{"id":"https://openalex.org/W4253804692","doi":"https://doi.org/10.1504/ijmc.2020.104421","title":"Customer resistance to churn in a mature mobile telecommunications market","display_name":"Customer resistance to churn in a mature mobile telecommunications market","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W4253804692","doi":"https://doi.org/10.1504/ijmc.2020.104421"},"language":"en","primary_location":{"id":"doi:10.1504/ijmc.2020.104421","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijmc.2020.104421","pdf_url":null,"source":{"id":"https://openalex.org/S11933594","display_name":"International Journal of Mobile Communications","issn_l":"1470-949X","issn":["1470-949X","1741-5217"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Mobile Communications","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100730148","display_name":"Seungyeon Kim","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Seungyeon Kim","raw_affiliation_strings":["Department of Fintech Business, KB Financial Group, KB Card Building 3rd floor, 30, Saemunan-ro 3-gil, Jongno-gu, Seoul, 03173, South Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Fintech Business, KB Financial Group, KB Card Building 3rd floor, 30, Saemunan-ro 3-gil, Jongno-gu, Seoul, 03173, South Korea","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5013954140","display_name":"Younghoon Chang","orcid":"https://orcid.org/0000-0003-1421-5777"},"institutions":[{"id":"https://openalex.org/I125839683","display_name":"Beijing Institute of Technology","ror":"https://ror.org/01skt4w74","country_code":"CN","type":"education","lineage":["https://openalex.org/I125839683","https://openalex.org/I890469752"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Younghoon Chang","raw_affiliation_strings":["School of Management and Economics, Beijing Institute of Technology, 5 South Zhongguancun St., Haidian District, Beijing, 100081, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management and Economics, Beijing Institute of Technology, 5 South Zhongguancun St., Haidian District, Beijing, 100081, China","institution_ids":["https://openalex.org/I125839683"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5003359527","display_name":"Siew Fan Wong","orcid":"https://orcid.org/0000-0001-8436-1863"},"institutions":[{"id":"https://openalex.org/I84339108","display_name":"Sunway University","ror":"https://ror.org/04mjt7f73","country_code":"MY","type":"education","lineage":["https://openalex.org/I84339108"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Siew Fan Wong","raw_affiliation_strings":["Department of Computing and Information Systems, Faculty of Science and Technology, Sunway University, No. 5, Jalan Universiti, Bandar Sunway 47500 Selangor, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computing and Information Systems, Faculty of Science and Technology, Sunway University, No. 5, Jalan Universiti, Bandar Sunway 47500 Selangor, Malaysia","institution_ids":["https://openalex.org/I84339108"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110565047","display_name":"Myeong Cheol Park","orcid":null},"institutions":[{"id":"https://openalex.org/I157485424","display_name":"Korea Advanced Institute of Science and Technology","ror":"https://ror.org/05apxxy63","country_code":"KR","type":"education","lineage":["https://openalex.org/I157485424"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Myeong Cheol Park","raw_affiliation_strings":["School of Business and Technology Management, College of Business, Korea Advanced Institute of Science and Technology (KAIST), #504, Alumni Building, 291 Daehak-ro, Yuseong-gu, Daejeon, 34141, South Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Technology Management, College of Business, Korea Advanced Institute of Science and Technology (KAIST), #504, Alumni Building, 291 Daehak-ro, Yuseong-gu, Daejeon, 34141, South Korea","institution_ids":["https://openalex.org/I157485424"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.1846,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.88962921,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"18","issue":"1","first_page":"41","last_page":"41"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.998199999332428,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9621999859809875,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.714440107345581},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.602136492729187},{"id":"https://openalex.org/keywords/resistance","display_name":"Resistance (ecology)","score":0.5557639598846436},{"id":"https://openalex.org/keywords/constraint","display_name":"Constraint (computer-aided design)","score":0.5215494632720947},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.5202304720878601},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.5070078372955322},{"id":"https://openalex.org/keywords/dual","display_name":"Dual (grammatical number)","score":0.4916432499885559},{"id":"https://openalex.org/keywords/customer-equity","display_name":"Customer equity","score":0.4874289333820343},{"id":"https://openalex.org/keywords/mobile-telephony","display_name":"Mobile telephony","score":0.4800316393375397},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.4461815059185028},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.44152766466140747},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3950122594833374},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.36891424655914307},{"id":"https://openalex.org/keywords/mobile-radio","display_name":"Mobile radio","score":0.11149942874908447},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.08587148785591125},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.07988056540489197}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.714440107345581},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.602136492729187},{"id":"https://openalex.org/C57473165","wikidata":"https://www.wikidata.org/wiki/Q7315604","display_name":"Resistance (ecology)","level":2,"score":0.5557639598846436},{"id":"https://openalex.org/C2776036281","wikidata":"https://www.wikidata.org/wiki/Q48769818","display_name":"Constraint (computer-aided design)","level":2,"score":0.5215494632720947},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5202304720878601},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.5070078372955322},{"id":"https://openalex.org/C2780980858","wikidata":"https://www.wikidata.org/wiki/Q110022","display_name":"Dual (grammatical number)","level":2,"score":0.4916432499885559},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.4874289333820343},{"id":"https://openalex.org/C95491727","wikidata":"https://www.wikidata.org/wiki/Q992968","display_name":"Mobile telephony","level":3,"score":0.4800316393375397},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4461815059185028},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.44152766466140747},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3950122594833374},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.36891424655914307},{"id":"https://openalex.org/C2781307350","wikidata":"https://www.wikidata.org/wiki/Q6887221","display_name":"Mobile radio","level":2,"score":0.11149942874908447},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.08587148785591125},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.07988056540489197},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C124952713","wikidata":"https://www.wikidata.org/wiki/Q8242","display_name":"Literature","level":1,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1504/ijmc.2020.104421","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijmc.2020.104421","pdf_url":null,"source":{"id":"https://openalex.org/S11933594","display_name":"International Journal of Mobile Communications","issn_l":"1470-949X","issn":["1470-949X","1741-5217"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Mobile Communications","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Partnerships for the goals","score":0.49000000953674316,"id":"https://metadata.un.org/sdg/17"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2919924281","https://openalex.org/W2348240852","https://openalex.org/W1561149111","https://openalex.org/W2385901836","https://openalex.org/W2909201563","https://openalex.org/W2124748206","https://openalex.org/W649756595","https://openalex.org/W1973295013","https://openalex.org/W3017160372","https://openalex.org/W2993325324"],"abstract_inverted_index":{"Effective":[0],"customer":[1,18,33,73],"retention":[2,19],"is":[3],"critical":[4],"for":[5,55],"company":[6],"survival,":[7],"especially":[8],"in":[9],"a":[10],"mature":[11],"mobile":[12,52],"telecommunications":[13],"market.":[14],"To":[15],"build":[16],"on":[17],"research,":[20],"we":[21],"propose":[22],"an":[23],"integrative":[24],"model":[25,41],"capturing":[26],"the":[27,40],"dual":[28],"relational":[29,83],"mechanisms":[30],"that":[31,63],"explain":[32],"resistance":[34,74],"to":[35,75],"churn.":[36,76],"We":[37],"empirically":[38],"test":[39],"using":[42],"data":[43],"from":[44],"815":[45],"subscribers":[46],"who":[47],"have":[48],"stayed":[49],"with":[50],"their":[51],"network":[53],"operators":[54],"more":[56],"than":[57],"three":[58],"years.":[59],"The":[60,77],"results":[61],"show":[62],"two":[64],"contrasting":[65],"mechanisms,":[66],"dedication-based":[67],"and":[68,82,94],"constraint-based":[69],"relationships,":[70],"simultaneously":[71],"determine":[72],"constraints":[78],"of":[79,92],"procedural,":[80],"financial,":[81],"costs":[84],"significantly":[85,97],"influence":[86,98],"perceived":[87],"risk,":[88],"while":[89],"dedication":[90],"factors":[91],"economy-based":[93],"identification-based":[95],"trust":[96],"commitment.":[99]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":7},{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
