The role of switching incentives and barriers affecting customer behavior in Korean mobile communications service

This paper provides a comprehensiv investigation of factors influencing the customer behavior (retention and switching) of subscribers in the Korean mobile communications service. The goal of the investigation is to develop a more systemic understanding of the relationship between customer satisfaction and customer behavior. To achieve this, we select a series of constructs related to factors affecting switching incentives and barriers, and measme their respective influences through empirical analysis