RT Journal Article
T1 The role of termination fee commitment in developing customer value in the telecommunication industry: an empirical study
A1 Pedreño Santos, Ana
A1 García De Madariaga Miranda, Jesús
A1 Blasco López, María Francisca
AB This study focuses on the marketing variable known as Termination Fee Commitment and its relation to customer value. The use of this variable is widely extended in different industries due to its influence on customer retention from the moment of acquisition. Strikingly, there is very little research on this topic. To explore it in detail, we analyzed a large customer database of a telecommunications company containing five years of information about 63,165 customers. Results of the empirical analysis indicate that the application of a termination fee commitment has a positive impact on customer retention and customer value, with no negative impact on customer satisfaction.
PB Taylor & Francis 
SN 1533-2969
YR 2019
FD 2019
LK https://hdl.handle.net/20.500.14352/99463
UL https://hdl.handle.net/20.500.14352/99463
LA eng
NO Pedreño-Santos, Ana, Jesús García-Madariaga, y María Francisca Blasco. «The Role of Termination Fee Commitment in Developing Customer Value in the Telecommunication Industry: An Empirical Study». Services Marketing Quarterly 40, n.o 4 (2 de octubre de 2019): 316-30. https://doi.org/10.1080/15332969.2019.1665905.
DS Docta Complutense
RD 13 abr 2025