When companies part ways with customers, it is usually an unpleasant or at least sensitive matter. A successful cancellation process is a sign of corporate maturity, strong customer orientation, and ultimately also of financial relevance. Against this backdrop, it is important to define and manage the cancellation experience from the customer's perspective, as well as to understand the different effects of cancellation strategies. Andreas Lucco develops a specific impact model of perceived cancellation quality. This is validated through an empirical survey of customers who have canceled their contracts in the mobile communications sector. The study identifies the causal relationships between the cancellation quality perceived by the customer, the resulting customer emotions, and their attitude towards the company after the cancellation. In the study...