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

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  • Somosi, Agnes
  • Stiassny, Alfred
  • Kolos, Krisztina
  • Warlop, Luk

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.

Suggested Citation

  • Somosi, Agnes & Stiassny, Alfred & Kolos, Krisztina & Warlop, Luk, 2021. "Customer defection due to service elimination and post-elimination customer behavior: An empirical investigation in telecommunications," International Journal of Research in Marketing, Elsevier, vol. 38(4), pages 915-934.
    • Handle: RePEc:eee:ijrema:v:38:y:2021:i:4:p:915-934
    DOI: 10.1016/j.ijresmar.2021.03.003
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