Average Usage and Service Quality

The In-Touch study shows that the better the service quality, the more often people will turn to a particular service. The meaning that people use more what they like more – and that the service quality does have an impact on operator revenues (http://unite.nokiasiemensnetworks.com/adwords/article/view/id/46, retrieved May 4, 2009). Another study by Nam et al (2007) about the effects of service quality and word of mouth on customer acquisition, retention and usage found a direct effect of service quality and usage.