Jeng, Don Jyh-Fu; Bailey, Thomas - In: Management decision : MD 50 (2012) 9, pp. 1570-1595
customer retention is an important field of study in this maturing market. Using the Canadian mobile phone market as an example …, this work aims to study the major motivators of customer retention and their interrelationships, and assess the value that … customers perceive with regard to the related advertising. Design/methodology/approach: Based on a literature review and expert …