Fatores da satisfação e fidelidade de clientes: um estudo no setor de telefonia móvel celular
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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| Формат: | Dissertação |
| Язык: | por |
| Опубликовано: |
Universidade Federal do Rio Grande do Norte
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| Online-ссылка: | https://repositorio.ufrn.br/jspui/handle/123456789/15055 |
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