Customer Confusion: The Mobile Phone Market

Authors: Turnbull, Peter W.; Leek, Sheena; Ying, Grace

Source: Journal of Marketing Management, Volume 16, Numbers 1-3, February 2000 , pp. 143-163(21)

Publisher: Routledge, part of the Taylor & Francis Group

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The consumer confusion phenomenon is associated with highly turbulent industries, which are characterised by rapid, technological change and evolving competition. These factors impede consumers' understanding of such markets and consequently effect their decision making process. This research focuses on the effect of confusion on information search behaviour which is part of the decision making process in the mobile phone market. Understanding search behaviour is of great importance to marketers, especially in designing marketing strategy and tactics.

The findings reveal that although consumer confusion exists in the mobile phone market, it does not have a detrimental effect on the market. In addition, the findings also suggest that suppliers should buildup a strong brand image and be aware of the importance of word of mouth sources since both of these are considered to be very significant reference points for consumers. Finally, further reductions in call charges, the maintenance of good quality service and customer care are essential for customer retention.

Document Type: Research Article


Publication date: February 1, 2000

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