Customer defection due to service elimination and post-elimination customer behavior: An empirical investigation in telecommunications

Agnes Somosi, Alfred Stiassny, Krisztina Kolos and Luk Warlop

International Journal of Research in Marketing, 2021, vol. 38, issue 4, 915-934

Abstract: Service industries require rapid innovations in their service portfolios to gain and maintain competitive advantages. Service elimination is a potential tool for portfolio renewal, though it might threaten increased defection rates. To contribute to both service elimination and customer defection literature, this paper proposes a model of customer responses to service elimination, with practical implications for decision-makers in rapidly innovating telecommunication markets.

Keywords: Service elimination; Customer defection; Switching cost; Telecommunication services; Heckman sample selection (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:eee:ijrema:v:38:y:2021:i:4:p:915-934

DOI: 10.1016/j.ijresmar.2021.03.003

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