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    Emociones percibidas por los clientes en los encuentros de los servicios para garantizar la lealtad en una relación a largo plazo: Revisión teórica preliminar (Emotions perceived... by Garza, Israel

    Published 2016
    “…Service encounters where the employee matches with the customer, is the time where they test all organizational intentions and where the customer receives attention. It is at this point where research has emphasis. Resumen: La lealtad sigue siendo uno de los principales temas y preocupaciones para los investigadores y practicantes. …”
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    Article
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    El valor de la cartera de clientes de empresas de telecomunicaciones en México (The value of customer portfolio for telecommunication companies in Mexico) by Saldaña, J., Palomo, M.

    Published 2006
    “…Nevertheless, only few companies have bothered to evaluate if their desirable individual customers are, from the risk stand point, are desirable collective customers based on the customers´ value change. …”
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