TY  - JOUR
AU  - Carrasco González, Ramón Alberto
AU  - Blasco López, María Francisca
AU  - García De Madariaga Miranda, Jesús
AU  - Pedreño Santos, Ana
AU  - Herrera- Viedma, Enrique
PY  - 2017
DO  - 10.3846/tede.2018.5080
SN  - 2029-4913
UR  - https://hdl.handle.net/20.500.14352/99530
T2  - Technological and Economic Development of Economy
AB  - The relationship between customer churn and their complaints is sufficiently contrasted in the telecom sector. Therefore, a key part of a company’s strategy is the measurement of this dissatisfaction. It is important to conduct periodic surveys on...
LA  - eng
M2  - 1606
PB  - VILNIUS TECH
KW  - SERVPERF
KW  - customer complaints
KW  - sentiment analysis
KW  - Fuzzy linguistic model
KW  - 2-tuple model
KW  - CRM trouble tickets
TI  - A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector
TY  - journal article
VL  - 24
ER  -