Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/13213
Title: The spillover effect of customer (Dis)satisfaction on interdependent companies: A study in China mobile phone industry
Authors: XING YUFENG
Keywords: spillover effect, perceived quality, perceived value, customer satisfaction, customer loyalty, mobile phone industry
Issue Date: 24-Mar-2008
Citation: XING YUFENG (2008-03-24). The spillover effect of customer (Dis)satisfaction on interdependent companies: A study in China mobile phone industry. ScholarBank@NUS Repository.
Abstract: In an industry such as mobile phone with its high technical and commercial interdependency between the handset manufacturers and network providers, spillover effect of quality, perceived value, satisfaction may affect these companies. Results from a telephone survey conducted in Beijing show that spillover effect does exist, though it is not as symmetrical as expected and some are in inverse relationships.It reveals that while spillover effect is largely arisen from the interdependencies of the partnering companies, it is also affected by other contextual factors like the product characteristics, the way the companies cooperate as well as the operationalization of the constructs. Thus, it may be highly industry specific. Besides, it is realized generally the closer the perceived product and user image of the partnering companies, the higher the spillover effect. Hence, managers might be careful when choosing partners to benefit from the cooperation and maximize their success.
URI: http://scholarbank.nus.edu.sg/handle/10635/13213
Appears in Collections:Master's Theses (Open)

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