An Examination of Customer Retention in Mobile Telecommunications in the Canadian Context
Bibliographic record
Abstract
Customer retention is an important field of study in maturing markets. Using the Canadian mobile phone market as an example, this paper studies the major motivators of customer retention and their interrelationships. The motivators have been discovered through a literature review. Once these relationships are found, they are weighted by their influence on customer retention, and strategies from four Canadian mobile service providers are evaluated. The complete surveys and provider strategies are included as appendices. The motivators of customer retention are divided into three dimensions: Cost, Product Quality, and Customer Experience. Within the dimensions are 8 criteria: Service Price and Switching Costs; Phone Service Quality and Phone Plan Quality; Complaint Management, Customer Service Quality, Brand Image, and Social Norms respectively. The findings suggest that there is a risk to the major carriers from well-financed foreign entrants, and that successful strategies will require strong leverage of price and quality advantages.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.006 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.004 | 0.009 |
| Science and technology studies | 0.007 | 0.002 |
| Scholarly communication | 0.003 | 0.001 |
| Open science | 0.001 | 0.001 |
| Research integrity | 0.001 | 0.001 |
| Insufficient payload (model declined to judge) | 0.003 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".