... of the satisfaction–loyalty relationship is found to be influenced by three specific satisfaction antecedents, strengthened by the mediating role of customer delight and impacted by switching costs. Practical implications The findings of this study may guide mobile service providers in their initiatives to secure...

... implications The findings assist cell phone network service providers in understanding how PESDS and value can foster customer delight, ultimately leading to positive BIs from customers. Originality/value This study focuses only on satisfied customers and determines the interrelationships of the extent...