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An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping

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An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping

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Nombre: LUIS FERNANDO;Gil ...
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dc.contributor.author Miranda Gumucio, Luis Fernando es_ES
dc.contributor.author Gil Pechuán, Ignacio es_ES
dc.contributor.author Palacios Marqués, Daniel es_ES
dc.date.accessioned 2014-12-17T18:40:08Z
dc.date.available 2014-12-17T18:40:08Z
dc.date.issued 2013-12
dc.identifier.issn 1862-8516
dc.identifier.uri http://hdl.handle.net/10251/45570
dc.description.abstract This study uses empirical data to identify the reasons that lead customers to discontinue their association with a cell phone company, along with aspects that foster customer loyalty with a view to strengthening business strategy, so that factors valued by customers are reinforced and those that can lead to switching can be avoided. Pricing strategy, network quality, innovation and development of products and services, and customer care are the major determinants of loyalty: while costly rates, problems related to technological capability, a lack of innovative promotions and deficiencies in the quality of customer care are the main reasons for switching. es_ES
dc.language Inglés es_ES
dc.publisher Springer Verlag (Germany) es_ES
dc.relation.ispartof Service Business es_ES
dc.rights Reserva de todos los derechos es_ES
dc.subject Customer loyalty es_ES
dc.subject Customer switching es_ES
dc.subject Mobile/cellular phones es_ES
dc.subject Concept mapping es_ES
dc.subject.classification ORGANIZACION DE EMPRESAS es_ES
dc.title An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping es_ES
dc.type Artículo es_ES
dc.identifier.doi 10.1007/s11628-012-0177-3
dc.rights.accessRights Cerrado es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses es_ES
dc.description.bibliographicCitation Miranda Gumucio, LF.; Gil Pechuán, I.; Palacios Marqués, D. (2013). An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping. Service Business. 7(4):603-622. doi:10.1007/s11628-012-0177-3 es_ES
dc.description.accrualMethod S es_ES
dc.relation.publisherversion http://link.springer.com/article/10.1007%2Fs11628-012-0177-3 es_ES
dc.description.upvformatpinicio 603 es_ES
dc.description.upvformatpfin 622 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.description.volume 7 es_ES
dc.description.issue 4 es_ES
dc.relation.senia 254851
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