Comparative analysis of tourist motivations by nationality and destinations

Repeaters' behavior at two distinct destinations


Customer retention is essential for firms in the service sector and will subsequently receive a great deal of attention in the coming years. A large majority of firms are losing their current customers at a significant rate. UK operators lose over a third of their subscribers every year in spite of incurring large customer acquisition and retention expenditures. A study of customer retention from a variety of angles, including economic, behavioural and psychological perspectives, was rigorously carried out. It has been found that a majority of scholars explain customer retention from a behavioural perspective by using unrelated or indirect factors such as trust and commitment, price terms, and loyalty terms. It has also been noted that previous studies lack a clear theoretical background and a solid empirical proof to support their findings of customer operant retention behaviour. 

This study approaches the customer retention problem in the mobile phone sector from a behavioural perspective, applying the Behavioural Perspective Model as the main analytical framework. The model includes a set of pre-behaviour and post-behaviour factors to study consumer choice and explains its relevant drivers in a viable and comprehensive way, grounded in radical behaviourism. Many data collection methods were used to collect data from the study sample, including mobile contracts content analysis techniques, customer focus groups, and, principally, a customer survey supported by interviews with a number of managers. The data were analysed using different regression measurements to test the study model, and the propositions were constructed and tested quantitatively and discussed qualitatively. Analysis revealed that a customer will buy a mobile telecommunication package and engage in a long-term relationship with a supplier whom he or she believes will honour the relationship’s functional and emotional benefits; the consumer will be expecting to obtain such benefits when he/she buys, consumes, and has a positive experience of both the purchased object and the seller.

Customer Service Retention - A Behavioural Perspective of the UK Mobile Market

............................................................................................................................... I ACKNOWLEDGEMENTS ..................................................................................................... III CHAPTER

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The influence of ethnocentrism, tourist-host social contact and perceived cultural distance on tourists' travel attitude : evidence from Hong Kong tourists to Mainland China

A number of authors writing in the area of research methods have indicated the growing importance of telephone surveys [1, 3]. The increased number of households having a telephone and deeper penetration into rural and low-income areas have greatly improved the statistical efficiency of random samples drawn from the telephone directory. Also, the range of subject matter and length of the telephone interview are not as limited as generally believed [4]. In addition, evidence indicates that a respondent is more likely to be candid when the interview situation is impersonal [2], and the telephone does allow a significant degree of anonymity. When comparing the cost per return among mail, personal, and telephone surveys, the latter is considered far cheaper than personal interviews and often less costly than mail surveys [6]. In conducting telephone surveys, the time of day and day of week most likely to yield completed first calls must be identified in order to avoid time-consuming and costly callbacks [5]. This study was undertaken to determine the most fruitful days of the week and time of day to complete telephone interviews with housewives or female heads of households.

When to Make Telephone Interviews

Marketing research: Information systems and decision making

The sophisticated consumer theorist who reads the Journal of Marketing will note an absence of reference to "our" theories of consumer behavior. Thus, one might accuse Scitovsky of attacking the economic straw man as traditional economists have viewed him. While that particular view may be somewhat cynical as well as true, it appears that Scitovsky has achieved his purpose. He is writing, most likely, for economists who are not familiar with the marketing literature. He is an economist coming of age, and he has been insightful as well as ambitious.

Bertram Schoner

Papers

Marketing research: Information systems and decision making

Marketing Research: A Short Course for Professionals