How to cite this paper
Simpe, K., Otu, L & Agyekum, A. (2015). Antecedents of customer switching intention in the Ghanaian telecommunications industry.Accounting, 1(2), 95-108.
Refrences
Ambrose, M., Hess, R. L., & Ganesan, S. (2007). The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes. Organizational Behavior and Human Decision Processes, 103(1), 21–36.
Andreasen, A. R. (1985). Consumer responses to dissatisfaction in loose monopolies. Journal of Consumer Research, 12(2), 135-141.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (spsm) a model of consumer switching behavior in the services industry. Journal of Service Research, 2(2), 200-218.
Bennett, R., & Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations. International Journal of Service Industry Management, 16(1), 81-106.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185-210.
Colgate, M., & Lang, B. (2001). Switching barriers in consumer markets: an investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332-347.
Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O., & Ng, K. Y. (2001). Justice at the millennium: a meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425-445.
Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study.Journal of Business Research, 58(5), 664-673.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336.
Chin, W. W. (2010). How to write up and report PLS analyses. In Handbook of Partial Least Squares (pp. 665–690).
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests.Psychometrika, 16(3), 297-334.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 56(3), 55-68.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. The Journal of Marketing, 61(2), 35-51.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurements error. Journal of Marketing Research, 18(1), 39–50.
Fraering, M., & Minor, M. S. (2013). Beyond loyalty: customer satisfaction, loyalty, and fortitude. Journal of Services Marketing, 27(4), 334-344.
Geetha, M., & Abitha Kumari, J. (2012). Analysis of churn behavior of consumers in Indian telecom sector. Journal of Indian Business Research,4(1), 24-35.
Götz, O., Liehr-Gobbers, K., & Krafft, M. (2010). Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach. In Handbook of Partial Least Squares (pp. 691–711).
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. The Journal of Marketing Theory and Practice, 19(2), 139–152.
Hair, J. F. J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks: Sage Publications.
Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490.
Han, H., Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28(4), 563-572.
Hart, P., & Saunders, C. (1997). Power and trust: Critical factors in the adoption and use of electronic data interchange. Organization science, 8(1), 23-42.
Henseler, J., Ringle, C. M., & Sinkovics, R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–319.
Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: a contingency approach. European Journal of Marketing, 34(3/4), 418-433.
Homburg, C., & Fürst, A. (2005). How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach. Journal of Marketing, 69(3), 95–114.
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 59(2), 71-82.
Kock, N. (2013). WarpPLS 4.0 User Manual. Laredo, Texas: ScriptWarp Systems.
Kotler, P. (2003). Marketing Management, 11th ed., Prentice-Hall, Englewood Cliffs, NJ.
Klemperer, P. (1987). Markets with consumer switching costs. Quarterly Journal of Economics, 102(2), 375-394.
Kura, K. M., Mat, N. K. N., Gorondutse, H., Magaji, A. M., & Usman, A. Y. (2012, June). Determining the Antecedents of Customer Switching Behavior in Nigerian Banking Industry. In 1st Global Conference for Academic Research (GCAR 2012).
Lee, D. I., Sohn, C., & Lee, H. (2008). The role of satisfaction and trust in mobile CRM activities. International Journal of Electronic Customer Relationship Management, 2(2), 101-119.
Lee, L., Petter, S., Fayard, D., & Robinson, S. (2011). On the use of partial least squares path modeling in accounting research. International Journal of Accounting Information Systems, 12(4), 305–328.
Luhtanen, R., & Crocker, J. (1992). A collective self-esteem scale: Self-evaluation of one's social identity. Personality and Social Psychology Bulletin, 18(3), 302-318.
Maxham III, J. G., & Netemeyer, R. G. (2003). Firms reap what they sow: the effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 67(1), 46-62.
McCole, P. (2002). The role of trust for electronic commerce in services. International Journal of Contemporary Hospitality Management, 14(2), 81-87.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. The Journal of Marketing, 57(1), 81-101.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38.
NCA-Subscriber Base Information (2013). Overview of the Industry Statistics (Online). Available at: http://www.nca.org.gh/overviewofindustrystatistics.html [Accessed: 18 August, 2015].
Nikbin, D., Ismail, I., Marimuthu, M., & Armesh, H. (2012). Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry. Management Research Review, 35(3/4), 309-325.
Nunnally, J., & Bernstein, I. (1994). Psychometric Theory (3rd ed.). New York: McGraw-Hill.
Oliver, R. L. (1997). Satisfaction: A Behavioural Perspective on the Consumer. Boston: Irwin McGraw-Hill.
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships among customer loyalty programs, service quality, relationship quality and loyalty: An empirical study. Chinese Management Studies, 5(2), 194-206.
Palvia, P. (2009). The role of trust in e-commerce relational exchange: A unified model. Information & management, 46(4), 213-220.
Quester, P., & Lin Lim, A. (2003). Product involvement/brand loyalty: is there a link? Journal of product & brand management, 12(1), 22-38.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31.
Roos, A. J. (1999). Does ownership or competition matter? The effects of telecommunication reform in network expansion and efficiency. Journal of Regulatory Economics, 15(1), 65-92.
Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1995). Return on quality (ROQ): Making service quality financially accountable. The Journal of Marketing, 59(2), 58-70.
Sambandam, R., & Lord, K. R. (1995). Switching behavior in automobile markets: a consideration-sets model. Journal of the Academy of Marketing Science, 23(1), 57-65.
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of marketing Science, 28(1), 150-167.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372.
Svendsen, G. B., & Prebensen, N. K. (2013). The effect of brand on churn in the telecommunications sector. European Journal of Marketing, 47(8), 1177-1189.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. The Journal of Marketing, 62(2), 60-76.
Tyler, T. R., & Bies, R. J. (1990). Beyond formal procedures: The interpersonal context of procedural justice. Applied Social Psychology and Organizational Settings, 77, 98.
Tenenhaus, M., Amato, S., & Esposito Vinzi, V. (2004, June). A global goodness-of-fit index for PLS structural equation modelling. In Proceedings of the XLII SIS scientific meeting (Vol. 1, pp. 739-742). CLEUP Padova.
Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159-205.
Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information systems research using partial least squares. Journal of Information Technology Theory and Application, 11(2), 5-40.
Vázquez-Casielles, R., Suárez-Álvarez, L., & Del Río-Lanza, A. B. (2009). Customer satisfaction and switching barriers: Effects on repurchase intentions, positive recommendations, and price tolerance. Journal of Applied Social Psychology, 39(10), 2275–2302.
Vyas, V., & Raitani, S. (2014). Drivers of customers’ switching behaviour in Indian banking industry. International Journal of Bank Marketing, 32(4), 321-342.
Walsh, G., Evanschitzky, H., & Wunderlich, M. (2008). Identification and analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42(9/10), 977-1004.
Wetzels, M., Odekerken-Schröder, G., & van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and Empirical Illustration. MIS Quarterly, 33(1), 177–195.
Wold, H. (1982). Soft modelling: the basic design and some extensions.Systems Under Indirect Observation, Part II, 36-37.
Wirtz, J., & Mattila, A. S. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150-166.
Zhu, G., Ao, S., & Dai, J. (2011). Estimating the switching costs in wireless telecommunication market. Nankai Business Review International, 2(2), 213-236.
Andreasen, A. R. (1985). Consumer responses to dissatisfaction in loose monopolies. Journal of Consumer Research, 12(2), 135-141.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (spsm) a model of consumer switching behavior in the services industry. Journal of Service Research, 2(2), 200-218.
Bennett, R., & Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations. International Journal of Service Industry Management, 16(1), 81-106.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185-210.
Colgate, M., & Lang, B. (2001). Switching barriers in consumer markets: an investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332-347.
Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O., & Ng, K. Y. (2001). Justice at the millennium: a meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425-445.
Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study.Journal of Business Research, 58(5), 664-673.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336.
Chin, W. W. (2010). How to write up and report PLS analyses. In Handbook of Partial Least Squares (pp. 665–690).
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests.Psychometrika, 16(3), 297-334.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 56(3), 55-68.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. The Journal of Marketing, 61(2), 35-51.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurements error. Journal of Marketing Research, 18(1), 39–50.
Fraering, M., & Minor, M. S. (2013). Beyond loyalty: customer satisfaction, loyalty, and fortitude. Journal of Services Marketing, 27(4), 334-344.
Geetha, M., & Abitha Kumari, J. (2012). Analysis of churn behavior of consumers in Indian telecom sector. Journal of Indian Business Research,4(1), 24-35.
Götz, O., Liehr-Gobbers, K., & Krafft, M. (2010). Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach. In Handbook of Partial Least Squares (pp. 691–711).
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. The Journal of Marketing Theory and Practice, 19(2), 139–152.
Hair, J. F. J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks: Sage Publications.
Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490.
Han, H., Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28(4), 563-572.
Hart, P., & Saunders, C. (1997). Power and trust: Critical factors in the adoption and use of electronic data interchange. Organization science, 8(1), 23-42.
Henseler, J., Ringle, C. M., & Sinkovics, R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–319.
Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: a contingency approach. European Journal of Marketing, 34(3/4), 418-433.
Homburg, C., & Fürst, A. (2005). How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach. Journal of Marketing, 69(3), 95–114.
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 59(2), 71-82.
Kock, N. (2013). WarpPLS 4.0 User Manual. Laredo, Texas: ScriptWarp Systems.
Kotler, P. (2003). Marketing Management, 11th ed., Prentice-Hall, Englewood Cliffs, NJ.
Klemperer, P. (1987). Markets with consumer switching costs. Quarterly Journal of Economics, 102(2), 375-394.
Kura, K. M., Mat, N. K. N., Gorondutse, H., Magaji, A. M., & Usman, A. Y. (2012, June). Determining the Antecedents of Customer Switching Behavior in Nigerian Banking Industry. In 1st Global Conference for Academic Research (GCAR 2012).
Lee, D. I., Sohn, C., & Lee, H. (2008). The role of satisfaction and trust in mobile CRM activities. International Journal of Electronic Customer Relationship Management, 2(2), 101-119.
Lee, L., Petter, S., Fayard, D., & Robinson, S. (2011). On the use of partial least squares path modeling in accounting research. International Journal of Accounting Information Systems, 12(4), 305–328.
Luhtanen, R., & Crocker, J. (1992). A collective self-esteem scale: Self-evaluation of one's social identity. Personality and Social Psychology Bulletin, 18(3), 302-318.
Maxham III, J. G., & Netemeyer, R. G. (2003). Firms reap what they sow: the effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 67(1), 46-62.
McCole, P. (2002). The role of trust for electronic commerce in services. International Journal of Contemporary Hospitality Management, 14(2), 81-87.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. The Journal of Marketing, 57(1), 81-101.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38.
NCA-Subscriber Base Information (2013). Overview of the Industry Statistics (Online). Available at: http://www.nca.org.gh/overviewofindustrystatistics.html [Accessed: 18 August, 2015].
Nikbin, D., Ismail, I., Marimuthu, M., & Armesh, H. (2012). Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry. Management Research Review, 35(3/4), 309-325.
Nunnally, J., & Bernstein, I. (1994). Psychometric Theory (3rd ed.). New York: McGraw-Hill.
Oliver, R. L. (1997). Satisfaction: A Behavioural Perspective on the Consumer. Boston: Irwin McGraw-Hill.
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships among customer loyalty programs, service quality, relationship quality and loyalty: An empirical study. Chinese Management Studies, 5(2), 194-206.
Palvia, P. (2009). The role of trust in e-commerce relational exchange: A unified model. Information & management, 46(4), 213-220.
Quester, P., & Lin Lim, A. (2003). Product involvement/brand loyalty: is there a link? Journal of product & brand management, 12(1), 22-38.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31.
Roos, A. J. (1999). Does ownership or competition matter? The effects of telecommunication reform in network expansion and efficiency. Journal of Regulatory Economics, 15(1), 65-92.
Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1995). Return on quality (ROQ): Making service quality financially accountable. The Journal of Marketing, 59(2), 58-70.
Sambandam, R., & Lord, K. R. (1995). Switching behavior in automobile markets: a consideration-sets model. Journal of the Academy of Marketing Science, 23(1), 57-65.
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of marketing Science, 28(1), 150-167.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372.
Svendsen, G. B., & Prebensen, N. K. (2013). The effect of brand on churn in the telecommunications sector. European Journal of Marketing, 47(8), 1177-1189.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. The Journal of Marketing, 62(2), 60-76.
Tyler, T. R., & Bies, R. J. (1990). Beyond formal procedures: The interpersonal context of procedural justice. Applied Social Psychology and Organizational Settings, 77, 98.
Tenenhaus, M., Amato, S., & Esposito Vinzi, V. (2004, June). A global goodness-of-fit index for PLS structural equation modelling. In Proceedings of the XLII SIS scientific meeting (Vol. 1, pp. 739-742). CLEUP Padova.
Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159-205.
Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information systems research using partial least squares. Journal of Information Technology Theory and Application, 11(2), 5-40.
Vázquez-Casielles, R., Suárez-Álvarez, L., & Del Río-Lanza, A. B. (2009). Customer satisfaction and switching barriers: Effects on repurchase intentions, positive recommendations, and price tolerance. Journal of Applied Social Psychology, 39(10), 2275–2302.
Vyas, V., & Raitani, S. (2014). Drivers of customers’ switching behaviour in Indian banking industry. International Journal of Bank Marketing, 32(4), 321-342.
Walsh, G., Evanschitzky, H., & Wunderlich, M. (2008). Identification and analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42(9/10), 977-1004.
Wetzels, M., Odekerken-Schröder, G., & van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and Empirical Illustration. MIS Quarterly, 33(1), 177–195.
Wold, H. (1982). Soft modelling: the basic design and some extensions.Systems Under Indirect Observation, Part II, 36-37.
Wirtz, J., & Mattila, A. S. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150-166.
Zhu, G., Ao, S., & Dai, J. (2011). Estimating the switching costs in wireless telecommunication market. Nankai Business Review International, 2(2), 213-236.