{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,28]],"date-time":"2026-03-28T01:00:08Z","timestamp":1774659608110,"version":"3.50.1"},"reference-count":105,"publisher":"SAGE Publications","issue":"2","license":[{"start":{"date-parts":[[2024,4,1]],"date-time":"2024-04-01T00:00:00Z","timestamp":1711929600000},"content-version":"unspecified","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100001871","name":"Funda\u00e7\u00e3o para a Ci\u00eancia Tecnologia","doi-asserted-by":"publisher","id":[{"id":"10.13039\/501100001871","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Sage Open"],"published-print":{"date-parts":[[2024,4]]},"abstract":"<jats:p> The telecommunications industry is highly competitive, as operators engage in fierce attacks, especially in bundled services, to acquire new customers originating high churn rate. The objective of this paper is to gain a comprehensive understanding of the factors influencing the switching of operators for bundled services among telecom operators. The paper includes a quantitative study with 3,004 customers utilizing bundled services from a Portuguese telecom operator. Employing covariance-based structural equation modeling and logit regression, the research shows that internet service, television service, and the service provided by the contact center exert the greatest impact on loyalty to the operator. In contrast, landline service has an insignificant effect, while loyalty has a negative influence on customer churn. This study offers telecommunications managers insights for identifying the main factors to retain customers and curbing customer defection. Additionally, it provides a framework for assessing customer experience within bundled telecom services, which is useful for researchers, managers and marketing practitioners alike. <\/jats:p>","DOI":"10.1177\/21582440241245191","type":"journal-article","created":{"date-parts":[[2024,4,18]],"date-time":"2024-04-18T09:06:25Z","timestamp":1713431185000},"update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":3,"title":["Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services"],"prefix":"10.1177","volume":"14","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-0410-6430","authenticated-orcid":false,"given":"Hugo","family":"Ribeiro","sequence":"first","affiliation":[{"name":"Aveiro University, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4057-360X","authenticated-orcid":false,"given":"Belem","family":"Barbosa","sequence":"additional","affiliation":[{"name":"University of Porto, Portugal"}]},{"given":"Antonio C.","family":"Moreira","sequence":"additional","affiliation":[{"name":"Aveiro University, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6382-5147","authenticated-orcid":false,"given":"Ricardo","family":"Rodrigues","sequence":"additional","affiliation":[{"name":"Universidade da Beira Interior, Covilha, Portugal"}]}],"member":"179","published-online":{"date-parts":[[2024,4,18]]},"reference":[{"key":"bibr1-21582440241245191","volume-title":"Complaints about communications services - Report for the 3rd semester of 2021.","author":"ANACOM","year":"2021"},{"key":"bibr2-21582440241245191","volume-title":"Fixed telephone service - 3rd quarter 2021","author":"ANACOM","year":"2021"},{"key":"bibr3-21582440241245191","unstructured":"ANACOM. (2023). ANACOM believes it is urgent to adopt measures to strengthen competition and consumer protection, proposing to the Government a reduction in customer loyalty periods to promote price reductions. Retrieved May 26, 2023, from https:\/\/www.anacom.pt\/render.jsp?contentId=1740171&languageId=1"},{"issue":"6","key":"bibr4-21582440241245191","first-page":"22","volume":"36","author":"Baldinger A. L.","year":"1996","journal-title":"Journal of Advertising Research"},{"issue":"3","key":"bibr5-21582440241245191","first-page":"361","volume":"12","author":"Bayol M. P.","year":"2000","journal-title":"Statistics and Applications"},{"key":"bibr6-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1207\/s15328007sem1302_2"},{"key":"bibr7-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s11002-014-9293-2"},{"key":"bibr8-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1109\/ITMC.2018.8691290"},{"key":"bibr9-21582440241245191","doi-asserted-by":"publisher","DOI":"10.7717\/peerj-cs.854"},{"key":"bibr10-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s40558-013-0003-3"},{"issue":"2","key":"bibr11-21582440241245191","first-page":"72","volume":"34","author":"Bitner M. J.","year":"1994","journal-title":"Service Quality"},{"key":"bibr12-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.73.3.052"},{"key":"bibr13-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1080\/02642069.2017.1322959"},{"key":"bibr14-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2016.08.022"},{"key":"bibr15-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/147078530704900305"},{"key":"bibr16-21582440241245191","author":"Committee E. T.","year":"1998","journal-title":"Report prepared for the ECSI Steering Committee"},{"key":"bibr17-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/147078530805000106"},{"key":"bibr18-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.2018.1099"},{"key":"bibr19-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1080\/10580530.2020.1696526"},{"key":"bibr20-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1080\/10705511.2017.1390394"},{"key":"bibr21-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1155\/2022\/8534739"},{"key":"bibr22-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/03090560810840907"},{"key":"bibr23-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.telpol.2006.12.005"},{"issue":"2","key":"bibr24-21582440241245191","first-page":"208","volume":"66","author":"Eurico S.","year":"2018","journal-title":"Tourism"},{"key":"bibr25-21582440241245191","unstructured":"European Union. (2009). Regulatory framework for electronic communications. In. https:\/\/eur-lex.europa.eu\/EN\/legal-content\/summary\/regulatory-framework-for-electronic-communications.html."},{"key":"bibr26-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1037\/1082-989X.9.4.466"},{"key":"bibr27-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/002224299205600103"},{"key":"bibr28-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/002224299606000403"},{"key":"bibr29-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/002224378101800104"},{"key":"bibr30-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-022-00898-z"},{"key":"bibr31-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.telpol.2018.12.001"},{"key":"bibr32-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.emj.2007.08.005"},{"key":"bibr33-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/S0308-5961(00)00097-5"},{"key":"bibr34-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.cor.2005.11.007"},{"key":"bibr35-21582440241245191","volume-title":"Multivariate data analysis","author":"Hair J. F.","year":"2014","edition":"7"},{"key":"bibr36-21582440241245191","volume-title":"An\u00e1lise Multivariada de Dados","author":"Hair J. F.","year":"2005"},{"key":"bibr37-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/S1474-7979(2009)0000020014"},{"key":"bibr38-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1057\/bm.2010.58"},{"key":"bibr39-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2014.12.010"},{"key":"bibr40-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1080\/08838159509364302"},{"key":"bibr41-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/09604520810885635"},{"key":"bibr42-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2022.102914"},{"key":"bibr43-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/0167-4870(91)90016-M"},{"key":"bibr44-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/08876040010371555"},{"key":"bibr45-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/0312896219871976"},{"key":"bibr46-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1504\/IJMC.2019.102725"},{"key":"bibr47-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-08-2012-0163"},{"key":"bibr48-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1362\/146934715X14373846573748"},{"key":"bibr49-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2006.01.022"},{"key":"bibr50-21582440241245191","doi-asserted-by":"publisher","DOI":"10.2307\/1885068"},{"key":"bibr51-21582440241245191","doi-asserted-by":"publisher","DOI":"10.2307\/2298075"},{"issue":"9","key":"bibr52-21582440241245191","first-page":"99","volume":"8","author":"Kumar D. P.","year":"2017","journal-title":"International Journal of Engineering and Technologies"},{"key":"bibr53-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1509\/jmr.16.0623"},{"key":"bibr54-21582440241245191","doi-asserted-by":"publisher","DOI":"10.5585\/iji.v5i2.154"},{"key":"bibr55-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s11151-016-9532-1"},{"key":"bibr56-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1509\/jm.15.0420"},{"key":"bibr57-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2015.06.007"},{"key":"bibr58-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2021.01.022"},{"key":"bibr59-21582440241245191","volume-title":"Services marketing","author":"Lovelock C.","year":"2000","edition":"4"},{"key":"bibr60-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.heliyon.2018.e00618"},{"key":"bibr61-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/S0167-6245(99)00015-3"},{"key":"bibr62-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1504\/IJDATS.2017.085898"},{"key":"bibr63-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1057\/jit.2008.35"},{"key":"bibr64-21582440241245191","doi-asserted-by":"publisher","DOI":"10.2501\/IJMR-53-6-771-792"},{"key":"bibr65-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/SAJBS-06-2016-0049"},{"key":"bibr66-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2015.03.008"},{"key":"bibr67-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1590\/S1807-76922013000300002"},{"key":"bibr68-21582440241245191","doi-asserted-by":"publisher","DOI":"10.21272\/mmi.2019.4-09"},{"issue":"2","key":"bibr69-21582440241245191","volume":"85","author":"Meyer C.","year":"2007","journal-title":"Harvard Business Review"},{"key":"bibr70-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s11628-012-0177-3"},{"key":"bibr71-21582440241245191","doi-asserted-by":"publisher","DOI":"10.15446\/innovar.v27n64.62366"},{"key":"bibr72-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/MIP-07-2015-0128"},{"key":"bibr73-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2011.07.019"},{"key":"bibr74-21582440241245191","volume-title":"Robust inference using weighted least squares and quadratic estimating equations in latent variable modeling with categorical and continuous outcomes","author":"Muth\u00e9n B. O.","year":"1997"},{"key":"bibr75-21582440241245191","volume-title":"Mplus user\u2019s guide (Version 7)","author":"Muth\u00e9n L. K.","year":"1998"},{"key":"bibr76-21582440241245191","volume-title":"Mplus user\u2019s guide","author":"Muth\u00e9n L. K.","year":"2004"},{"key":"bibr77-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1348\/000711005X67490"},{"key":"bibr78-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1057\/bm.2012.31"},{"key":"bibr79-21582440241245191","unstructured":"OCDE. (2023). OECD broadband statistics update. Retrieved May 26, 2023, from https:\/\/www.oecd.org\/digital\/broadband\/broadband-statistics-update.htm"},{"key":"bibr80-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800109"},{"key":"bibr81-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-031-04819-7_12"},{"key":"bibr82-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1146\/annurev-psych-120710-100452"},{"key":"bibr83-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/014920638601200408"},{"key":"bibr84-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/S0001-6918(99)00050-5"},{"key":"bibr85-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1111\/jems.12073"},{"key":"bibr86-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/APJML-06-2017-0121"},{"key":"bibr87-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.iedeen.2016.07.003"},{"key":"bibr88-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1057\/s41270-023-00222-w"},{"key":"bibr89-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s11301-023-00335-7"},{"key":"bibr90-21582440241245191","doi-asserted-by":"publisher","DOI":"10.5295\/cdg.211509hr"},{"key":"bibr91-21582440241245191","doi-asserted-by":"publisher","DOI":"10.3390\/su15054543"},{"key":"bibr92-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1362\/026725799784870496"},{"key":"bibr93-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.telpol.2007.09.004"},{"key":"bibr94-21582440241245191","volume-title":"International Conference on Economics, Business and Marketing Management","author":"Sirapracha J.","year":"2012"},{"key":"bibr95-21582440241245191","doi-asserted-by":"publisher","DOI":"10.4337\/9781848444003"},{"key":"bibr96-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1108\/03090561311324273"},{"key":"bibr97-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2007.04.001"},{"key":"bibr98-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/002224299305700402"},{"key":"bibr99-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1016\/j.telpol.2014.12.004"},{"key":"bibr100-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1007\/s11628-013-0223-9"},{"key":"bibr101-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1080\/02642060903437584"},{"key":"bibr102-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1142\/y0024"},{"key":"bibr103-21582440241245191","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2020\/14839"},{"key":"bibr104-21582440241245191","doi-asserted-by":"publisher","DOI":"10.1177\/002224299606000203"},{"key":"bibr105-21582440241245191","doi-asserted-by":"publisher","DOI":"10.3390\/fi14030094"}],"container-title":["Sage Open"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/21582440241245191","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1177\/21582440241245191","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/21582440241245191","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,3,3]],"date-time":"2025-03-03T19:45:42Z","timestamp":1741031142000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/21582440241245191"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,4]]},"references-count":105,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2024,4]]}},"alternative-id":["10.1177\/21582440241245191"],"URL":"https:\/\/doi.org\/10.1177\/21582440241245191","relation":{},"ISSN":["2158-2440","2158-2440"],"issn-type":[{"value":"2158-2440","type":"print"},{"value":"2158-2440","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,4]]},"article-number":"21582440241245191"}}