An Empirical Study of Service Innovation’s Effect on Customers’ Re-purchase Intention in Telecommunication Industry

Ke-yi WANG, Lin-lin LIU

Abstract


Based on the review of the relevant researches in the field of repurchase intention as well as the field of service innovation, this research analyzed the Service Innovation’s Effect on Customers’ Re-purchase Intention in Telecommunication Industry, and developed the Theoretical model. And 198 users of mobile telecommunication were chosen for our investigation. The result shows that service innovation made by the operators in telecommunication industry has important effect to users’ intention when they are in need to repurchase the mobile telecommunication. Key words: service innovation; repurchase intention; telecommunication industryRésumé: Sur la base des études appropriées dans le domaine de l'intention de rachat, et dans le domaine de l'innovation des services, cette recherche a analysé l'effet de l'innovation des services sur l'intention de rachat des consommateurs dans l'industrie de télécommunication, et a développé un modèle théorique. 198 utilisateurs de télécommunication mobile ont été choisis pour notre enquête. Le résultat montre que l'innovation des services effectuées par les opérateurs dans l'industrie de télécommunication a un effet important sur l'intention des consommateurs quand ils sont dans le besoin de racheter la télécommunication mobile.Mots-clés: innovation des services, intention de rachat; industrie de télécommunication

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DOI: http://dx.doi.org/10.3968%2Fj.css.1923669720100605.023

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