Fatores da satisfação e fidelidade de clientes: um estudo no setor de telefonia móvel celular

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This thesis deals with the factors affecting customer satisfaction and loyalty in the mobile phone telecom sector. It is adapted a model proposed by Johnson et al. (2001) of quality and loyalty antecedent factors. It is conducted a survey with a sample of 385 customers of mobile phone telecom sector...

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Bibliografische gegevens
Hoofdauteur: Pereira, Marcio Antonio Dias
Andere auteurs: Ramos, Rubens Eugênio Barreto
Formaat: Dissertação
Taal:por
Gepubliceerd in: Universidade Federal do Rio Grande do Norte
Onderwerpen:
Satisfação do Cliente
Fidelidade do cliente
Qualidade
Telecomunicações
Customer satisfaction
Customer fidelity
Quality
Telecoomunications
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
Online toegang:https://repositorio.ufrn.br/jspui/handle/123456789/15055
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https://repositorio.ufrn.br/jspui/handle/123456789/15055

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