Impact of customer churn [or turnover] on profitability. Final report
- Dan Hamblin and Associates, Inc., Fort Wayne, IN (United States)
- State Univ. of New York, Buffalo, NY (United States). School of Management
This report responds to a concern of a newly deregulated industry about the impact of customer churn, or turnover, on both the bottom line and staying power of incumbent utility distribution companies and new-entrant energy services providers. This research effort identifies those issues that will be of greatest importance to an energy service provider within a historical context that looks at churn impacts in other industries in the US as well as privatized electricity markets abroad. Churn and price maintenance or market power impacts on profitability are examined by looking at privatization and deregulation experiences within the context of economics. The report also looks at the marketing literature describing and modeling customer satisfaction, customer churn or retention, and price maintenance or market power.
- Research Organization:
- Electric Power Research Inst. (EPRI), Palo Alto, CA (United States); Dan Hamblin and Associates, Inc., Fort Wayne, IN (United States); State Univ. of New York, School of Management, Buffalo, NY (United States)
- Sponsoring Organization:
- Electric Power Research Inst., Palo Alto, CA (United States)
- OSTI ID:
- 362619
- Report Number(s):
- EPRI-TR-111855; TRN: AHC29926%%274
- Resource Relation:
- Other Information: PBD: Dec 1998
- Country of Publication:
- United States
- Language:
- English
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