کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
6950267 | 1451537 | 2018 | 15 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Termination notice of mobile network operator customers after a tariff switch: An empirical study of postpaid subscribers in Germany
ترجمه فارسی عنوان
خاتمه دادن به مشتریان اپراتور تلفن همراه پس از تعویض تعرفه: مطالعه تجربی مشترکان پس از پرداخت در آلمان
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کلمات کلیدی
اعلامیه لغو قرارداد، ریزش مشتری، آلمان، ارتباطات تلفن همراه، تعویض تعرفه، اطلاعیه خاتمه
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
سیستم های اطلاعاتی
چکیده انگلیسی
Proactive subscriber churn management strategies of mobile network operators (MNOs) require that steps are taken to keep customers before they hand over a formal notice of termination to their provider. Therefore, several studies have analyzed how MNO customers who gave a termination announcement differ from individuals who did not communicate this message. However, no work has examined such differences among subscribers who recently switched to another tariff of their MNO. Therefore, this paper explores socio-demographic, service consumption and tariff change differences between contract cancellation “announcers” and “non-announcers” in a sample of 1810 postpaid customers who had changed their rate plan not long ago. Cancellation announcers were more likely to be males who decreased their mobile voice consumption after their tariff switch, had already attempted to churn in the past, had moved from an unmetered to a metered rate type, paid higher monthly bill amounts and received no discounts on their current rate plan that was introduced on the market some time ago. Among subscribers who gave a termination notice, early (late) cancellation announcers were more likely to be older (younger) customers with a growing (shrinking) SMS consumption after their tariff switch, had not attempted (had already tried) to leave their current MNO in the past, and were in a rate plan that was (not) recently introduced. The findings contribute to the literature on mobile customer retention and have implications for practitioners and scholars.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Telecommunications Policy - Volume 42, Issue 3, April 2018, Pages 212-226
Journal: Telecommunications Policy - Volume 42, Issue 3, April 2018, Pages 212-226
نویسندگان
Torsten J. Gerpott, Phil Meinert,