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Determinants of churn in telecommunication services: a systematic literature review

2023-02-28Artigo científico Acesso aberto
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dc.contributor.authorRibeiro, Hugo
dc.contributor.authorBarbosa, Belém
dc.contributor.authorMoreira, Antonio
dc.contributor.authorRodrigues, Ricardo Gouveia
dc.date.accessioned2026-02-10T15:24:07Z
dc.date.available2026-02-10T15:24:07Z
dc.date.issued2023-02-28en_US
dc.date.updated2026-01-27T10:48:26Z
dc.description.abstractThe telecommunications industry is particularly competitive and characterized by very high churn rates. The literature on the topic is vast, but studies on the determinants of churn behavior are dispersed, failing to provide a comprehensive view of the state of the art. Based on this research gap, this article aims to contribute to developing the literature on customer churn in the telecommunications sector by summarizing the current state of research, and identifying the main determinants of churn and switching intentions. It provides a systematic literature review (SLR) of 37 articles on the topic published between 1999 and 2022. The results reveal the existence of two research streams. The first, in which the studies are based on surveys examining the alleged intentions of subscribers to change operators, with criteria such as satisfaction and attitudes as predictors, and the second, dealing with subscribers’ actual switching behavior and relating this to behaviors and characteristics extracted from internal customer management systems. All independent variables used to explain switching intention or real churn were mapped. It was found that age, gender, satisfaction, switching costs and barriers, and service quality are the most important determinants highlighted by the literature. Our study also outlines some insightful practical implications, which could be extended to other service sectors. The paper ends with a research agenda for future studies according to the gaps detected by the study’s results. Among its limitations, this research excludes papers related to predictive models and studies not in English.eng
dc.description.sponsorshipFunding No funding was received for conducting this study. Open access funding provided by FCT|FCCN (b-on).
dc.description.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.doi10.1007/s11301-023-00335-7en_US
dc.identifier.issn2198-1620en_US
dc.identifier.issn2198-1639en_US
dc.identifier.slugcv-prod-3515192
dc.identifier.urihttp://hdl.handle.net/10400.2/21228
dc.language.isoeng
dc.peerreviewedyes
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectSystematic literature review
dc.subjectCustomer switching behavior
dc.subjectCustomer churn
dc.subjectTelco industry
dc.titleDeterminants of churn in telecommunication services: a systematic literature revieweng
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage1364
oaire.citation.issue3en_US
oaire.citation.startPage1327
oaire.citation.titleManagement Review Quarterlyen_US
oaire.citation.volume74en_US
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

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