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Modelling partial customer churn in the Portuguese fixed telecommunications ind...

Doutoramento em Métodos Quantitativos ; Considering that profits from customer relationships are the lifeblood of firms (Grant and Schlesinger, 1995), an improvement on the customer management is essential to ensure the competitivity and success of firms. For the last decade, Portuguese customers of fixed telecommunications industry have easily switched the service provider, which has been very damaging for th...