Effective customer retention is critical for company survival, especially in a mature mobile telecommunications market. To build on customer retention research, we propose an integrative model capturing the dual relational mechanisms that explain customer resistance to churn. We empirically test the model using data from 815 subscribers who have stayed with their mobile network operators for more than three years. The results show that two contrasting mechanisms, dedication-based and constraint-based relationships, simultaneously determine customer resistance to churn. The constraints of procedural, financial, and relational costs significantly influence perceived risk, while dedication factors of economy-based and identification-based trust significantly influence commitment.

中文翻译：

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在成熟的移动电信市场中，客户抵制客户流失

有效的客户保留对于公司的生存至关重要，尤其是在成熟的移动通信市场中。为了建立在客户保留率研究的基础上，我们提出了一个集成模型，该模型捕获了解释客户对客户流失的抵抗力的双重关系机制。我们使用来自与移动网络运营商呆了三年多的815个订户的数据进行经验测试。结果表明，两种相反的机制（基于奉献和基于约束的关系）同时确定了客户对客户流失的抵抗力。程序，财务和关系成本的约束条件显着影响感知的风险，而基于经济和基于身份的信任的奉献因素则显着影响承诺。