What Do We Know About Customer Churn Behaviour in the Telecommunication Industry? A Bibliometric Analysis of Research Trends, 1985–2019

Jishnu Bhattacharyya, Manoj Kumar Dash

    Research output: Journal PublicationReview articlepeer-review

    3 Citations (Scopus)

    Abstract

    The literature on telecommunications customer churn behaviour has grown in importance and volume since the early 2000s. This study performed a quantitative bibliometric retrospection of selected journals that qualified for the ABDC journal quality list to examine relevant studies published by them on customer churn research in telecommunication. Using bibliometric data from 175 research articles available in the Scopus database, this review sheds light on the publication trends, articles, stakeholders, prevalent research techniques, and topics of interest over three decades (1985–2019). According to the findings of this review, the current level of contributions are manifested through ten overarching groups of scholarship—namely churn prediction and modelling, feature selection techniques and comparison, customer retention strategy and relationship management, service recovery, pricing and switching cost, legislation, legal, and policy, word-of-mouth and post-switching behaviour, new service adoption, brand credibility, and loyalty. The existing literature has predominantly utilized quantitative methods to their full potential. For far too long, scholars, according tothe study’s central thesis, have ignored the metatheoretical consequences of relying solely on a logical positivism paradigm. In addition, we highlight research directions and the need for customer churn research to go beyond feature selection and modelling.

    Original languageEnglish
    JournalFIIB Business Review
    DOIs
    Publication statusAccepted/In press - 2021

    Keywords

    • bibliometric analysis
    • customer churn
    • switching behaviour
    • systematic review
    • Telecommunication

    ASJC Scopus subject areas

    • Business and International Management
    • Strategy and Management
    • Organizational Behavior and Human Resource Management
    • Business, Management and Accounting (miscellaneous)

    Fingerprint

    Dive into the research topics of 'What Do We Know About Customer Churn Behaviour in the Telecommunication Industry? A Bibliometric Analysis of Research Trends, 1985–2019'. Together they form a unique fingerprint.

    Cite this