This paper analyzes telecom consumer relationship by exploring customer switching\nbehavior and classifying communication categories to support companies in planning\napplicable communication to thwart the consumer switching and improving\nconsumer loyalty. Quantitative research is carried out by surveying 383 telecom\nconsumers who have experienced the switching process. Findings uncover that telecom\nconsumers selected distinct information methods before making switching decision.\nActive consumers prefer newsletter based on quality of service while passive\nconsumers select newsletter largely based on competitive prices.
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