... phone companies. Future research can examine the impact of variables such as rate plans, value-added services, billing experience and voice quality on customer loyalty. Practical implications The results have implications for retaining customers in highly competitive and maturing Indian mobile...

...Man Zhang; Janet Hartley Purpose This paper aims to propose and test a model examining the relationship of guanxi with new product performance and customer loyalty in the context of internationalizing small- and medium-sized enterprises (SMEs) in China. Social network theory and information...