A churn-strategy alignment model for telecom industry

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dc.contributor.advisor Jutla, Dawn
dc.creator Yu, Wei
dc.date.accessioned 2011-05-09T12:31:16Z
dc.date.available 2011-05-09T12:31:16Z
dc.date.issued 2005
dc.identifier.other HE7631 Y8 2005
dc.identifier.uri http://library2.smu.ca/xmlui/handle/01/22018
dc.description viii, 135 leaves : ill. (chiefly col.), col. maps ; 28 cm.
dc.description Includes abstract.
dc.description Includes bibliographical references (leaves 118-122).
dc.description.abstract Customer churn is a costly problem in the fiercely competitive telecom industry. The thesis research proposes and investigates a novel model, the Churn-Strategy Alignment Model (CSAM), for studying alignment relationships among customer churn predictors and the competitiveness strategies identified in a modified Delta model suitable for small and medium-sized (SME) telecom companies. Exploratory factor analysis on a large data set sourced from a telecom company allowed for aggregating low-level churn predictors into business-level constructs. Managers could use knowledge around these identified business constructs to create more informed competitiveness strategies. Goodness-of-fit results from structured equation modeling did not support the CSAM model. However, middle-stage tests were informative. For example, the discriminant validity test shows that the constructs for product, customer solution, and customer profile in our modified Delta model are distinct. Further "quality", "standard usage", and "willingness to pay" are the important high-level factors of the strategies related to them respectively.
dc.description.provenance Made available in DSpace on 2011-05-09T12:31:16Z (GMT). No. of bitstreams: 0 en
dc.language.iso en
dc.publisher Halifax, N.S. : Saint Mary's University
dc.subject.lcc HE7631
dc.subject.lcsh Telecommunication -- Marketing
dc.subject.lcsh Marketing -- Data processing
dc.subject.lcsh Telecommunication -- Mathematical models
dc.subject.lcsh Data mining
dc.title A churn-strategy alignment model for telecom industry
dc.type Text
thesis.degree.name Master of Science in Applied Science
thesis.degree.level Masters
thesis.degree.discipline Finance, Information Systems, & Management Science
thesis.degree.grantor Saint Mary's University (Halifax, N.S.)
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