An Empirical Investigation of Customer Loyalty in Chinese Smartphone Markets with Large-Scale Data: Apple, Samsung, and Xiaomi Cases

Hyung Jin Kim, Xiao Qing Ding, Ho Geun Lee

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

In recent years, the eco-systems consisting of hardware, operating systems, applications and other services have increasingly become important for mobile phone businesses, and the diffusion of smartphones expedites this trend at a rapid pace. Moreover, the shortened lifespan of smartphones makes it harder for smartphone companies to retain their customers for a long time. In this study, we aim to identify the antecedents of smartphone users’ satisfaction and loyalty (CS&L) and then examine how the three primary components of smartphones, i.e., hardware, software, and service, can affect CS&L differently through their cognitive and affective beliefs. We developed a theoretical model based on the cognitive-affective system theory of personality, and then tested the research model with large-scale empirical data (N = 710), collected from Chinese smartphone users. In an additional analysis, we compared the leading smartphone brands in China (i.e., Apple, Samsung, and Xiaomi) in terms of customer switching, and found that different strategic focuses of those companies on hardware, software, and service have dissimilar impacts on CS&L.

Original languageEnglish
Title of host publicationBig Data Analyses, Services, and Smart Data, BigDAS 2018
EditorsWookey Lee, Carson K. Leung, Aziz Nasridinov
PublisherSpringer Science and Business Media Deutschland GmbH
Pages85-105
Number of pages21
ISBN (Print)9789811587306
DOIs
Publication statusPublished - 2021
Event6th International Conference on Big Data Applications and Services, BigDAS 2018 - Zhengzhou, China
Duration: 2018 Aug 192018 Aug 22

Publication series

NameAdvances in Intelligent Systems and Computing
Volume899 AISC
ISSN (Print)2194-5357
ISSN (Electronic)2194-5365

Conference

Conference6th International Conference on Big Data Applications and Services, BigDAS 2018
Country/TerritoryChina
CityZhengzhou
Period18/8/1918/8/22

Bibliographical note

Publisher Copyright:
© 2021, Springer Nature Singapore Pte Ltd.

All Science Journal Classification (ASJC) codes

  • Control and Systems Engineering
  • General Computer Science

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