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Customer service in the retention of mobile phone users in Nigeria

Oyeniyi, Omotayo and Abiodun, A. J. (2008) Customer service in the retention of mobile phone users in Nigeria. African Journal of Business Management, 2 (2). 026-031. ISSN 1993-8233

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Customer service has received considerable attention in marketing literature. This paper attempts to find the relationship between customer service on customer retention in telecommunication industry in Nigeria. If retention is not managed, customer’s loyalty may be lost. This study examined the potential constructs in customer retention by investigating the chain of effects of retention from customer service, satisfaction, value and behavioural intention. The hypotheses are supported except that a higher level of customer satisfaction does not lead to customer loyalty

Item Type: Article
Uncontrolled Keywords: Customer service, customer satisfaction, customer loyalty and customer retention
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 31 Aug 2015 14:48
Last Modified: 31 Aug 2015 14:48

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