... be contacted at: inger.roos@ihroos.fi © Emerald Group Publishing Limited 2009 Consumer behaviour Customer relations Telecommunications Customer service management Emotions have been the focus in marketing literature for some time and has mostly been considered connected to customers...

... telecommunications services were interviewed about their switching processes. The interviews were analyzed according to switching path analysis technique, which divides relationships into different stages in accordance with their relevance to the relationship strength. The ultimate focus is on self‐reported emotions...

...Inger Roos; Anders Gustafsson; Bo Edvardsson Purpose The purpose of this study is to enhance understanding of the club's role in the customer relationships of a telecommunications company by re‐considering the concepts of frequency and commitment in a telecom‐customer club. Design/methodology...

... in a leading Dutch telecommunications company. With respect to project learning, our research findings indicate the crucial influence of a flexible decision architecture, project team memory, a high information awareness and a good fit between information requirements and capabilities. Both innovative...

...Per Andersson; Bengt G. Mölleryd A longitudinal case study of the diffusion and change of mobile telephony in Sweden highlights the effects on service distribution against the background of rapid technological development and deregulations in the telecommunications industry. The descriptive...