Purpose: As wireless penetration continues to increase worldwide, competitors in the mobile telecommunication industry are changing their strategies from a growth model to a value‐added one. The companies that can attract and retain customers in this highly competitive and increasingly...

Purpose: This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention (RI)...