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The Service Industries Journal Volume 30, 2010 - Issue 13
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Original Articles

Fighting churn with rate plan right-sizing: a customer retention strategy for the wireless telecommunications industry

Ken Kwong-Kay Wong Department of Marketing, Universitas 21 Global, 5 Shenton Way, #01-01 UIC Building, Singapore, 068808, SingaporeCorrespondence[email protected]
Pages 2261-2271 | Received 15 Jun 2009, Accepted 18 Aug 2009, Published online: 04 Sep 2010

Citations (17)

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Read on this site (2)

S. R. Nikhashemi, Naser Valaei, Sajad Rezaei & Grégory Bressolles. (2021) The Hidden Chain of Branded Telecommunication Services Delivery: Value, Trust, Brand, Price Tolerance and Word of Mouth Communication Chain. Journal of Relationship Marketing 20:3, pages 204-240.
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Miao Miao & Krishna Jayakar. (2014) Bounded rationality and consumer choice: an evaluation of consumer choice of mobile bundles. Chinese Journal of Communication 7:2, pages 191-211.
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Articles from other publishers (15)

Saeed Badghish, Aqueeb Sohail Shaik, Nidhi Sahore, Shalini Srivastava & Ayesha Masood. (2024) Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective. Technological Forecasting and Social Change 198, pages 122972.
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Sarkaft Saleh & Subrata Saha. (2023) Customer retention and churn prediction in the telecommunication industry: a case study on a Danish university. SN Applied Sciences 5:7.
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Giovanna Capponi, Nicoletta Corrocher & Lorenzo Zirulia. (2021) Personalized pricing for customer retention: Theory and evidence from mobile communication. Telecommunications Policy 45:1, pages 102069.
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Sabine Moser, Jan H. Schumann, Florian von Wangenheim, Fabian Uhrich & Felix Frank. (2018) The Effect of a Service Provider’s Competitive Market Position on Churn Among Flat-Rate Customers. Journal of Service Research 21:3, pages 319-335.
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Torsten J. Gerpott & Phil Meinert. (2017) Choosing a wrong mobile communication price plan: An empirical analysis of predictors of the degree of tariff misfit among flat rate subscribers in Germany. Telematics and Informatics 34:4, pages 303-313.
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Torsten J. Gerpott. 2016. Kundenzufriedenheit. Kundenzufriedenheit 459 505 .
최지혜, 김응도 & 이대호. (2015) Combined Effects of Telco and Manufacturers’ Quality on Customer Satisfaction: Smart Phone Market in Korea. Global Business Administration Review 12:2, pages 253-271.
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Torsten J. Gerpott & Nima Ahmadi. (2014) Antecedents of international mobile Internet tariff type preferences : an empirical study of roaming customers. info 16:4, pages 71-87.
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Luis Miranda-Gumucio, Ignacio Gil-Pechuán & Daniel Palacios-Marqués. (2012) An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping. Service Business 7:4, pages 603-622.
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Torsten J. Gerpott, Sandra Thomas & Michael Weichert. (2013) Characteristics and mobile Internet use intensity of consumers with different types of advanced handsets: An exploratory empirical study of iPhone, Android and other web-enabled mobile users in Germany. Telecommunications Policy 37:4-5, pages 357-371.
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Ken Kwong-Kay Wong. (2012) Financial implications of rate plan optimization in the post-paid mobile market. Telematics and Informatics 29:1, pages 82-89.
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Torsten J. Gerpott. 2012. Kundenzufriedenheit. Kundenzufriedenheit 485 522 .
Ken Kwong-Kay Wong. (2011) Getting what you paid for: Fighting wireless customer churn with rate plan optimization. Journal of Database Marketing & Customer Strategy Management 18:2, pages 73-82.
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Ken Kwong-Kay Wong. (2011) Using Cox regression to model customer time to churn in the wireless telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing 19:1, pages 37-43.
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Katja Berger, Christina Schamp, Mark Heitmann & Klaus Wertenbroch. (2021) Precommitment-based Pricing. SSRN Electronic Journal.
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