Logo do repositório
 
Publicação

Customer experience, loyalty, and churn in bundled telecommunications services

2024-04Artigo científico Acesso aberto
Ver registo simples
dc.contributor.authorRibeiro, Hugo
dc.contributor.authorBarbosa, Belem
dc.contributor.authorMoreira, Antonio
dc.contributor.authorRodrigues, Ricardo
dc.date.accessioned2026-01-22T16:49:25Z
dc.date.available2026-01-22T16:49:25Z
dc.date.issued2024-04en_US
dc.date.updated2026-01-16T19:07:54Z
dc.description.abstractThe telecommunications industry is highly competitive, as operators engage in fierce attacks, especially in bundled services, to acquire new customers originating high churn rate. The objective of this paper is to gain a comprehensive understanding of the factors influencing the switching of operators for bundled services among telecom operators. The paper includes a quantitative study with 3,004 customers utilizing bundled services from a Portuguese telecom operator. Employing covariance-based structural equation modeling and logit regression, the research shows that internet service, television service, and the service provided by the contact center exert the greatest impact on loyalty to the operator. In contrast, landline service has an insignificant effect, while loyalty has a negative influence on customer churn. This study offers telecommunications managers insights for identifying the main factors to retain customers and curbing customer defection. Additionally, it provides a framework for assessing customer experience within bundled telecom services, which is useful for researchers, managers and marketing practitioners alike.eng
dc.description.sponsorshipThe author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: NECE-UBI, Research Centre for Business Sciences, Research Centre and this work are funded by FCT Fundação para a Ciência e a Tecnologia, IP, project UIDB/04630/2020 and DOI identifier 10.54499/UIDB/04630/2020.
dc.description.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.doi10.1177/21582440241245191en_US
dc.identifier.issn2158-2440en_US
dc.identifier.slugcv-prod-4458019
dc.identifier.urihttp://hdl.handle.net/10400.2/21030
dc.language.isoeng
dc.peerreviewedyes
dc.relationResearch Unit in Business Sciences
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectPacket telecommunications
dc.subjectCustomer experience
dc.subjectSatisfaction
dc.subjectLoyalty
dc.subjectChurn
dc.subjectMPLUS
dc.subjectProbit regression
dc.titleCustomer experience, loyalty, and churn in bundled telecommunications serviceseng
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleResearch Unit in Business Sciences
oaire.awardURIhttp://hdl.handle.net/10400.2/21029
oaire.citation.issue2en_US
oaire.citation.titleSage Openen_US
oaire.citation.volume14en_US
oaire.fundingStreamConcurso de avaliação no âmbito do Programa Plurianual de Financiamento de Unidades de I&D (2017/2018) - Financiamento Base
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameMoreira
person.givenNameAntonio
person.identifier.orcid0000-0002-6613-8796
rcaap.cv.cienciaid541F-5442-5666 | António Carrizo Moreira
rcaap.rightsopenAccessen_US
relation.isAuthorOfPublication51ad303d-335c-4e2f-bae3-fffffef2e2f5
relation.isAuthorOfPublication.latestForDiscovery51ad303d-335c-4e2f-bae3-fffffef2e2f5
relation.isProjectOfPublication73a2ac74-2440-48ee-b41c-fddfe6ad45d7
relation.isProjectOfPublication.latestForDiscovery73a2ac74-2440-48ee-b41c-fddfe6ad45d7

Ficheiros

Principais
A mostrar 1 - 1 de 1
Miniatura
Nome:
177_2024_Customer-experience-loyalty-and-churn-in-bundled-telecommunications-services.pdf
Tamanho:
976.54 KB
Formato:
Adobe Portable Document Format
Ver/Abrir
Licença
A mostrar 1 - 1 de 1
Miniatura indisponível
Nome:
license.txt
Tamanho:
1.97 KB
Formato:
Item-specific license agreed upon to submission
Descrição:
Ver/Abrir

Coleções

UAb | CiênciaVitae | Gestão e Economia