[Ahmad, R., Buttle F. (2001), Customer retention: a potentially potent marketing management strategy, Journal of Strategic Marketing, No. 9, pp. 29–45.]Search in Google Scholar
[Ahna, J. H., Hana, S. P., Lee, Y. S. (2006), Customer Churn Analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry, Telecommunications Policy, Vol. 30, No. 10–11, pp. 552–568.10.1016/j.telpol.2006.09.006]Search in Google Scholar
[Arthur, M. H (2008), Customer Churn Reduction and Retention for Telecoms, Data base Marketing Institute, www.dbmarketing.com, (accessed: September 19, 2013).]Search in Google Scholar
[Behravan, N., Rahman, M. S. (2012), Customer Relationship Management Constructs under Social Networks towards Customers’ Retention, Australian Journal of Basic and Applied Sciences, Vol. 6, No.7, pp. 271–282.]Search in Google Scholar
[Carroll, P. (1992), The Fallacy of Customer Retention, Journal of Retail Banking, Vol. 13, No. 4, pp. 15–20.]Search in Google Scholar
[Cedric, A., Laanya, H., Martin, A., Khenchaf, A. (2004), An SVM based Churn Detector in Prepaid Mobile Telephony, IEEE.]Search in Google Scholar
[Colgate, M., Stewart, K., Kinsella, R. (1996), Customer Defection: A Study of the Student Market in Ireland, The International Journal of Bank Marketing, Vol. 14, No. 3, pp. 23–45.]Search in Google Scholar
[Dawes, J. (2009), The effects of service price increases on customer retention: The moderating role of customer tenure and relationship breadth, Journal of Services Research, No. 11, pp. 232–245.]Search in Google Scholar
[Dey, P. K. (2003), Analytic hierarchy process analyzes risk of operating cross-country petroleum pipelines in India, National Hazard Review, (4), pp. 213–221.]Search in Google Scholar
[Douligeris, C., Pereira, I. J. (1994), A Telecommunications Quality Study Using the Analytic Hierarchy Process, IEEE Journal on Selected Areas in Communications, Vol. 12, No. 2, pp. 241–250.]Search in Google Scholar
[Dowling, G. R., Uncles, M. (1997), Do Customer Loyalty Programs Really Work?, Sloan Management Review, Vol. 38, No. 4, pp. 71–82.]Search in Google Scholar
[East, R., Hammond, K., Gendall, P. (2006), Fact and Fallacy in Retention Marketing, Journal of Marketing Management, Vol. 22, No. 1, pp. 5–23.]Search in Google Scholar
[Fluss, D. (2010), Customer Retention is a Priority for Mobile Phone Providers, www-gem.org/eng/content_details.jsp?contentid=2317&subjected=107, (accessed: February 16, 2014).]Search in Google Scholar
[Gee, R., Coates, G., Nicholson, M. (2008), Understanding and profitably managing customer loyalty, Journal of Marketing Intelligence and Planning, Vol. 26, No. 4, pp. 359–374.]Search in Google Scholar
[Gupta, S., Lehmann, D. R. (2003), Customers as Assets, Journal of Interactive Marketing, Vol. 17, No. 1, pp. 9–24.]Search in Google Scholar
[Gupta, S., Zeithaml, V. (2006), Customer metrics and their impact on financial performance, Marketing Science, Vol. 25, No. 6, pp. 718–739.]Search in Google Scholar
[Harker, P. T., Vargas, L. G. (1990), Reply to ‘Remarks on the analytic hierarchy process’ by J. S. Dyer, Management Science, Vol. 36, No. 3, pp. 269–273.10.1287/mnsc.36.3.269]Search in Google Scholar
[Hennig-Thurau, T., Hansen, U. (2000), Relationship marketing: Gaining competitive advantage through customer satisfaction and customer retention, Germany, Springer.]Search in Google Scholar
[Hurley, T. (2004), Managing Customer Retention in the Health and Fitness Industry: A Case of Neglect, Irish Marketing Review, Vol. 17, No. 1/2, pp. 14–34.]Search in Google Scholar
[Jain, D., Singh, S. S. (2002), Customer Lifetime Value Research in Marketing: A Review and Future Directions, Journal of Interactive Marketing, Vol. 16, No. 2, pp. 34–46.]Search in Google Scholar
[Joseph, I. G., Oyatoye, E. O., Ihie, I. (2011), An integrated Analytic Hierarchy Process- Linear Programming, Model for Capital Budgeting, Journal of Economics and International Finance, Vol. 3, No. 4, pp. 246–258.]Search in Google Scholar
[Lombard, M. R. (2009), Customer retention strategies implemented by fast food outlets in the Gauteng, Western Cape, and Kwazulu-Natal provinces of South Africa. A focus on something fishy, nando’s and steers, African Journal of Marketing Management, Vol. 1, No. 2, pp. 70–80.]Search in Google Scholar
[Malthouse, E. C., Blattberg, R. C. (2004), Can We Predict Customer Lifetime Value?, Journal of Interactive Marketing, Vol. 19, No. 1, pp. 2–16.]Search in Google Scholar
[Molapo, M. E., Mukwada, G. (2011), The Impact of Customer Retention Strategies in the South African Cellular Industry: The Case of the Eastern Free State, International Journal of Business, Humanities and Technology, Vol. 1, No. 2, pp. 52–60.]Search in Google Scholar
[Mostert, P. G., Meyer, D., Rensburg, L. R. (2009), The influence of service failure and service recovery on airline passenger’s relationships with domestic airline: An exploratory study, South African Business Review, Vol. 13, No. 2, pp. 34–51.]Search in Google Scholar
[Mozer, M. C., Dodier, R., Colagrosso M. D., Guerra-Salcedo C., Wolniewicz R. (2002), Prodding the ROC Curve: Constrained Optimization of Classifier Performance Advances in Neural Information Processing Systems, 14, MIT Press.]Search in Google Scholar
[Okeola, O. G., Sule, B. F. (2012), Evaluation of management alternatives for urban water supply system using Multicriteria Decision Analysis, Journal of King Saud University-Engineering Sciences, No. 24, pp.19–24.]Search in Google Scholar
[Oluwafemi O. J., Oyatoye, E. O. (2012), Corporate Social Responsibility: Are firms in Nigeria actually given back or giving away?, International Journal of Business Excellence, Vol. 5, No. 1/2, pp.116–129.]Search in Google Scholar
[Ogunyemi, O., Ibiwoye, A., Oyatoye, E. O. (2011), Analytic Hierarchy Process for Prioritising Production Functions: Illustration with Pharmaceutical Data, Journal of Economics and International Finance, Vol. 3, No. 14, pp. 749–760.]Search in Google Scholar
[Oyatoye, E. O, Okpokpo, G. U., Adekoya, A. G. (2010), An application of analytic hierarchy process (AHP) to investment portfolio selection in the banking sector of the Nigerian capital market, Journal of Economics and International Finance, Vol. 2, No. 12, pp. 321–335.]Search in Google Scholar
[Oyatoye, E. O., Okafor, A. A. (2011), An evaluation of the service delivery of telecommunication companies. A case study of the Nigeria telecommunication industry, International Journal of Academic Research, Vol. 3, No. 2, pp. 879–900.]Search in Google Scholar
[Oyatoye E. O, Adebiyi S. O., Amole, B. B. (2015), Modelling Switching Behaviour of Nigeria Global System for Mobile Communication Multiple SIMs Subscribers’ Using Markov Chain Analysis, The IUP Journal of Operations Management, Vol. 14, No. 1, pp. 7–31.]Search in Google Scholar
[Payne, A. (2006), Handbook of CRM: Achieving Excellence in Customer Management, Great Britain: Butter-worth-Heinemann.]Search in Google Scholar
[Portela, S., Menezes, R. (2011), Detecting Customer Defections: An Application of Continuous Duration Models, Journal of Global Strategic Management, No. 9, pp. 22–30.]Search in Google Scholar
[Rahul, J. (1999), TELECOMS: High-tech revolution. Financial Times Survey, http://specials.ft.com/ln/ftsurveys/country/sc79a6.htm, (accessed: April 20, 2014).]Search in Google Scholar
[Ramanathan, R. (2001), A note on the use of the analytic hierarchy process for environmental impact assessment, Journal of Environmental Management, No. 63, pp. 27–35.]Search in Google Scholar
[Rashid, T. (2010), Classification of Churn and non-churn customers for telecommunication companies, International Journal of Biometrics and Bioinformatics (IJBB), Vol. 3, No. 5, pp. 82–89.]Search in Google Scholar
[Reichheld, F. F., Kenny, D. W. (1990), The Hidden Advantages of Customer Retention, Journal of Retail Banking, No. 12 (Winter), pp. 39–53.]Search in Google Scholar
[Reichheld, F. F., Sasser, W. E. (1990), Zero Defections: Quality Comes to Services, Harvard Business Review, Vol. 68, No. 5, pp. 105–111.]Search in Google Scholar
[Reinartz, W., Kumar, V. (2000), On the Profitability of Long-Life Customers in a Non-contractual Setting: An Empirical Investigation and Implications for Marketing, Journal of Marketing, Vol. 64, No. 4, pp. 17–35.]Search in Google Scholar
[Ramakrishnan, K. (2006), Customer retention: the key to business performance (online), http://www.estrategicmarketing.com/smNov-Dec2/art11.html, (accessed: February 16, 2014).]Search in Google Scholar
[Rust, R., Zahorik, A. (1993), Customer Satisfaction, Customer Retention and Market Share, Journal of Retailing, Vol. 69, No. 2, pp. 193–215.]Search in Google Scholar
[Saaty, T. L. (2000), Fundamentals of Decision Making and Priority Theory with Analytical Hierarchy Process, Pittsburgh, PA: RWS Publications.10.1007/978-94-015-9799-9_2]Search in Google Scholar
[Siber, R. (1997), Combating the churn phenomenon, Telecommunications, Vol. 31, No. 10, pp. 77–81.]Search in Google Scholar
[Storbacka, K., Strandvik, R. Gronroos, Ch. (1994), Managing Customer Relationship for Profit: The Dynamics of Relationship Quality, International Journal of Service Industry Management, Vol. 5, No. 5, pp. 21–38.]Search in Google Scholar
[Thomas, J. S., Reinartz, W., Kumar, V. (2004), Getting the Most Out of All Your Customers, Harvard Business Review, Vol. 82, No. 7/8, pp. 116–123.]Search in Google Scholar
[Taylor III, B. W. (2002), Management Science, (7th ed.), New Jersey: Pearson Prentice-Hall, Inc.]Search in Google Scholar
[Wilson, D. T., Soni, P. K, O’Keeffe, M. (1995), Modelling customer retention as a relationship problem, Institute for the Study of Business Markets, The Pennsylvania State University.]Search in Google Scholar