Pérez-Amaral, Teodosio; Gijón, Covadonga; … - International Telecommunications Society (ITS) - 2013
European Union according to recent EU studies (SMREC, 2013). Consumer complaints are numerous according to official statistics …. In turn, consumer complaints (and how well they are dealt with) influence customer satisfaction and retention. This paper … analyzes the determinants of the different types of complaints filed by residential consumers in Spain using the survey CIS …