{"id":"https://openalex.org/W4390537366","doi":"https://doi.org/10.1007/s11235-023-01090-6","title":"Sequential customer experiences leading to continuance intention in the mobile telecom industry: from contract to call center","display_name":"Sequential customer experiences leading to continuance intention in the mobile telecom industry: from contract to call center","publication_year":2024,"publication_date":"2024-01-03","ids":{"openalex":"https://openalex.org/W4390537366","doi":"https://doi.org/10.1007/s11235-023-01090-6"},"language":"en","primary_location":{"id":"doi:10.1007/s11235-023-01090-6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s11235-023-01090-6","pdf_url":null,"source":{"id":"https://openalex.org/S145894672","display_name":"Telecommunication Systems","issn_l":"1018-4864","issn":["1018-4864","1572-9451"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Telecommunication Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064288829","display_name":"Hyeon Jo","orcid":"https://orcid.org/0000-0001-7442-4736"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Hyeon Jo","raw_affiliation_strings":["HJ Institute of Technology and Management, Bucheon, South Korea"],"affiliations":[{"raw_affiliation_string":"HJ Institute of Technology and Management, Bucheon, South Korea","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5064288829"],"corresponding_institution_ids":[],"apc_list":{"value":2190,"currency":"EUR","value_usd":2790},"apc_paid":null,"fwci":2.8009,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.89604485,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":96},"biblio":{"volume":"85","issue":"2","first_page":"331","last_page":"346"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994000196456909,"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":0.9994000196456909,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9958999752998352,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/continuance","display_name":"Continuance","score":0.9041702747344971},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6388409733772278},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5825404524803162},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.54623943567276},{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.5348194241523743},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.4828799068927765},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4677963852882385},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4577568471431732},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.38165926933288574},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3661730885505676},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.33939045667648315},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.1005513072013855}],"concepts":[{"id":"https://openalex.org/C2780081655","wikidata":"https://www.wikidata.org/wiki/Q763365","display_name":"Continuance","level":2,"score":0.9041702747344971},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6388409733772278},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5825404524803162},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.54623943567276},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5348194241523743},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4828799068927765},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4677963852882385},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4577568471431732},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38165926933288574},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3661730885505676},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.33939045667648315},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1005513072013855},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"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/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s11235-023-01090-6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s11235-023-01090-6","pdf_url":null,"source":{"id":"https://openalex.org/S145894672","display_name":"Telecommunication Systems","issn_l":"1018-4864","issn":["1018-4864","1572-9451"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Telecommunication Systems","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:spr:telsys:v:85:y:2024:i:2:d:10.1007_s11235-023-01090-6","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s11235-023-01090-6","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.6000000238418579}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":101,"referenced_works":["https://openalex.org/W186727601","https://openalex.org/W569061701","https://openalex.org/W1576501231","https://openalex.org/W1689771227","https://openalex.org/W1906706893","https://openalex.org/W1964633702","https://openalex.org/W1967641706","https://openalex.org/W1982562184","https://openalex.org/W1983364918","https://openalex.org/W1987258130","https://openalex.org/W2002843259","https://openalex.org/W2006201260","https://openalex.org/W2021778777","https://openalex.org/W2021827437","https://openalex.org/W2028176572","https://openalex.org/W2033971030","https://openalex.org/W2036063909","https://openalex.org/W2039045809","https://openalex.org/W2048626560","https://openalex.org/W2053448757","https://openalex.org/W2067603261","https://openalex.org/W2081476957","https://openalex.org/W2081540054","https://openalex.org/W2090119402","https://openalex.org/W2097210248","https://openalex.org/W2098685541","https://openalex.org/W2100168732","https://openalex.org/W2105846236","https://openalex.org/W2110506823","https://openalex.org/W2115383008","https://openalex.org/W2115947366","https://openalex.org/W2130892515","https://openalex.org/W2142193462","https://openalex.org/W2146601354","https://openalex.org/W2149608872","https://openalex.org/W2151405035","https://openalex.org/W2178182980","https://openalex.org/W2211787735","https://openalex.org/W2332957090","https://openalex.org/W2333930280","https://openalex.org/W2343788959","https://openalex.org/W2508871593","https://openalex.org/W2561546059","https://openalex.org/W2580813653","https://openalex.org/W2786281012","https://openalex.org/W2803237582","https://openalex.org/W2826786297","https://openalex.org/W2895575739","https://openalex.org/W2898198688","https://openalex.org/W2899234827","https://openalex.org/W2904395277","https://openalex.org/W2905811773","https://openalex.org/W2915371976","https://openalex.org/W2940239237","https://openalex.org/W2942796312","https://openalex.org/W2943968120","https://openalex.org/W2952862052","https://openalex.org/W2972134758","https://openalex.org/W2973077983","https://openalex.org/W2979639723","https://openalex.org/W2979767182","https://openalex.org/W2991627427","https://openalex.org/W2999164378","https://openalex.org/W3017044301","https://openalex.org/W3017884619","https://openalex.org/W3025519692","https://openalex.org/W3033965562","https://openalex.org/W3036356806","https://openalex.org/W3041596904","https://openalex.org/W3044166283","https://openalex.org/W3082873109","https://openalex.org/W3091492440","https://openalex.org/W3094258773","https://openalex.org/W3105666922","https://openalex.org/W3111789889","https://openalex.org/W3112986241","https://openalex.org/W3168147931","https://openalex.org/W3176111233","https://openalex.org/W3194665066","https://openalex.org/W3208482478","https://openalex.org/W4231931854","https://openalex.org/W4236258584","https://openalex.org/W4238503602","https://openalex.org/W4238559129","https://openalex.org/W4240355766","https://openalex.org/W4251859756","https://openalex.org/W4252144378","https://openalex.org/W4252519313","https://openalex.org/W4254796933","https://openalex.org/W4254894920","https://openalex.org/W4282836061","https://openalex.org/W4285250874","https://openalex.org/W4286486924","https://openalex.org/W4296082338","https://openalex.org/W4308974311","https://openalex.org/W4312080067","https://openalex.org/W6632314298","https://openalex.org/W6641636216","https://openalex.org/W6743681256","https://openalex.org/W6760399104","https://openalex.org/W7033662591"],"related_works":["https://openalex.org/W3029938882","https://openalex.org/W2565660988","https://openalex.org/W4378716112","https://openalex.org/W2927101929","https://openalex.org/W3199658468","https://openalex.org/W2150533732","https://openalex.org/W3013875684","https://openalex.org/W2354159374","https://openalex.org/W2182535154","https://openalex.org/W3153014576"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2}],"updated_date":"2026-01-23T23:20:30.427331","created_date":"2025-10-10T00:00:00"}