Comportamiento de abandono de la relación de un cliente con la empresa en un contexto de fallo y recuperación del servicio
Defection Behavior in a Service Failure and Recovery Context
* Universidad de Santiago de Compostela. Departamento de Organización de Empresas e Comercialización, Facultade de Ciencias Económicas e Empresariais. Avda. del Burgo, s/n. Campus Norte. 15782 Santiago de Compostela, España
** Universidad de Oviedo. Departamento de Administración de Empresas. Facultad de Ciencias Económicas y Empresariales. Avenida del Cristo s/n. 33071 Oviedo, España
*** Universidad de Oviedo. Departamento de Administración de Empresas. Facultad de Ciencias Económicas y Empresariales. Avenida del Cristo s/n. 33071 Oviedo, España
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