이동통신 상품의 서비스 전환장벽 변화가 고객유지와 고객이탈에 미치는 영향

• 영문명: Effects of Switching Barrier of Mobile Telecommunication Service on Customer Retention And Churn - out
• 발행기관: 한국상품학회
• 저자명: 한상린(Han Sang-Lin) 맹아름(Maeng Ahreum)
• 간행물 정보: 『상품학연구』제23권 제1호, 89~104쪽, 전체 16쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2005.04.01

영문 초록

Number portability that was effective from 2004 has reduced switching cost which has made telecommunication companies keep having their customers. This research deals with what leading variables consist of switching barrier from the perspectives of number portability and the other major antecedent factors of switching barrier, i.e. CLalt, service quality, switching cost, and variety seeking behavior. It also investigates the relationship between switching barrier and customer loyalty which includes customer retention and customer chum out in the telecommunication market. Managerial implications of the study were also discussed.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경 및 연구가설의 설정

Ⅲ. 연구방법과 분석결과

Ⅳ. 결론 및 시사점

참고문헌

Summary