TY  - JOUR
AU  - Garín Muñoz, Teresa
AU  - Pérez-Amaral, Teodosio
AU  - Gijón Tascón, Covadonga
AU  - López Zorzano, Rafael Alberto
PY  - 2016
DO  - 10.1016/j.telpol.2015.05.002
SN  - 0308-5961
UR  - https://hdl.handle.net/20.500.14352/23612
T2  - Telecommunications Policy
AB  - This 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 for...
LA  - eng
M2  - 804
PB  - ELSEVIER
KW  - Consumer complaint behaviour
KW  - Mobile phones
KW  - Consumer retention
KW  - Consumer satisfaction
KW  - Consumer loyalty
KW  - Voice
KW  - Exit
KW  - Service failure
KW  - Complainers.
TI  - Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain
TY  - journal article
VL  - 40
ER  -