Determinantes del comportamiento de queja y su importancia en la segmentación de clientes insatisfechos
The importance of the complaint behavior determinants on the segmentation of dissatisfied customers
Beatriz Moliner Velázquez**, Irene Gil Saura***, Gloria Berenguer Contri***, María Fuentes Blasco****
** Departamento de Comercialización e Investigación de Mercados, Facultad de Economía, Universidad de Valencia. Avgda. dels Tarongers, s/n, 46022 Valencia
*** Instituto de Economía Internacional, Facultad de Economía, Universidad de Valencia. Avgda. dels Tarongers, s/n, 46022 Valencia
**** Departamento de Dirección de Empresas, Facultad de Ciencias Empresariales, Universidad Pablo de Olavide, Ctra. Utrera, km. 1, 43013 Sevilla
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