Abstract：Based on the customer-service dialogue data of a certain online education company specializing in internet literacy, this study explores whether the communication between customer service and customers affects customer churn. Through text analysis methods, various topics and emotional states implicit in the dialogue are excavated. Additionally, we employ a logistic regression model to further investigate the influence of textual factors on customer churn. The research findings indicate that:①Polite language used by customer service during interactions can reduce customer churn.②Customer emotional attitudes during interactions has a non-linear relationship with customer churn. ③Positive interactions between customer service and customers regarding business matters can increase customer renewal rates, while system-generated mass messages fail to elicit responses from customers, leading to a decrease in customers’ renewal intentions.
王菲菲，刘雯珺，朱立奥，吕晓玲. 基于客户-客服沟通文本信息的客户流失研究[J]. 管理学报, 2024, 21(8): 1199-.
WANG Feifei，LIU Wenjun，ZHU Li’ao，LYU Xiaoling. Research on Customer Churn Detainment Based on Communication Text Information between Customers and Customer Services. Chinese Journal of Management, 2024, 21(8): 1199-.
