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Post-purchase Customer Choice Model for Subscription-based Information and Telecommunications Services  

Lee, Dong-Joo (Korea Institute for Industrial Economics & Trade)
Ryu, Ho-Chul (Hanaro Telecom Inc.)
Ahn, Jae-Hyeon (Graduate School of Management, KAIST)
Publication Information
Information Systems Review / v.8, no.1, 2006 , pp. 159-179 More about this Journal
Abstract
With the advances in information technologies and the wide acceptance of IT outsourcing practices, subscription-based information & telecommunications services(ITS) become more available. Convergence and intensified industry competition have made it an imperative for the ITS providers to keep their current customers and acquire new customers at the same time. In this study, we developed a framework for effective customer management based on the factors influencing the post-purchase customer choice: stay with the present provider or switch to another one. Specifically, we classified the factors into four categories: Holding factors, Defect factors, Inducement factors, and Hurdle factors depending on the characteristics of the influence and direction of the influence. Based on the classification, we developed a post-purchase customer choice model for the subscription-based ITS providers. Then, we illustrated a possible application of the model in the context of the broadband Internet access service. The model could be used to increase the competitive advantage of service providers through the effective customer management in the subscription-based ITS market.
Keywords
Subscription-based Information & Telecom Services; Post-purchase Customer Choice Model; Customer Management;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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