Browsing BI Open by Author "Stiassny, Alfred"

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Customer defection due to service elimination and post-elimination customer behavior: An empirical investigation in telecommunications

Somosi, Agnes; Stiassny, Alfred; Kolos, Krisztina; Warlop, Luk (Journal article; Peer reviewed, 2021)

Service industries require rapid innovations in their service portfolios to gain and maintain competitive advantages. Service elimination is a potential tool for portfolio renewal, though it might threaten increased defection ...