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An Evaluation of Customer Retention in the Mobile Telecommunications Marketplace
Industrial marketing, Luleå university of technology.
2009 (English)In: Academy of Marketing Conference Proceedings, 2009Conference paper, Published paper (Refereed)
Abstract [en]

In today’s competitive marketplace, customer retention is a critical issue in the success of any business system. One of the key challenges of service-oriented businesses, such as mobile telecoms, is how to retain customers. Customer retention is gaining increasing attention in business today, since loyal customers are seen as essential components to organizational success. Therefore, corporations strive to identify and manage effective methods to retain their customers, since such retention will lead the company to a greater number of loyal customers and thus more profit and market share.Many models and theories focused on assessing customer retention and describing its determinants have been advanced in different formats. However, determining exactly what affects customer retention in the mobile telecom market and identifying which drivers have the largest impact on customer retention in this sector are not yet fully understood. These issues are addressed in this paper, which utilizes the customer retention formation model based on past theories (e.g., Kim, 2004) and ideas from experts in this market. Our empirical analysis is based on a sample of 280 consumers who were contacted face-to-face. Our results indicate that the proposed model is applicable to the mobile telecom market.

Place, publisher, year, edition, pages
2009.
Keyword [en]
Customer Retention, Mobile Telecoms, Environmental Dynamism, Iran
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:kth:diva-71066OAI: oai:DiVA.org:kth-71066DiVA: diva2:486479
Conference
Academy of Marketing Annual Conference 2009, Leeds, Great Britain, July 7-9, 2009
Note
QC 20120131Available from: 2012-01-30 Created: 2012-01-30 Last updated: 2012-01-31Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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