Factors Leading to Mobile Telecommunications Customer Churn in Zambia

2017 ◽  
Vol 31 ◽  
pp. 143-154 ◽  
Author(s):  
Patience Kunda Banda ◽  
Simon Tembo
Keyword(s):  
Customer Service ◽  
Telecommunications Industry ◽  
Significant Loss ◽  
Good Time ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Telecommunication Sector ◽  
Customer Churn ◽  
Network Quality ◽  
Mobile Telecommunications Industry

Customer churn is a major challenge in the mobile telecommunications industry today. Churn can be caused by different factors, which may arise from the interactions of subscribers with products and services or even employees of organizations. If customer churn is not managed and prevented in good time, it can lead to significant loss of revenues and possibly make a business crumble. This paper studies the various reasons that lead to mobile customer churn in the Zambian telecommunication sector. Seven hundred mobile subscribers in six districts of Zambia were interviewed. The mobile subscribers who churned once or more between the years 2010 to 2015 indicated the actual factors that led them to terminate subscription to mobile services. There were a total of 20 factors identified to cause churn in the Zambian mobile telecommunication industry. Results show that poor customer service took the lead by causing about 23% of the mobile customer churn cases that took place between the years 2010 to 2015. Poor network quality and high cost of services followed as causes of 18% and 14% of the churn cases for those years respectively.

Employee voice and silence in multinational corporations in the mobile telecommunications industry in Nigeria

2019 ◽  
Vol 41 (1) ◽  
pp. 228-252 ◽  
Author(s):  
Jude Chukwuemeka Emelifeonwu ◽  
Reimara Valk
Keyword(s):  
Industrial Relations ◽  
Telecommunications Industry ◽  
Employee Voice ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Case Study Methodology ◽  
Content Type ◽  
Voice And Silence ◽  
Mobile Telecommunications Industry

PurposeThe purpose of this paper is to explore employee voice and silence in the mobile telecommunication industry in Nigeria.Design/methodology/approachAn exploratory qualitative case study methodology was employed in this study. Participant selection was done through a purposeful intensity sampling technique, which resulted in 30 employees from two different multinational organizations and an indigenous organization taking part in in-depth interviews.FindingsFindings show the presence of fear of victimization in the Nigerian workplace embellished by the Sub-Saharan culture and the state of the labor market, which resulted in employee silence. The study revealed that the implementation of culturally adapted employee voice mechanisms within organizations in the mobile telecommunication industry in Nigeria promotes employee voice and organizational performance, whereas a lack thereof results in organizational failure.Research limitations/implicationsA limitation is that the purposive sample of employees from three organizations in the mobile telecommunications industry only permits theoretical and analytic generalization.Practical implicationsA focus on the co-creation of a high-performance work environment and the development of a powerful employee value proposition would foster employee voice.Social implicationsIt will enable multinationals operating in Nigeria understand better how to operate employee voice in order to obtain optimal performance from workers in Sub-Sahara Africa.Originality/valueThis paper contributes to the literature on employee/industrial relations by showing that a high-power-distance national culture and a high unemployment rate affect employee voice and silence, which brings to the fore the importance of adequate employee voice mechanisms through which employees express their voice in order to arrive at beneficial individual and organizational outcomes.

Pre-Entry Experience, Postentry Adaptations, and Internationalization in the African Mobile Telecommunications Industry

2021 ◽  
pp. 1-22
Author(s):  
Mohammad Jahanbakht ◽  
Romel Mostafa ◽  
Francisco Veloso
Keyword(s):  
Low Income ◽  
Telecommunications Industry ◽  
Mobile Telecommunications ◽  
African Countries ◽  
Firm Level ◽  
Operational Conditions ◽  
Adaptive Capabilities ◽  
Level Data ◽  
Start Ups ◽  
Mobile Telecommunications Industry

We study the evolution of the African mobile telecommunications industry from its effective beginning and explore the sources of ownership advantages among indigenous firms, by assembling historical qualitative and quantitative firm-level data. Our historical qualitative findings suggest that a few start-ups gained industry-specific knowledge through their pre-entry experience, directed their postentry development of capabilities toward adaptations to challenging market and operational conditions, and leveraged their adaptive capabilities to enter and compete in other African countries. Using our quantitative panel data, we show that these firms successfully internationalized across the continent. In particular, compared with other start-ups, they had higher rates of foreign entry in African countries that had relatively weaker rule of law, and greater market reach in African countries that had relatively larger low-income consumer segments. These patterns corroborate that their capabilities for overcoming the industry’s challenging market and operational conditions were their key ownership advantages. Through our triangulated analysis, we show that inherited industry knowledge provides a foundation for postentry capability development, and entrepreneurial leadership guides this process to create ownership advantages for regional internationalization.

scholarly journals Applying FCM to predict the behaviour of loyal customers in the mobile telecommunications industry

2018 ◽  
Vol 28 (1) ◽  
pp. 1-15 ◽  
Author(s):  
Ioannis Rizomyliotis ◽  
Athanasios Poulis ◽  
Giovanis Apostolos ◽  
Kleopatra Konstantoulaki ◽  
Ioannis Kostopoulos
Keyword(s):  
Telecommunications Industry ◽  
Mobile Telecommunications ◽  
Mobile Telecommunications Industry ◽  
Loyal Customers
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