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http://dx.doi.org/10.5351/KJAS.2013.26.1.023

Analysis to Customer Churn Provoker's Roles Using Call Network of a Telecom Company  

Chun, Heuiju (Department of Statistics & Information, Dongduk Women's University)
Leem, Byunghak (Division of Business Administration, Busan University of Foreign Studies)
Publication Information
The Korean Journal of Applied Statistics / v.26, no.1, 2013 , pp. 23-36 More about this Journal
Abstract
In this study, we investigate how churn customers (who play a central connector or broker role) affect other customers' churn in their call networks with ego-network analysis using call data of a mobile telecom company in Korea. As a result of investigating Reciprocal Network, we found a relationship of attrition among churn customers. Churn provokers who influence other customers' attrition exist in customer churn networks. The characteristics of churn provokers is that they play a central connector and broker role in their groups. The proportion of churn provokers increases and the churn provoker's influence increases because the network is a reciprocal one.
Keywords
Social network analysis; CRM; ego-network; customer role;
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