Customer Expansion Processes Mediating by Knowledge from Customer in the Jordanian Telecommunication Sector to Achieve Customer Profitability

Abstract

The topic of Customer profitability is a focal concern for telecommunication sector who seeks to identify its antecedents and causal structure with the aim of better understanding managing customer profitability. For this reason, Customer expansion processes and “Knowledge from Customer” is widely used in this competitive environment to achieve Customer profitability. The purpose of this paper is to suggest a model that defines how the combination between Customer expansion processes and “Knowledge from Customer” would achieve the Customer profitability. This paper adapts the quantitative research approach by using the survey strategy which is conducted by a questionnaire collected from 193 people working in the management position of Jordanian telecommunication organizations. The researcher uses the Smart Partial Least Square (PLS) as an analysis technique to test all hypotheses. The findings suggest that there is a positive effect on adapting the Customer expansion processes for improving the Customer profitability mediated by the “Knowledge from Customer”.