Work

Customer service in the retention of mobile phone users in Nigeria

Year: 2008

Type: article

Abstract: Customer service has received considerable attention in marketing literature. This paper attempts to find the relationship between customer service on customer retention in telecommunication industry in Nigeria. If retention is not managed, customer’s loyalty may be lost. This study examined the potential constructs in customer retention by investigating the chain of effects of retention from customer service, satisfaction, value and behavioural intention. The hypotheses are supported except that a higher level of customer satisfaction does not lead to customer loyalty

Source: Global Journal of Business Management

DOI: 10.5897/ajbm.9000176

Authors: Oyeniyi, Omotayo, Abiodun Abolaji Joachim

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W1416448992

FWCI: 7.821

Cites: 27

Cited by: 95

Related to: 10