Notice of Violation of IEEE Publication Principles - The role of customer satisfaction, customer value and service experience in telecommunication industry

Abstract

Notice of Violation of IEEE Publication Principles<br><br>"The Role of Customer Satisfaction, Customer Value and Service Experience in Telecommunication Industry"<br>by Peng Ching Huai<br>in the Proceedings of the ISECS International Colloquium on Computing, Communication, Control, and Management, 2009, CCCM 2009, Volume 3, pp. 295-299<br><br> After careful and considered review of the content and authorship of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE's Publication Principles.<br><br>This paper contains significant portions of original text from the paper cited below. The original text was copied without attribution (including appropriate references to the original author(s) and/or paper title) and without permission.<br><br>Due to the nature of this violation, reasonable effort should be made to remove all past references to this paper, and future references should be made to the following article:<br><br>"Does Offline Service Quality Experience Guide Expectation of Using Online Service? The Role of Customer Satisfaction, Customer Value and Service Experience in Telecommunication Industry"<br>by Siripong Charoensuk<br>in the Proceedings of the Global Business Development and Strategy: New Paradigm, New Technique for Global Business Development and Strategy, June 2006<br><br> <br/> This paper examines the effect of offline service quality experience on customer satisfaction and expectation of using e-service with the moderating influences of customer value and service experience. Data from a survey of 400 telecom customers (both landline and mobile) were used to test the research model. The analytical results indicate that high perception (vs. low perception) of traditional service will result in higher expectation of using e-service. Next, customer satisfaction shows the perfect mediation role of the relationship between offline service quality and expectation of using e-service. No moderating effects of customer value and service experience were found in this study but direct effects.