Uwarunkowania lojalności, retencji i churnu klientów na przykładzie branży telekomunikacyjnej
Determinants of Customers’ Loyalty, Retention and Churn on the Example of the Telecommunication Branch

Summary/Abstract: The principal aim of considerations is to define and combine with one another the basic issues of loyalty, retention and churn, with a particular consideration of the telecommunication branch. The authors systemised the selected notions from this area and presented the typology of customers’ churn from the provided services in the branch in question. The presented results are based on an analysis of the subject literature and the considerations contained in the article may be a basis for researchers and practicians dealing with the analysis of the reasons of customers’ churn as well as designing the solutions counteracting them. The article is a review of literature.

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