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The relationships between manufacturing strategy process, manufacturing-marketing integration, and plant performance: an empirical study of Korean manufacturers

Operations Management Research : Volume 7, Issue 1-2, June 2014

Operations Management Research : Volume 6

Operations Management Research : Volume 5

Operations Management Research : Volume 4

Operations Management Research : Volume 3

Operations Management Research : Volume 2

Operations Management Research : Volume 1

Product quality vs service quality in the mobile industry: Is there a dominant driver of customer intention to switch providers?

Content Provider	Springer Nature Link
Author	Peng, Xianghui Scott, Rebecca Prybutok, Victor Sidorova, Anna
Copyright Year	2014
Abstract	As service-dominant logic is being proposed and tested in several industries, this study extends the investigation of this theory and provides insights for both researchers and practitioners under the context of the mobile industry. This study advances the understanding of customer switching intention by assessing the relative strength of product quality and service quality in terms of mobile provider switching behavior. This study develops the proposed research model that integrates previous validated constructs contextualized to the mobile industry and employs partial least square – structural equation modeling (PLS-SEM) to analyze the corresponding survey data and test the model fit. The results strongly support the hypotheses related to quality and its antecedents. The analysis results also suggest that overall mobile provider service quality and customer intention to switch mobile products significantly influence customer intention to switch providers. However, the overall product quality does not significantly influence customer intention to switch mobile products. This research contributes to the debate of goods-dominant and service-dominant logic by empirically supporting the dominance of service quality within the context of one industry, the mobile industry. In addition, this paper discusses the implications of the findings and presents future research directions.
Starting Page	63
Ending Page	76
Page Count	14
File Format	PDF
ISSN	19369735
Journal	Operations Management Research
Volume Number	7
Issue Number	3-4
e-ISSN	19369743
Language	English
Publisher	Springer US
Publisher Date	2014-10-17
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Service-dominant Logic Service Quality Product Quality Customer Switching Intention PLS-SEM Mobile Industry Production/Logistics/Supply Chain Engineering Economics, Organization, Logistics, Marketing Industrial and Production Engineering Operations Research/Decision Theory Management/Business for Professionals Innovation/Technology Management
Content Type	Text
Resource Type	Article
Subject	Industrial and Manufacturing Engineering Management Science and Operations Research Strategy and Management Management of Technology and Innovation

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