Bibliographic record
Abstract
Abstract: While satisfaction and loyalty in regards to physical goods and some services have been studied to a great extent in marketing and information systems research, there is little research on these factors with respect to mobile telecommunications services. Furthermore, there is no standard measure for satisfaction with these services. This study taps into these voids and examines the antecedents of satisfaction and loyalty through an empirical study of 80 cellular subscribers in Ontario, Canada. Results of the study suggest that most causal relationships depicted by the American Customer Satisfaction Model are valid in the mobile telecommunications sector. However, due to the switching barrier, loyalty to a wireless service provider is no longer a unidimensional construct, but rather comprised of two independent factors – repurchase likelihood and price tolerance. This investigation also suggests that there are some differences in service perceptions between prepaid and post-paid cell phone users. Based on the model, a satisfaction index is calculated for Canadian wireless service providers. This index is found to be low in comparison to those of other sectors and industries. Overall, this study forms the foundations for future benchmarking of the performance of wireless network operators in terms of satisfaction and loyalty.
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.003 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.003 |
| Science and technology studies | 0.002 | 0.001 |
| Scholarly communication | 0.002 | 0.000 |
| Open science | 0.000 | 0.001 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.006 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".