How to cite this paper
Gerpott, T. (2018). Experienced speeds of fixed Internet connections as drivers of customer bonds with their provider – An empirical study of consumers in Germany.Management Science Letters , 8(12), 1239-1258.
Refrences
ACCC (2017). Broadband speed claims (August 2017, version 1). Brisbane: Australian Competition & Consumer Commission. Retrieved from .
Aiken, L.S., & West, S.G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park: Sa¬ge.
Barone, M. J., & Miniard, P. W. (1999). How and when factual ad claims mislead consumers: Examining the deceptive consequences of copy x copy interactions for partial comparative advertisements. Jour-nal of Marketing Research, 36(1), 58.
Boush, D.M., Friestad, M., & Wright, P. (2009). Deception in the marketplace. New York: Routledge.
Brinkmann, B. (2013). Internet langsamer als von Anbietern versprochen. Süddeutsche.de Digital, 11.4.2013. Retrieved from .
Bünder, H., & Jansen, J. (2018a). Mobilfunkkunden zahlen zu viel für langsames Internet. Frankfurter Allgemeine Zeitung, 18.1.2018, No. 15, 22.
Bünder, H., & Jansen, J. (2018b). Der große Breitbandschwindel. Frankfurter Allgemeine Zeitung, 13.2.2018, No. 37, 21.
Bundesnetzagentur (2017a). Breitbandmessung Jahresbericht 2015/16. Bonn: Bundesnetz¬agentur. Retrieved from .
Bundesnetzagentur (2017b). Tätigkeitsbericht Telekommunikation 2016/2017. Bonn: Bundesnetzagentur. Retrie¬ved from .
Bundesnetzagentur (2018a). Breitbandmessung. Bonn: Bundesnetzagentur (17. Jan. 2018). Retrieved from .
Bundesnetzagentur (2018b). Breitbandmessung Jahresbericht 2016/17. Bonn: Bundesnetzagentur. Re-trieved from .
Buoye, A. (2016). An examination of relative satisfaction and share of wallet: Investigating the impact of country and customer characteristics. Journal of Service Theory and Practice, 26(3), 297.
CAP (2017). Broadband speed claims: Advertising guidance (non-broadcast and broadcast) (23 Nov. 2017). London: Committee of Advertising Practice & Advertising Standards Authority. Retrieved from .
Chuah, S. H. W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36, 124.
Chuang, S. C., Cheng, Y. H., Chang, C. J., & Yang, S. W. (2012). The effect of service failure types and service recovery on customer satisfaction: A mental accounting perspective. The Service Industries Journal, 32(2), 257.
Cronbach, L. J. (1987). Statistical tests for moderator variables: Flaws in analyses recently proposed. Psy-chological Bulletin, 102(3), 414.
Dabholkar, P. A., & Sheng, X. (2008). Perceived download waiting in using web sites: A conceptual framework with mediating and moderating effects. Journal of Marketing Theory and Practice, 16(3), 259.
Dellaert, B. G., & Kahn, B. E. (1999). How tolerable is delay?: Consumers' evaluations of Internet web sites after waiting. Journal of interactive marketing, 13(1), 41.
Dialog Consult, & VATM (2017). 19. TK-Marktanalyse Deutschland 2017. Düsseldorf: Dialog Consult (18. Okt. 2017). Retrieved from .
Elkins, E. (2018). Powered by Netflix: Speed test services and video-on-demand’s global development projects. Media, Culture & Society, 40(6), 838.
Fathy, D., Elsharnouby, T. H., & Aish, E. A. (2016). Deception in advertising revisited: Antecedents and differences in perception across consumer groups. International Journal of Business and Emerging Markets, 8(4), 403.
Faulhaber, G. R. (2010). Transparency and broadband Internet service providers. International Journal of Communication, 4(1), 738.
FCC (2016). Measuring broadband America: Fixed broadband report. Washington: Federal Communica-tions Commission. Retrieved from .
Gerpott, T. J. (2016). Management von Kundenzufriedenheit in der Mobilfunkbranche. In: Homburg, C. (Ed.), Kundenzufriedenheit (9th ed.), Wiesbaden: Springer Gabler, 459.
Gerpott, T. J. (2017a). Regulierung der Mindestqualität von Internetzugangsdiensten. Netzwirtschaften & Recht, 14(3-4), 143.
Gerpott, T. J. (2017b). Informationsbereitstellung für Verbraucher bei Internetzugangsdiensten. Kommu-nikation & Recht, 20(6), 378.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the Ger-man mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249.
Gillespie, E. A., Hybnerova, K., Esmark, C., & Noble, S. M. (2016). A tangled web: Views of deception from the customer's perspective. Business Ethics: A European Review, 25(2), 198.
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2014). The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image. Procedia – Social and Behavioral Sciences, 148, 236.
Gneezy, A., Gneezy, U., & Lauga, D. O. (2014). A reference-dependent model of the price–quality heu-ristic. Journal of Marketing Research, 51(2), 153.
Grubesic, T. H. (2015). The broadband provision tensor. Growth and Change, 46(1), 58.
Grzybowski, L., Hasbi, M., & Liang, J. (2018). Transition from copper to fiber broadband: The role of connection speed and switching costs. Information Economics and Policy, 42(1), 1.
Hasan, S. A., & Subhani, M. I. (2011). Effects of deceptive advertising on consumer loyalty in telecom-munication industry of Pakistan. Information Management and Business Review, 3(5), 261.
ITU (2017). The state of broadband: Broadband catalyzing sustainable development. Genf: International Telecommunication Union. Retrieved from .
Jha, S., & Balaji, M.S. (2015). Perceived justice and recovery satisfaction: The moderating role of cus-tomer-perceived quality. Management & Marketing, 10(2), 132.
Kahneman, D., & Tversky, A. (1979). Prospect theory: An analysis of decision under risk. Econometrica, 47(2), 263.
Khan, S.K., Saeed, N., Feroz, M., Liaqaut, S., Khan, A., & Jabeen, Z. (2015). Impact of deceptive market-ing on consumers behavior: A case of cellular industry of Pakistan. Journal of Marketing and Con-sumer Research, 18(1), 91.
Kim, H. S., & Yoon, C. H. (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications Policy, 28(9-10), 751.
Klingbeil, L. (2017). Interview Netzfragen zur Bundestagswahl. Telepolis Onlinemagazin für Politik & Medien im digitalen Zeitalter (2. Sep. 2017). Retrieved from .
Klink, J., Podolska, M. J., & Uhl, T. (2012). Regulatory framework and technical aspects of broadband access to the Internet in Europe. 2nd Baltic Congress on Future Internet Communications. Vilnius: IEEE. DOI: 10.1109/BCFIC.2012.6217980. Retrieved from .
Lukas, K., Marks, A., Schöttler, B. O., & Sudhues, C. (2013). Abschlussbericht “Dienstequalität von Breitbandzugängen“. Ismaning: Zafaco. Retrieved from .
Lukas, K., Marks, A., Schöttler, B. O., & Sudhues, C. (2014). Abschlussbericht „Dienstequalität von Breitbandzugängen II“. Ismaning: Zafaco. Retrieved from .
Lunn, P. D., & Lyons, S. (2017). Customer switching intentions for telecoms services: Evidence from Ire-land. Dublin: MPRA Paper No. 77412 (10. Mar. 2017). Retrieved from .
Malhotra, A., & Kubowicz Malhotra, C. (2013). Exploring switching behavior of US mobile service cus-tomers. Journal of Services Marketing, 27(1), 13.
Mansmann, U. (2009). Grob geschätzt – Online-Speedtests arbeiten ungenau. c’t magazin für computer technik, 27(8), 157.
Ofcom (2016). Ofcom broadband and mobile checker app. London: Office of Communications (16. Dec. 2016). Retrieved from: .
Ofcom (2018). UK home broadband performance. London: Office of Communications (9 May 2018). Retrieved from: .
Quach, T. N., Jebarajakirthy, C., & Thaichon, P. (2016). The effects of service quality on Internet service provi¬der customers’ behaviour: A mixed methods study. Asia Pacific Journal of Marketing and Logis-tics, 28(3), 435.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Reuter, M. (2018). Breitbandmessung: Wenn deine Internetverbindung ein Backofen wäre. Berlin: Netzpolitik.org (18. Jan. 2018). Retrieved from .
Riquelme, I. P., Román, S., & Iacobucci, D. (2016). Consumers' perceptions of online and offline retailer deception: A moderated mediation analysis. Journal of Interactive Marketing, 35, 16.
Ryan, G., del Mar Pàmies, M., & Valverde, M. (2015). WWW= Wait, wait, wait: Emotional reactions to waiting on the Internet. Journal of Electronic Commerce Research, 16(4), 261.
Ryan, G., & Valverde, M. (2006). Waiting in line for online services: A qualitative study of the user's per-spective. Information Systems Journal, 16(2), 181.
Schamberg, J. (2015). Urteil zur Internetgeschwindigkeit: Auch “bis zu”-Werbung kann irreführend sein. Onlinekosten.de (14. Nov. 2015). Retrieved from .
Shahzad, M., & Kausar, M. (2016). The influence of deceptive advertising on customer trust and loyalty. Umeå: School of Business and Economics. Retrieved from .
Stocker, V., & Whalley, J. (2018). Speed isn't everything: A multi-criteria analysis of the broadband con-sumer experience in the UK. Telecommunications Policy, 42(1), 1.
Telekom Deutschland (2018). Leistungsbeschreibung MagentaZuhause (Stand: 01.01.2018). Bonn: Deutsche Telekom. Retrieved from .
Thaichon, P., Lobo, A., Prentice, C., & Quach, T. N. (2014). The development of service quality dimen-sions for Internet service providers: Retaining customers of different usage patterns. Journal of Retail-ing and Consumer Services, 21(6), 1047.
Xie, G. X., Madrigal, R., & Boush, D. M. (2015). Disentangling the effects of perceived deception and anticipated harm on consumer responses to deceptive advertising. Journal of Business Ethics, 129(2), 281.
Aiken, L.S., & West, S.G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park: Sa¬ge.
Barone, M. J., & Miniard, P. W. (1999). How and when factual ad claims mislead consumers: Examining the deceptive consequences of copy x copy interactions for partial comparative advertisements. Jour-nal of Marketing Research, 36(1), 58.
Boush, D.M., Friestad, M., & Wright, P. (2009). Deception in the marketplace. New York: Routledge.
Brinkmann, B. (2013). Internet langsamer als von Anbietern versprochen. Süddeutsche.de Digital, 11.4.2013. Retrieved from .
Bünder, H., & Jansen, J. (2018a). Mobilfunkkunden zahlen zu viel für langsames Internet. Frankfurter Allgemeine Zeitung, 18.1.2018, No. 15, 22.
Bünder, H., & Jansen, J. (2018b). Der große Breitbandschwindel. Frankfurter Allgemeine Zeitung, 13.2.2018, No. 37, 21.
Bundesnetzagentur (2017a). Breitbandmessung Jahresbericht 2015/16. Bonn: Bundesnetz¬agentur. Retrieved from .
Bundesnetzagentur (2017b). Tätigkeitsbericht Telekommunikation 2016/2017. Bonn: Bundesnetzagentur. Retrie¬ved from .
Bundesnetzagentur (2018a). Breitbandmessung. Bonn: Bundesnetzagentur (17. Jan. 2018). Retrieved from .
Bundesnetzagentur (2018b). Breitbandmessung Jahresbericht 2016/17. Bonn: Bundesnetzagentur. Re-trieved from .
Buoye, A. (2016). An examination of relative satisfaction and share of wallet: Investigating the impact of country and customer characteristics. Journal of Service Theory and Practice, 26(3), 297.
CAP (2017). Broadband speed claims: Advertising guidance (non-broadcast and broadcast) (23 Nov. 2017). London: Committee of Advertising Practice & Advertising Standards Authority. Retrieved from .
Chuah, S. H. W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36, 124.
Chuang, S. C., Cheng, Y. H., Chang, C. J., & Yang, S. W. (2012). The effect of service failure types and service recovery on customer satisfaction: A mental accounting perspective. The Service Industries Journal, 32(2), 257.
Cronbach, L. J. (1987). Statistical tests for moderator variables: Flaws in analyses recently proposed. Psy-chological Bulletin, 102(3), 414.
Dabholkar, P. A., & Sheng, X. (2008). Perceived download waiting in using web sites: A conceptual framework with mediating and moderating effects. Journal of Marketing Theory and Practice, 16(3), 259.
Dellaert, B. G., & Kahn, B. E. (1999). How tolerable is delay?: Consumers' evaluations of Internet web sites after waiting. Journal of interactive marketing, 13(1), 41.
Dialog Consult, & VATM (2017). 19. TK-Marktanalyse Deutschland 2017. Düsseldorf: Dialog Consult (18. Okt. 2017). Retrieved from .
Elkins, E. (2018). Powered by Netflix: Speed test services and video-on-demand’s global development projects. Media, Culture & Society, 40(6), 838.
Fathy, D., Elsharnouby, T. H., & Aish, E. A. (2016). Deception in advertising revisited: Antecedents and differences in perception across consumer groups. International Journal of Business and Emerging Markets, 8(4), 403.
Faulhaber, G. R. (2010). Transparency and broadband Internet service providers. International Journal of Communication, 4(1), 738.
FCC (2016). Measuring broadband America: Fixed broadband report. Washington: Federal Communica-tions Commission. Retrieved from .
Gerpott, T. J. (2016). Management von Kundenzufriedenheit in der Mobilfunkbranche. In: Homburg, C. (Ed.), Kundenzufriedenheit (9th ed.), Wiesbaden: Springer Gabler, 459.
Gerpott, T. J. (2017a). Regulierung der Mindestqualität von Internetzugangsdiensten. Netzwirtschaften & Recht, 14(3-4), 143.
Gerpott, T. J. (2017b). Informationsbereitstellung für Verbraucher bei Internetzugangsdiensten. Kommu-nikation & Recht, 20(6), 378.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the Ger-man mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249.
Gillespie, E. A., Hybnerova, K., Esmark, C., & Noble, S. M. (2016). A tangled web: Views of deception from the customer's perspective. Business Ethics: A European Review, 25(2), 198.
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2014). The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image. Procedia – Social and Behavioral Sciences, 148, 236.
Gneezy, A., Gneezy, U., & Lauga, D. O. (2014). A reference-dependent model of the price–quality heu-ristic. Journal of Marketing Research, 51(2), 153.
Grubesic, T. H. (2015). The broadband provision tensor. Growth and Change, 46(1), 58.
Grzybowski, L., Hasbi, M., & Liang, J. (2018). Transition from copper to fiber broadband: The role of connection speed and switching costs. Information Economics and Policy, 42(1), 1.
Hasan, S. A., & Subhani, M. I. (2011). Effects of deceptive advertising on consumer loyalty in telecom-munication industry of Pakistan. Information Management and Business Review, 3(5), 261.
ITU (2017). The state of broadband: Broadband catalyzing sustainable development. Genf: International Telecommunication Union. Retrieved from .
Jha, S., & Balaji, M.S. (2015). Perceived justice and recovery satisfaction: The moderating role of cus-tomer-perceived quality. Management & Marketing, 10(2), 132.
Kahneman, D., & Tversky, A. (1979). Prospect theory: An analysis of decision under risk. Econometrica, 47(2), 263.
Khan, S.K., Saeed, N., Feroz, M., Liaqaut, S., Khan, A., & Jabeen, Z. (2015). Impact of deceptive market-ing on consumers behavior: A case of cellular industry of Pakistan. Journal of Marketing and Con-sumer Research, 18(1), 91.
Kim, H. S., & Yoon, C. H. (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications Policy, 28(9-10), 751.
Klingbeil, L. (2017). Interview Netzfragen zur Bundestagswahl. Telepolis Onlinemagazin für Politik & Medien im digitalen Zeitalter (2. Sep. 2017). Retrieved from .
Klink, J., Podolska, M. J., & Uhl, T. (2012). Regulatory framework and technical aspects of broadband access to the Internet in Europe. 2nd Baltic Congress on Future Internet Communications. Vilnius: IEEE. DOI: 10.1109/BCFIC.2012.6217980. Retrieved from .
Lukas, K., Marks, A., Schöttler, B. O., & Sudhues, C. (2013). Abschlussbericht “Dienstequalität von Breitbandzugängen“. Ismaning: Zafaco. Retrieved from .
Lukas, K., Marks, A., Schöttler, B. O., & Sudhues, C. (2014). Abschlussbericht „Dienstequalität von Breitbandzugängen II“. Ismaning: Zafaco. Retrieved from .
Lunn, P. D., & Lyons, S. (2017). Customer switching intentions for telecoms services: Evidence from Ire-land. Dublin: MPRA Paper No. 77412 (10. Mar. 2017). Retrieved from .
Malhotra, A., & Kubowicz Malhotra, C. (2013). Exploring switching behavior of US mobile service cus-tomers. Journal of Services Marketing, 27(1), 13.
Mansmann, U. (2009). Grob geschätzt – Online-Speedtests arbeiten ungenau. c’t magazin für computer technik, 27(8), 157.
Ofcom (2016). Ofcom broadband and mobile checker app. London: Office of Communications (16. Dec. 2016). Retrieved from: .
Ofcom (2018). UK home broadband performance. London: Office of Communications (9 May 2018). Retrieved from: .
Quach, T. N., Jebarajakirthy, C., & Thaichon, P. (2016). The effects of service quality on Internet service provi¬der customers’ behaviour: A mixed methods study. Asia Pacific Journal of Marketing and Logis-tics, 28(3), 435.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Reuter, M. (2018). Breitbandmessung: Wenn deine Internetverbindung ein Backofen wäre. Berlin: Netzpolitik.org (18. Jan. 2018). Retrieved from .
Riquelme, I. P., Román, S., & Iacobucci, D. (2016). Consumers' perceptions of online and offline retailer deception: A moderated mediation analysis. Journal of Interactive Marketing, 35, 16.
Ryan, G., del Mar Pàmies, M., & Valverde, M. (2015). WWW= Wait, wait, wait: Emotional reactions to waiting on the Internet. Journal of Electronic Commerce Research, 16(4), 261.
Ryan, G., & Valverde, M. (2006). Waiting in line for online services: A qualitative study of the user's per-spective. Information Systems Journal, 16(2), 181.
Schamberg, J. (2015). Urteil zur Internetgeschwindigkeit: Auch “bis zu”-Werbung kann irreführend sein. Onlinekosten.de (14. Nov. 2015). Retrieved from .
Shahzad, M., & Kausar, M. (2016). The influence of deceptive advertising on customer trust and loyalty. Umeå: School of Business and Economics. Retrieved from .
Stocker, V., & Whalley, J. (2018). Speed isn't everything: A multi-criteria analysis of the broadband con-sumer experience in the UK. Telecommunications Policy, 42(1), 1.
Telekom Deutschland (2018). Leistungsbeschreibung MagentaZuhause (Stand: 01.01.2018). Bonn: Deutsche Telekom. Retrieved from .
Thaichon, P., Lobo, A., Prentice, C., & Quach, T. N. (2014). The development of service quality dimen-sions for Internet service providers: Retaining customers of different usage patterns. Journal of Retail-ing and Consumer Services, 21(6), 1047.
Xie, G. X., Madrigal, R., & Boush, D. M. (2015). Disentangling the effects of perceived deception and anticipated harm on consumer responses to deceptive advertising. Journal of Business Ethics, 129(2), 281.