Consumer complaint behaviour in telecommunications : the case of mobile phone users in Spain
Teresa Garín-Muñoz, Teodosio Pérez-Amaral, Covadonga Gijón, Rafael López
| Year of publication: |
August 2016
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|---|---|
| Authors: | Garín-Muñoz, Teresa ; Pérez Amaral, Teodosio ; Gijón, Covadonga ; López, Rafael |
| Published in: |
Telecommunications policy : the international journal of digital economy, data sciences and new media. - Amsterdam : Elsevier Science, ISSN 0308-5961, ZDB-ID 752275-7. - Vol. 40.2016, 8, p. 804-820
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| Subject: | Consumer complaint behaviour | Mobile phones | Consumer retention | Consumer satisfaction | Consumer loyalty | Voice | Exit | Service failure | Complainers | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Spanien | Spain | Mobiltelefon | Mobile phone | Mobilkommunikation | Mobile communications | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Telekommunikationssektor | Telecommunications industry | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.telpol.2015.05.002 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011621585