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The Soft Side of Technology Adoption: A Study of Customer Experience on Mobile Phone Usage

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Proceedings of International Conference on Emerging Technologies and Intelligent Systems (ICETIS 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 322))

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Abstract

The smartphone industry has become a lucrative market attracting new entrants and resulting in an intense competition in the industry. In order for smartphones companies to sustain within the industry, it is essential for them to understand how consumers feel and experience with their products. It is critical to examine customer experience as it can influence consumers’ perceived value of a product. The aim of this study is to investigate the relationships between five dimensions of customer experience and perceived value and brand loyalty in the mobile phone context. The results show that the sense, feel, act, and relate experience are significantly related to perceived value, which in turn, positively related to brand loyalty. Implications of the research findings are discussed.

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Author information

Authors and Affiliations

  1. UCSI Graduate Business School, UCSI University, Kuala Lumpur, Malaysia

    Yet Mee Lim, Tat-Huei Cham, Jason Wai Chow Lee & Chuen Kee Pek

Authors
  1. Yet Mee Lim
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  2. Tat-Huei Cham
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  3. Jason Wai Chow Lee
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  4. Chuen Kee Pek
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Editor information

Editors and Affiliations

  1. The British University in Dubai, Dubai, United Arab Emirates

    Mostafa Al-Emran

  2. Universiti Teknologi Malaysia, Johor, Malaysia

    Mohammed A. Al-Sharafi

  3. Al Buraimi University College, Al Buraimi, Oman

    Mohammed N. Al-Kabi

  4. The British University in Dubai, Dubai, United Arab Emirates

    Khaled Shaalan

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Lim, Y.M., Cham, TH., Lee, J.W.C., Pek, C.K. (2022). The Soft Side of Technology Adoption: A Study of Customer Experience on Mobile Phone Usage. In: Al-Emran, M., Al-Sharafi, M.A., Al-Kabi, M.N., Shaalan, K. (eds) Proceedings of International Conference on Emerging Technologies and Intelligent Systems. ICETIS 2021. Lecture Notes in Networks and Systems, vol 322. Springer, Cham. https://doi.org/10.1007/978-3-030-85990-9_67

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