Customer churn analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry

[1]  Alex Berson,et al.  Building Data Mining Applications for CRM , 1999 .

[2]  Dirk Van den Poel,et al.  Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting , 2005, Eur. J. Oper. Res..

[3]  Moon-Koo Kim,et al.  The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services , 2004 .

[4]  F. F. Reichheld,et al.  Zero defections: quality comes to services. , 1990, Harvard business review.

[5]  L. Feick,et al.  The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France , 2001 .

[6]  B. Wernerfelt,et al.  Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis , 1987 .

[7]  L. Berry,et al.  Customers' motivations for maintaining relationships with service providers , 1997 .

[8]  Robert W. Shoemaker,et al.  The Coupon-Prone Consumer: Some Findings Based on Purchase Behavior across Product Classes , 1987 .

[9]  Dirk Van den Poel,et al.  Customer attrition analysis for financial services using proportional hazard models , 2004, Eur. J. Oper. Res..

[10]  Chih-Ping Wei,et al.  Turning telecommunications call details to churn prediction: a data mining approach , 2002, Expert Syst. Appl..

[11]  Huan Liu,et al.  Customer Retention via Data Mining , 2000, Artificial Intelligence Review.

[12]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

[13]  Myeong-Ho Lee,et al.  Competition in Korean mobile telecommunications market: business strategy and regulatory environment , 2001 .

[14]  Hee-Su Kim,et al.  Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market , 2004 .

[15]  Susan M. Keaveney,et al.  Customer Switching Behavior in Service Industries: An Exploratory Study , 1995 .

[16]  T. J. Gerpott,et al.  Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market , 2001 .

[17]  Piew Datta,et al.  Targeting Customers with Statistical and Data-Mining Techniques , 2001 .

[18]  William O. Bearden,et al.  Selected Determinants of Consumer Satisfaction and Complaint Reports , 1983 .

[19]  S. Daskalaki,et al.  Data mining for decision support on customer insolvency in telecommunications business , 2003, Eur. J. Oper. Res..

[20]  D. Hosmer,et al.  Applied Logistic Regression , 1991 .

[21]  P. K. Kannan,et al.  Implications of loyalty program membership and service experiences for customer retention and value , 2000 .

[22]  D. A. Kenny,et al.  The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. , 1986, Journal of personality and social psychology.

[23]  M. Uncles,et al.  Do Customer Loyalty Programs Really Work , 1997 .

[24]  Eric Johnson,et al.  Predicting subscriber dissatisfaction and improving retention in the wireless telecommunications industry , 2000, IEEE Trans. Neural Networks Learn. Syst..

[25]  Subhash Sharma,et al.  Identification and Analysis of Moderator Variables , 1981 .

[26]  Peter D. Bennett,et al.  Consumer and industrial buying behavior , 1978 .

[27]  Samaradasa Weerahandi,et al.  Using Survey Data to Predict Adoption and Switching for Services , 1995 .

[28]  Thomas O. Jones,et al.  Why Satisfied Customers Defect , 1996 .

[29]  Gary Madden,et al.  Subscriber churn in the Australian ISP market , 1999 .

[30]  D. Hemenway,et al.  Complaints and Disenrollment at a Health Maintenance Organization , 1992 .

[31]  D. Jain,et al.  Customer lifetime value research in marketing: A review and future directions , 2002 .

[32]  W. Godwin.  Article in Press , 2000 .

[33]  C. Fornell.  A National Customer Satisfaction Barometer: The Swedish Experience: , 1992 .

[34]  Frederick F. Reichheld,et al.  The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Эффект лояльности: скрытая движущая сила роста, прибыли и постоянной ценности) , 1996 .

[35]  D. Leonard-Barton,et al.  Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation , 1995 .