Evaluation of the customer relationship quality and propensity to change mobile telephone operators/Avaliacao da qualidade do relacionamento e a pre-disposicao de troca entre operadoras de telefonia celular

The objective of this article is to shed light on the possible relations between previous events and the customer relationship quality and loyalty and a financial result indicator (lifetime revenue) on the predisposition to change mobile telephone operators. The study was carried out with a non-prob...

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Veröffentlicht in:	BBR Brazilian business review (Portuguese ed.) 2011-10, Vol.8 (4), p.1
Hauptverfasser:	Maffezzolli, Eliane Cristine Francisco, Prado, Paulo Henrique Muler, da Silva, Wesley Vieira, Marchetti, Renato Zancan
Format:	Artikel
Sprache:	por
Schlagworte:	Cellular telephones Communications industry Customer relations Customer relationship management Surveys Telecommunications services industry
Online-Zugang:	Volltext
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