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Garín Muñoz, Teresa ; Pérez-Amaral, Teodosio ; Gijón Tascón, Covadonga ; López Zorzano, Rafael Alberto | Elsevier | 2016This work analyses the post-purchase behaviour of mobile phone users once they have experienced a service failure. Taking into account the existing literature on Consumer Complaint Behaviour (CCB), a survey for 4249 individuals in Spain is used [...]texto impreso
López Zorzano, Rafael Alberto ; Pérez-Amaral, Teodosio ; Garín-Muñoz, Teresa ; Gijón Tascón, Covadonga | 2012-09There is growing evidence that low-quality customer service prevails in the mobile telecommunications industry. In this paper we provide theoretical support to this empirical observation by using simple game theoretical models where inefficient [...]texto impreso
Gijón Tascón, Covadonga ; Garín-Muñoz, Teresa ; Pérez-Amaral, Teodosio ; López Zorzano, Rafael Alberto | 2012-09The focus of this paper is to measure customer satisfaction among private individual consumers of mobile telecommunications in Spain and the factors associated with this. Two novelties found in this paper are a focus on individual consumers and [...]
