Authors: Jengchung V. Chen, William H. Ross, Shaoyu F. Huang
Addresses: Institute of Telecommunications Management, National Cheng Kung University, 1 University Road, Tainan 701, Taiwan, ROC. ' Department of Management, University of Wisconsin & La Crosse, Wimberly Hall, Room 418, 1725 State Street, La Crosse, WI 54601, USA. ' c/o Jengchung Victor Chen, PhD, Institute of Telecommunications Management, National Cheng Kung University, 1 University Road, Tainan 701, Taiwan, ROC
Abstract: Mobile telecommunication has been growing very rapidly, surpassing the number of land lines in 2002. Competition between telecommunication companies is very intense. However, in some market segments, the indirect costs of changing carriers may reduce competition. Therefore, governments have mandated Number Portability. Typically, Number Portability procedures are left to telecommunication providers. Such procedures are examined from a justice perspective to provide guidance for firms wishing to maintain customer loyalty and good will. Testable propositions are offered.
Keywords: Leventhal criteria; mobile number portability; procedural justice; telecommunications; mobile communications; customer loyalty; good will; consumer fairness.
International Journal of Mobile Communications, 2007 Vol.5 No.6, pp.661 - 676
Available online: 24 Jun 2007Full-text access for editors Access for subscribers Purchase this article Comment on this article