On mobile phone markets that have reached the maturity stage, customer recommendation becomes a critical focus for operators to attract subscribers from rival operators. Referral propensity is also an indicator of subscriber satisfaction and loyalty. The aim of this paper is to examine the...

We study how two distinct types of pre-entry experience - core technological experience and market-based complementary experience - affect post-entry performance in a new industry. We focus on the fit between capabilities generated through pre-entry experience and the preferences of...

The market for payment cards is inherently two sided. Consumers benefit from increased merchant acceptance of payment cards and vice versa. To quantify the interdependence of consumer and merchants or network externalities, we construct and estimate a structural two-sided model of a payment...

Consumer satisfaction is a key determinant of customer retention, profitability of operators, consumer welfare and a strategic variable for competition and international comparisons. Spain's mobile customer satisfaction is the lowest in the European Union according to recent EU studies (SMREC,...

In this paper, we analyze the broadband Internet adoption/usage decisions. To this end, we estimate a sample selection model. In the first stage, we analyze whether the individuals have adopted broadband Internet; in the second stage, we analyze the Internet usage diversity given adoption. We...

The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples...