Analytics"},{"issue":"3","key":"222_CR83","doi-asserted-by":"publisher","first-page":"372","DOI":"10.1086\/209223","volume":"16","author":"RL Oliver","year":"1989","unstructured":"Oliver, R.L., and J.E. Swan. 1989. Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research 16 (3): 372\u2013383.","journal-title":"Journal of Consumer Research"},{"issue":"1","key":"222_CR84","doi-asserted-by":"publisher","first-page":"19","DOI":"10.1177\/002224377200900105","volume":"9","author":"RW Olshavsk","year":"1972","unstructured":"Olshavsk, R.W., and J.A. Miller. 1972. Consumer expectations, product performance, and perceived product quality. Journal of Marketing Research 9 (1): 19\u201321.","journal-title":"Journal of Marketing Research"},{"issue":"6","key":"222_CR85","doi-asserted-by":"publisher","first-page":"447","DOI":"10.1080\/0965254x.2015.1011205","volume":"24","author":"W Ozuem","year":"2016","unstructured":"Ozuem, W., T. Thomas, and G. Lancaster. 2016. The influence of customer loyalty on small island economies: An empirical and exploratory study. Journal of Strategic Marketing 24 (6): 447\u2013469. https:\/\/doi.org\/10.1080\/0965254x.2015.1011205.","journal-title":"Journal of Strategic Marketing"},{"issue":"1","key":"222_CR86","doi-asserted-by":"publisher","first-page":"111","DOI":"10.1177\/002224299405800109","volume":"58","author":"A Parasuraman","year":"1994","unstructured":"Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1994. Reassessment of expectations as a comparison standard in measuring service quality\u2014Implications for further research. Journal of Marketing 58 (1): 111\u2013124.","journal-title":"Journal of Marketing"},{"issue":"4","key":"222_CR87","doi-asserted-by":"publisher","first-page":"839","DOI":"10.1111\/jems.12073","volume":"23","author":"J Prince","year":"2014","unstructured":"Prince, J., and S. Greenstein. 2014. Does service bundling reduce churn? Journal of Economics & Management Strategy 23 (4): 839\u2013875. https:\/\/doi.org\/10.1111\/jems.12073.","journal-title":"Journal of Economics & Management Strategy"},{"issue":"4","key":"222_CR88","doi-asserted-by":"publisher","first-page":"1087","DOI":"10.1108\/apjml-06-2017-0121","volume":"30","author":"F Quoquab","year":"2018","unstructured":"Quoquab, F., J. Mohammad, N.M. Yasin, and N.L. Abdullah. 2018. Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach. Asia Pacific Journal of Marketing and Logistics 30 (4): 1087\u20131111. https:\/\/doi.org\/10.1108\/apjml-06-2017-0121.","journal-title":"Asia Pacific Journal of Marketing and Logistics"},{"issue":"2","key":"222_CR89","first-page":"56","volume":"74","author":"FF Reichheld","year":"1996","unstructured":"Reichheld, F.F. 1996. Learning from customer defections. Harvard Business Review 74 (2): 56\u201367.","journal-title":"Harvard Business Review"},{"issue":"1","key":"222_CR90","doi-asserted-by":"publisher","first-page":"23","DOI":"10.1016\/j.iedeen.2016.07.003","volume":"23","author":"MA Revilla-Camacho","year":"2017","unstructured":"Revilla-Camacho, M.A., F.J. Cossio-Silva, and B. Palacios-Florencio. 2017. Corporate responsibility under the ECSI model: An application in the hotel sector. European Research on Management and Business Economics 23 (1): 23\u201332. https:\/\/doi.org\/10.1016\/j.iedeen.2016.07.003.","journal-title":"European Research on Management and Business Economics"},{"key":"222_CR91","unstructured":"Ringle, C. M., S. Wende, and J.-M. Becker. 2015. SmartPLS 3. Boenningstedt: SmartPLS GmbH, 584."},{"issue":"2","key":"222_CR92","doi-asserted-by":"publisher","first-page":"341","DOI":"10.1016\/j.jbusres.2014.06.024","volume":"68","author":"SP Saeidi","year":"2015","unstructured":"Saeidi, S.P., S. Sofian, P. Saeidi, and S.A. Saaeidi. 2015. How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research 68 (2): 341\u2013350. https:\/\/doi.org\/10.1016\/j.jbusres.2014.06.024.","journal-title":"Journal of Business Research"},{"issue":"3","key":"222_CR93","doi-asserted-by":"publisher","first-page":"294","DOI":"10.1108\/ejmbe-10-2017-017","volume":"26","author":"P Sarantidou","year":"2017","unstructured":"Sarantidou, P. 2017. Enriching the ECSI model using brand strength in the retail setting. European Journal of Management and Business Economics 26 (3): 294\u2013312. https:\/\/doi.org\/10.1108\/ejmbe-10-2017-017.","journal-title":"European Journal of Management and Business Economics"},{"issue":"3","key":"222_CR94","doi-asserted-by":"publisher","first-page":"665","DOI":"10.1016\/j.jbusres.2014.08.005","volume":"68","author":"AS Sengupta","year":"2015","unstructured":"Sengupta, A.S., M.S. Balaji, and B.C. Krishnan. 2015. How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research 68 (3): 665\u2013674. https:\/\/doi.org\/10.1016\/j.jbusres.2014.08.005.","journal-title":"Journal of Business Research"},{"issue":"3\u20134","key":"222_CR95","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1016\/j.telpol.2007.09.004","volume":"32","author":"D Seo","year":"2008","unstructured":"Seo, D., C. Ranganathan, and Y. Babad. 2008. Two-level model of customer retention in the US mobile telecommunications service market. Telecommunications Policy 32 (3\u20134): 182\u2013196. https:\/\/doi.org\/10.1016\/j.telpol.2007.09.004.","journal-title":"Telecommunications Policy"},{"key":"222_CR96","unstructured":"Shi, B.J., and G.J. Zhao. 2007. Introducing ACSI model to measure customer's satisfaction for banking, service. In Proceedings of the 2007 International Conference on Management Science and Engineering, Finance Analysis Section, 171\u2013175."},{"issue":"6","key":"222_CR97","doi-asserted-by":"publisher","first-page":"854","DOI":"10.1016\/j.techfore.2007.05.001","volume":"75","author":"DH Shin","year":"2008","unstructured":"Shin, D.H., and W.Y. Kim. 2008. Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability. Technological Forecasting and Social Change 75 (6): 854\u2013874. https:\/\/doi.org\/10.1016\/j.techfore.2007.05.001.","journal-title":"Technological Forecasting and Social Change"},{"issue":"1\u20132","key":"222_CR98","doi-asserted-by":"publisher","first-page":"61","DOI":"10.1504\/IJSTM.2012.049016","volume":"18","author":"Q Su","year":"2012","unstructured":"Su, Q., P. Shao, and Q. Ye. 2012. The analysis on the determinants of mobile VIP customer churn: A logistic regression approach. International Journal of Services, Technology and Management 18 (1\u20132): 61\u201374. https:\/\/doi.org\/10.1504\/IJSTM.2012.049016.","journal-title":"International Journal of Services, Technology and Management"},{"issue":"8","key":"222_CR99","doi-asserted-by":"publisher","first-page":"1177","DOI":"10.1108\/03090561311324273","volume":"47","author":"GB Svendsen","year":"2013","unstructured":"Svendsen, G.B., and N.K. Prebensen. 2013. The effect of brand on churn in the telecommunications sector. European Journal of Marketing 47 (8): 1177\u20131189. https:\/\/doi.org\/10.1108\/03090561311324273.","journal-title":"European Journal of Marketing"},{"issue":"3","key":"222_CR100","doi-asserted-by":"publisher","first-page":"179","DOI":"10.1016\/j.jretconser.2007.04.001","volume":"15","author":"J Sweeney","year":"2008","unstructured":"Sweeney, J., and J. Swait. 2008. The effects of brand credibility on customer loyalty. Journal of Retailing and Consumer Services 15 (3): 179\u2013193. https:\/\/doi.org\/10.1016\/j.jretconser.2007.04.001.","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"4","key":"222_CR101","first-page":"18","volume":"57","author":"RK Teas","year":"1993","unstructured":"Teas, R.K. 1993. Expectations, performance evaluation, and consumers perceptions of quality. Journal of Marketing 57 (4): 18\u201334.","journal-title":"Journal of Marketing"},{"issue":"6","key":"222_CR102","doi-asserted-by":"publisher","first-page":"1047","DOI":"10.1016\/j.jretconser.2014.06.006","volume":"21","author":"P Thaichon","year":"2014","unstructured":"Thaichon, P., A. Lobo, C. Prentice, and T.N. Quach. 2014. The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns. Journal of Retailing and Consumer Services 21 (6): 1047\u20131058.","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3\u20134","key":"222_CR103","doi-asserted-by":"publisher","first-page":"142","DOI":"10.1080\/02642069.2016.1158252","volume":"36","author":"PN Thuy","year":"2016","unstructured":"Thuy, P.N., L.N. Hau, and F. Evangelista. 2016. Service value and switching barriers: A personal values perspective. Service Industries Journal 36 (3\u20134): 142\u2013162. https:\/\/doi.org\/10.1080\/02642069.2016.1158252.","journal-title":"Service Industries Journal"},{"key":"222_CR104","doi-asserted-by":"publisher","first-page":"60134","DOI":"10.1109\/access.2019.2914999","volume":"7","author":"I Ullah","year":"2019","unstructured":"Ullah, I., B. Raza, A.K. Malik, M. Imran, S. Ul Islam, and S.W. Kim. 2019. A churn prediction model using random forest: Analysis of machine learning techniques for churn prediction and factor identification in telecom sector. IEEE Access 7: 60134\u201360149. https:\/\/doi.org\/10.1109\/access.2019.2914999.","journal-title":"IEEE Access"},{"issue":"1","key":"222_CR105","doi-asserted-by":"publisher","first-page":"53","DOI":"10.1016\/j.telpol.2014.12.004","volume":"39","author":"MM Uner","year":"2015","unstructured":"Uner, M.M., F. Guven, and S.T. Cavusgil. 2015. Bundling of telecom offerings: An Empirical Investigation in the Turkish market. Telecommunications Policy 39 (1): 53\u201364. https:\/\/doi.org\/10.1016\/j.telpol.2014.12.004.","journal-title":"Telecommunications Policy"},{"issue":"2","key":"222_CR106","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1007\/s11628-013-0223-9","volume":"9","author":"Z van der Aa","year":"2015","unstructured":"van der Aa, Z., J. Bloemer, and J. Henseler. 2015. Using customer contact centres as relationship marketing instruments. Service Business 9 (2): 185\u2013208. https:\/\/doi.org\/10.1007\/s11628-013-0223-9.","journal-title":"Service Business"},{"issue":"3","key":"222_CR107","doi-asserted-by":"publisher","first-page":"314","DOI":"10.1016\/j.jbusres.2008.05.010","volume":"62","author":"C Veloutsou","year":"2009","unstructured":"Veloutsou, C., and L. Moutinho. 2009. Brand relationships through brand reputation and brand tribalism. Journal of Business Research 62 (3): 314\u2013322. https:\/\/doi.org\/10.1016\/j.jbusres.2008.05.010.","journal-title":"Journal of Business Research"},{"issue":"1","key":"222_CR108","doi-asserted-by":"publisher","first-page":"127","DOI":"10.1007\/s11747-007-0015-7","volume":"35","author":"G Walsh","year":"2007","unstructured":"Walsh, G., and S.E. Beatty. 2007. Customer-based corporate reputation of a service firm: Scale development and validation. Journal of the Academy of Marketing Science 35 (1): 127\u2013143. https:\/\/doi.org\/10.1007\/s11747-007-0015-7.","journal-title":"Journal of the Academy of Marketing Science"},{"key":"222_CR109","doi-asserted-by":"publisher","first-page":"412","DOI":"10.1108\/08876040610691301","volume":"20","author":"G Walsh","year":"2006","unstructured":"Walsh, G., K. Dinnie, and K.P. Wiedmann. 2006. How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany. Journal of Services Marketing 20: 412.","journal-title":"Journal of Services Marketing"},{"issue":"4","key":"222_CR110","doi-asserted-by":"publisher","first-page":"325","DOI":"10.1023\/b:isfi.0000046375.72726.67","volume":"6","author":"YG Wang","year":"2004","unstructured":"Wang, Y.G., H.P. Lo, and Y.H. Yang. 2004. An integrated framework for service quality, customer value, satisfaction: Evidence from China\u2019s telecommunication industry. Information Systems Frontiers 6 (4): 325\u2013340. https:\/\/doi.org\/10.1023\/b:isfi.0000046375.72726.67.","journal-title":"Information Systems Frontiers"},{"issue":"1","key":"222_CR111","doi-asserted-by":"publisher","first-page":"101","DOI":"10.2307\/3172496","volume":"29","author":"AM Weiss","year":"1992","unstructured":"Weiss, A.M., and E. Anderson. 1992. Converting from independent to employee salesforces\u2014the role of perceived switching costs. Journal of Marketing Research 29 (1): 101\u2013115. https:\/\/doi.org\/10.2307\/3172496.","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"222_CR112","doi-asserted-by":"publisher","first-page":"139","DOI":"10.1007\/BF02894350","volume":"25","author":"RB Woodruff","year":"1997","unstructured":"Woodruff, R.B. 1997. Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science 25 (2): 139\u2013153.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"10","key":"222_CR113","doi-asserted-by":"publisher","first-page":"799","DOI":"10.1002\/mar.20030","volume":"21","author":"Z Yang","year":"2004","unstructured":"Yang, Z., and R.T. Peterson. 2004a. Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing 21 (10): 799\u2013822.","journal-title":"Psychology & Marketing"},{"issue":"3","key":"222_CR114","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1177\/002224298805200302","volume":"52","author":"VA Zeithaml","year":"1988","unstructured":"Zeithaml, V.A. 1988. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing 52 (3): 2\u201322.","journal-title":"Journal of Marketing"}],"container-title":["Journal of Marketing Analytics"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1057\/s41270-023-00222-w.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1057\/s41270-023-00222-w\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1057\/s41270-023-00222-w.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,10,4]],"date-time":"2024-10-04T07:04:30Z","timestamp":1728025470000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1057\/s41270-023-00222-w"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,4,11]]},"references-count":114,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2024,9]]}},"alternative-id":["222"],"URL":"https:\/\/doi.org\/10.1057\/s41270-023-00222-w","relation":{},"ISSN":["2050-3318","2050-3326"],"issn-type":[{"value":"2050-3318","type":"print"},{"value":"2050-3326","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,4,11]]},"assertion":[{"value":"8 October 2022","order":1,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"30 March 2023","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"11 April 2023","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"On behalf of all authors, the corresponding author states that there is no conflict of interest.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflict of interest"}},{"value":"This content has been made available to all.","name":"free","label":"Free to read"}]}}