Customer Service Retention – A Behavioural Perspective of the UK Mobile Market

Abstract Customer retention is essential for firms in the service sector and will subsequently receive a great deal of attention in the coming years. A large majority of firms are losing their current customers at a significant rate. UK operators lose over a third of their subscribers every year in spite of incurring large customer acquisition and retention expenditures. A study of customer retention from a variety of angles, including economic, behavioural and psychological perspectives, was rigorously carried out. It has been found that a majority of scholars explain customer retention from a behavioural perspective by using unrelated or indirect factors such as trust and commitment, price terms, and loyalty terms. It has also been noted that previous studies lack a clear theoretical background and a solid empirical proof to support their findings of customer operant retention behaviour. This study approaches the customer retention problem in the mobile phone sector from a behavioural perspective, applying the Behavioural Perspective Model as the main analytical framework. The model includes a set of pre-behaviour and post-behaviour factors to study consumer choice and explains its relevant drivers in a viable and comprehensive way, grounded in radical behaviourism. Many data collection methods were used to collect data from the study sample, including mobile contracts content analysis techniques, customer focus groups, and, principally, a customer survey supported by interviews with a number of managers. The data were analysed using different regression measurements to test the study model, and the propositions were constructed and tested quantitatively and discussed qualitatively. Analysis revealed that a customer will buy a mobile telecommunication package and engage in a long-term relationship with a supplier whom he or she believes will honour the relationship’s functional and emotional benefits; the consumer will be expecting to obtain such benefits when he/she buys, consumes, and has a positive experience of both the purchased object and the seller

Is Customer Retention Beneficial for Customers: A Conceptual Background

Is it healthy for customers to be enrolled in long-term relationships with service organisations? To find a proper answer for such question, this study has been planned. Customer retention is still a dilemma for many organisations these days for a variety of reasons support this idea such as having high competition status, increasing existing customers switching rate and increasing the cost of allocating, classifying and attracting new customers. Thus, a need has been raised to look at different CR issues again from different views such as is CR happening or not supported by providing a proper classification for customer-supplier relationship. Additional themes were discussed such as the relationship strength, longevity, continuity, relational cost and benefits

Factors influencing customers’ attitude to adopt e-government mobile applications

Establishing new relations with new customers and managing customers’ relations with the existing ones is important and considered challenges for each firm nowadays. Thus, studying and understanding different psychological factors like consumers’ emotions and happiness, motivates and attitudes are important while it helps in how to do more business with customers and push them to stay longer especially when adopting e-government mobile applications. This study used a quantitative research approach with survey data collection from different users of government mobile applications (GMA). The sample is around 340 from different backgrounds and levels of using different government services mobile apps. The results revealed the standardized regression and coefficients interpret the direct association between the study variables, hence confirmed the hypothesized model that included several factors such as perceived usefulness, perceived ease of use, perceived skills readiness, and perceived security toward attitudes to GMA and use of GMA effects on customer happiness and positive emotion. Moreover, the conclusion and implications confirmed the literature of this research field and elucidated most of the stated factors that significantly influence the customers’ emotion and happiness. For further study, research directions are given to expand the extant understanding of new different factors with other outcomes of mobile applications use

The effects of the internal and the external factors affecting artificial intelligence (AI) adoption in e-innovation technology projects in the UAE? Applying both innovation and technology acceptance theories

This study has examined factors, such as technology and employee influence on artificial intelligence (AI) adoption of e-innovative projects in the United Arab Emirates. The present study revealed the success or failure of e-innovation adoption in the public sector of the UAE and hinted at potential e-innovative projects to consider essential factors before adopting it. The study's sample covered the government sector, and the data collection method was a survey questionnaire with a sample size of 1037 responses made up of government employees. This paper was mainly built upon the diffusion of innovation and technology acceptance theories. The analysis findings showed that technology (an external factor) significantly and positively contributed to adopting AI e-innovation technology. Further analysis revealed that employee (internal factor) proxies directly influenced the adoption of AI e-innovation technology. Overall, internal and external factors contributed to adopting e-innovation technology in the United Arab Emirates. For future directions, additional factors related to the market should be considered to explore their contribution

Assessing gastronomic tourism using machine learning approach: The case of google review

This study aims to evaluate tourists' reviews of gastronomy tourism expressed in Google reviews according to the CAC model (Cognitive, Affective, and Conative), and to examine the inter-correlations between CAC model components. The study was applied to traditional restaurants in Amman downtown. The research then extracts the main themes from the textual reviews as well as a sentiment score of an affective image of traditional Amman downtown restaurants. The results of machine learning experiments suggest that the proposed approach can identify traditional restaurant reviews in Amman downtown into CAC model components. The results also show that the Random Forest algorithm performed best in the cognitive and cognitive dimensions, whereas the Neural Network algorithm performed best in the affective dimension. ML classifier revealed that most of the reviews were classified as cognitive (such as the type of food, and services) while the remaining reviews were classified as affective (such as pleasure and arousal) and conative (such as intention to recommend, and positive word of mouth) respectively. The highest probability of the cognitive components was the traditional food topic reflecting the unique image of Jordanian traditional food. Affective images formed by users were mainly positive emotions, indicating that the destination image spread well

The effect of digital supply chain on organizational performance: An empirical study in Malaysia manufacturing industry

Nowadays, global technologies, especially digital things, have become an important tool for businesses to maintain feasible partnerships and build a great value connection with other companies. New digital technologies that are emerging every day are on their way to affect nearly all business processes and activities. This study investigates the effect of the digital supply chain on the supply chain and organization performance in the Malaysia manufacturing industry. This paper also further assesses the mediating effect of supply chain performance in the relationship between the digital supply chain and the organizational performance in the Malaysia manufacturing industry. The objectives are achieved via quantitative research design. The researchers emailed the online survey questionnaire to 1160 manufacturing companies listed in the Federation of Malaysian Manufacturers (FMM) directory via stratified sampling technique and received 63 responses. 7 incomplete responses have been deleted and 56 usable responses representing 5.43% of the response rate used for data analysis. The data was analyzed by using the Partial Least Square Structural Equation Modeling (PLS-SEM). Three hypotheses are not supported and seven hypotheses are supported, which includes all the hypotheses of moderating effect. The manufacturing companies in Malaysia can consider adopting the DSC in the business process to remain reliable in the competitive market by providing good supply chain performance and best organizational performance as a whole. The implication of the study is given to academics and practitioners, specifically manufacturing companies. The limitations and the recommendation for future study have been highlighted

Adopting smart supply chain and smart technologies to improve operational performance in manufacturing industry

The manufacturing industry plays a crucial role in the economy of many countries, but there is a lack of expertise in implementing smart supply chains and smart technologies. This study aims to investigate the relationship between smart supply chains, smart technologies, and operational performance in the manufacturing industry. A survey questionnaire was conducted among registered manufacturing industries, and the results were analyzed using Smart PLS to test 10 hypotheses. Four hypotheses were supported out of 119 responses received through simple random sampling. The study suggests implementing instrumented supply chains using smart technologies can enhance operational performance. The findings provide valuable insights for policymakers, academics, and industry practitioners to improve the competitiveness of the manufacturing industry. This research emphasizes the importance of smart supply chains and smart technologies in achieving operational excellence, and further studies are necessary to address the identified limitations and contribute to a deeper understanding of the role of smart technologies in the supply chain’s digitalization

Digital supply chain transformation: The role of smart technologies on operational performance in manufacturing industry

This study aims to investigate the impact of digital supply chains and smart technology on the operational performance of the manufacturing industry. Due to the lack of knowledge and guidance in this area, the adoption of smart technology throughout the supply chain is limited, leading to poor operational performance. Therefore, the purpose of this study is to investigate how smart technology and digital supply chain transformation can improve operational performance. To test hypotheses and accomplish study goals, the Resource-Based View (RBV) theory was combined with a quantitative research strategy. The study population of companies was obtained from a manufacturing directory, and a minimum sample size of 107 companies was determined using G*Power. Additionally, 600 online surveys were sent to the manufacturing companies, resulting in a response rate of 17.83%. Data analysis was conducted using Smart-PLS 4.0 software, and eight of the 10 hypotheses were supported. The findings showed that smart technologies completely mediate the link between digital transformation and relationship performance, emphasizing the need for manufacturing organizations to focus on incorporating smart technology into their supply chain to enhance operational performance. The study concludes by presenting theoretical and practical implications, limitations, and recommendations

The role of digital communication in developing administrative work in higher education institutions

In higher education institutions, effective digital communication is crucial for achieving administrative goals, such as improving student services, managing resources, and facilitating collaboration among staff members. By exploring the impact of copresence factors on digital communication effectiveness, higher education institutions can gain a deeper understanding of the factors that influence their digital communication and develop strategies that optimize its efficiency. The study applied a quantitative research approach through a questionnaire survey to collect required responses from employees who are working in the higher education institutions of Jordan with a total of 304 participants. The findings of this study indicate that copresence factors play a significant role in the effectiveness of digital communication within higher education institutions in Jordan. The results support the framework developed by others and suggest that self-copresence and partner-copresence have a positive impact on the efficiency of communication. This highlights the importance of considering the presence of individuals during digital communication and the impact it can have on the quality of the exchange. In conclusion, the study sheds light on the importance of correspondence in digital communication and its impact on the efficiency of communication within higher education institutions. The findings can help in the development of strategies and practices for enhancing the effectiveness of digital communication and improving administrative work in higher education institutions in Jordan

Antecedents and consequences of relationship quality in pharmaceutical industries: A structural equation modelling approach.

This study aims to investigate the antecedents and consequences of relationship quality in the Jordanian pharmaceutical industry. A convenience sampling technique was used to select a representative sample of physicians working in the public healthcare sector in Jordan. Particularly, 500 questionnaires were distributed and 374 questionnaires were used in the analyses. Structural Equation Modeling was used to test the research hypotheses. Results revealed that the relationship quality was affected positively by the following antecedent variables (relational selling behavior, expertise, and ethical Relationship) while similarities had no significant effect on the relationship quality. The findings also revealed that the anticipation of future interaction between the physicians and medical representatives was affected positively by relationship quality. This study is the first that adequately examined the relationship quality and the anticipation of future interaction in the Jordanian pharmaceutical sector