{"id":"https://openalex.org/W4226498655","doi":"https://doi.org/10.1080/23311886.2022.2042078","title":"Circumventing customers\u2019 switching behavior in telecommunication industry in Tanzania: Insight from Sternberg\u2019s Triangular Theory of Love","display_name":"Circumventing customers\u2019 switching behavior in telecommunication industry in Tanzania: Insight from Sternberg\u2019s Triangular Theory of Love","publication_year":2022,"publication_date":"2022-02-22","ids":{"openalex":"https://openalex.org/W4226498655","doi":"https://doi.org/10.1080/23311886.2022.2042078"},"language":"en","primary_location":{"id":"doi:10.1080/23311886.2022.2042078","doi":"https://doi.org/10.1080/23311886.2022.2042078","is_oa":true,"landing_page_url":"https://doi.org/10.1080/23311886.2022.2042078","pdf_url":null,"source":{"id":"https://openalex.org/S2737998943","display_name":"Cogent Social Sciences","issn_l":"2331-1886","issn":["2331-1886"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311767","host_organization_name":"Cogent OA","host_organization_lineage":["https://openalex.org/P4310311767"],"host_organization_lineage_names":["Cogent OA"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Cogent Social Sciences","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1080/23311886.2022.2042078","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086974818","display_name":"David Amani","orcid":"https://orcid.org/0000-0002-8557-9255","observed_orcids":["https://orcid.org/0000-0002-8557-9255"]},"institutions":[{"id":"https://openalex.org/I28285804","display_name":"The University of Dodoma","ror":"https://ror.org/009n8zh45","country_code":"TZ","type":"education","lineage":["https://openalex.org/I28285804"]}],"countries":["TZ"],"is_corresponding":true,"raw_author_name":"David Amani","raw_affiliation_strings":["University of Dodoma","Department of Business Administration and Management, University of Dodoma, Dodoma, Tanzania"],"raw_orcid":"https://orcid.org/0000-0002-8557-9255","affiliations":[{"raw_affiliation_string":"University of Dodoma","institution_ids":["https://openalex.org/I28285804"]},{"raw_affiliation_string":"Department of Business Administration and Management, University of Dodoma, Dodoma, Tanzania","institution_ids":["https://openalex.org/I28285804"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5086974818"],"corresponding_institution_ids":["https://openalex.org/I28285804"],"apc_list":{"value":950,"currency":"GBP","value_usd":1165},"apc_paid":{"value":950,"currency":"GBP","value_usd":1165},"fwci":7.5616,"has_fulltext":false,"cited_by_count":39,"citation_normalized_percentile":{"value":0.9734196,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"8","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9926999807357788,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9926999807357788,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.006000000052154064,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-switching","display_name":"customer switching","score":0.9160000085830688},{"id":"https://openalex.org/keywords/brand-love","display_name":"brand love","score":0.7590000033378601},{"id":"https://openalex.org/keywords/sternberg-s-triangular-theory-of-love","display_name":"Sternberg's Triangular Theory of Love","score":0.9350000023841858},{"id":"https://openalex.org/keywords/switching-barriers","display_name":"switching barriers","score":0.8190000057220459},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9179999828338623},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8690000176429749},{"id":"https://openalex.org/keywords/customer-dissatisfaction","display_name":"customer dissatisfaction","score":0.6209999918937683},{"id":"https://openalex.org/keywords/customer-brand-relationship","display_name":"customer-brand relationship","score":0.5580000281333923},{"id":"https://openalex.org/keywords/telecommunications-industry","display_name":"telecommunications industry","score":0.8849999904632568},{"id":"https://openalex.org/keywords/tanzania","display_name":"Tanzania","score":0.4050000011920929}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6660211086273193},{"id":"https://openalex.org/C2779357621","wikidata":"https://www.wikidata.org/wiki/Q655495","display_name":"Tanzania","level":2,"score":0.6605062484741211},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.658503532409668},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6369017958641052},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5770326852798462},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5348635315895081},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.46149691939353943},{"id":"https://openalex.org/C33271190","wikidata":"https://www.wikidata.org/wiki/Q3467747","display_name":"Telecommunications service","level":2,"score":0.4512181282043457},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.4429929852485657},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.4349675178527832},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.15063470602035522},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1277790367603302},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C45355965","wikidata":"https://www.wikidata.org/wiki/Q1643441","display_name":"Socioeconomics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/23311886.2022.2042078","doi":"https://doi.org/10.1080/23311886.2022.2042078","is_oa":true,"landing_page_url":"https://doi.org/10.1080/23311886.2022.2042078","pdf_url":null,"source":{"id":"https://openalex.org/S2737998943","display_name":"Cogent Social Sciences","issn_l":"2331-1886","issn":["2331-1886"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311767","host_organization_name":"Cogent OA","host_organization_lineage":["https://openalex.org/P4310311767"],"host_organization_lineage_names":["Cogent OA"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Cogent Social Sciences","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:1a29b1e1843a4bb0b687b2f83372d1a0","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/1a29b1e1843a4bb0b687b2f83372d1a0","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Cogent Social Sciences, Vol 8, Iss 1 (2022)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1080/23311886.2022.2042078","doi":"https://doi.org/10.1080/23311886.2022.2042078","is_oa":true,"landing_page_url":"https://doi.org/10.1080/23311886.2022.2042078","pdf_url":null,"source":{"id":"https://openalex.org/S2737998943","display_name":"Cogent Social Sciences","issn_l":"2331-1886","issn":["2331-1886"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311767","host_organization_name":"Cogent OA","host_organization_lineage":["https://openalex.org/P4310311767"],"host_organization_lineage_names":["Cogent OA"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Cogent Social Sciences","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":68,"referenced_works":["https://openalex.org/W87687429","https://openalex.org/W1560371066","https://openalex.org/W1565427011","https://openalex.org/W1614992295","https://openalex.org/W1627191216","https://openalex.org/W1970380220","https://openalex.org/W1971025310","https://openalex.org/W1971440513","https://openalex.org/W1972901799","https://openalex.org/W1974739407","https://openalex.org/W1975468930","https://openalex.org/W1992667872","https://openalex.org/W2008755386","https://openalex.org/W2011326304","https://openalex.org/W2013663887","https://openalex.org/W2015041537","https://openalex.org/W2015154723","https://openalex.org/W2020264157","https://openalex.org/W2023895512","https://openalex.org/W2034890640","https://openalex.org/W2035159275","https://openalex.org/W2035855621","https://openalex.org/W2040418450","https://openalex.org/W2040780635","https://openalex.org/W2048009228","https://openalex.org/W2059955887","https://openalex.org/W2070364796","https://openalex.org/W2073762830","https://openalex.org/W2092571738","https://openalex.org/W2100739170","https://openalex.org/W2102826933","https://openalex.org/W2106096361","https://openalex.org/W2107117827","https://openalex.org/W2130566944","https://openalex.org/W2130711665","https://openalex.org/W2134368355","https://openalex.org/W2136714590","https://openalex.org/W2137467455","https://openalex.org/W2156365140","https://openalex.org/W2159300430","https://openalex.org/W2161145713","https://openalex.org/W2296155993","https://openalex.org/W2316089932","https://openalex.org/W2327036399","https://openalex.org/W2485070389","https://openalex.org/W2518472834","https://openalex.org/W2567527007","https://openalex.org/W2598724835","https://openalex.org/W2607410850","https://openalex.org/W2757330327","https://openalex.org/W2780970177","https://openalex.org/W2794161995","https://openalex.org/W2803076317","https://openalex.org/W2884192386","https://openalex.org/W2965594647","https://openalex.org/W3009434763","https://openalex.org/W3012479489","https://openalex.org/W3024191747","https://openalex.org/W3112513015","https://openalex.org/W3118831433","https://openalex.org/W3119545086","https://openalex.org/W3121988901","https://openalex.org/W3124362634","https://openalex.org/W3194229207","https://openalex.org/W3201168306","https://openalex.org/W4235678817","https://openalex.org/W4255798239","https://openalex.org/W6743681256"],"related_works":["https://openalex.org/W2901323552","https://openalex.org/W2013218343","https://openalex.org/W1562648232","https://openalex.org/W3176312124","https://openalex.org/W1995026436","https://openalex.org/W2272847348","https://openalex.org/W2899741989","https://openalex.org/W2768417357","https://openalex.org/W2346030778","https://openalex.org/W2598497834"],"abstract_inverted_index":{"Recently,":[0],"business":[1,28],"organizations":[2,144],"have":[3,23],"been":[4,24],"including":[5],"customers\u2019":[6,91,139],"switching":[7,21,67,92,140],"barriers":[8,22],"as":[9,85],"part":[10],"of":[11,44,65,100,127,135],"their":[12,153],"strategic":[13],"plans":[14],"for":[15],"retaining":[16],"customers.":[17],"For":[18],"decades,":[19],"customer":[20,33],"the":[25,42,63,70,86,105,125,157],"most":[26],"important":[27],"strategy":[29],"developed":[30,72],"by":[31,131],"achieving":[32],"satisfaction.":[34],"However,":[35],"evidence":[36],"from":[37,97],"consumer":[38],"psychology":[39],"indicate":[40],"that":[41,56,77,124],"majority":[43],"satisfied":[45],"customers":[46,51,66,99,154],"switch,":[47,54],"and":[48,58,73,114],"many":[49],"dissatisfied":[50],"do":[52],"not":[53],"implying":[55],"satisfaction":[57],"dissatisfaction":[59],"alone":[60],"cannot":[61],"fix":[62],"problem":[64],"behavior.":[68,93],"Therefore,":[69,142],"study":[71],"tested":[74],"a":[75,79,111,149],"model":[76],"proposes":[78],"relational-based":[80],"mechanism,":[81],"i.e.,":[82],"brand":[83,128],"love,":[84],"determinant":[87],"factor":[88],"in":[89,104,108,147],"circumventing":[90],"Data":[94],"were":[95],"collected":[96],"401":[98],"five":[101],"telephony":[102],"companies":[103],"telecommunication":[106],"industry":[107],"Tanzania,":[109],"using":[110,116],"cross-sectional":[112],"survey":[113],"analyzed":[115],"Structural":[117],"Equation":[118],"Modeling":[119],"(SEM).":[120],"The":[121],"findings":[122],"show":[123],"dimensions":[126],"love":[129,136],"suggested":[130],"Sternberg\u2019s":[132],"triangular":[133],"theory":[134],"significantly":[137],"energize":[138],"barriers.":[141],"service":[143],"should":[145],"invest":[146],"developing":[148],"loving":[150],"relationship":[151],"with":[152],"to":[155,159],"reduce":[156],"intention":[158],"switch":[160]},"counts_by_year":[{"year":2026,"cited_by_count":7},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":6}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2022-05-05T00:00:00"}