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.
|Title of host publication||Big Data Analyses, Services, and Smart Data, BigDAS 2018|
|Editors||Wookey Lee, Carson K. Leung, Aziz Nasridinov|
|Publisher||Springer Science and Business Media Deutschland GmbH|
|Number of pages||21|
|Publication status||Published - 2021|
|Event||6th International Conference on Big Data Applications and Services, BigDAS 2018 - Zhengzhou, China|
Duration: 2018 Aug 19 → 2018 Aug 22
|Name||Advances in Intelligent Systems and Computing|
|Conference||6th International Conference on Big Data Applications and Services, BigDAS 2018|
|Period||18/8/19 → 18/8/22|
Bibliographical notePublisher Copyright:
© 2021, Springer Nature Singapore Pte Ltd.
All Science Journal Classification (ASJC) codes
- Control and Systems Engineering
- Computer Science(all)