Estudo da fidelização dos clientes de telefonia celular na grande São Paulo em função do atendimento recebido por esses na área de call center das operadoras
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2008
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The aim of this work is to make an exploratory study about the loyalty of users of mobile telephony services in 'Great Sao Paulo' area, according to the perceived level of service, when in contact with the company's call centers. We attempted to verify the important elements and Impacting of care as well as how the care provided by Call Center impact on the customer loyalty to the company. To reach these objectives it was made a research with customers of different companies in the region.