Gerpott, Torsten J.; Rams, Wolfgang; Schindler, Andreas - In: Telecommunications Policy 25 (2001) 4, pp. 249-269
Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular...
