Ponencias en congresos:
Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses
Año:2015
Áreas de investigación
- Ingenierías
Datos
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Descripción
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| An increasing number of consumers shift their buying activities from physical stores to retail websites. The reasons for this change are lower prices, time savings and a wider selection of products and services available on websites (Brunner et al., 2014). At the end of 2014, more than 3 billion people used Internet. In Europe 565 million people already use the Internet (79% of the population), and 47% make online purchases (Ecommerce Europe, 2014). Despite efforts by B2C e-commerce firms to offer high-quality services, providing a failure-free service proves almost impossible. Depending on how firms handle service recovery, results may vary massively: from losing an angry customer to retaining a satisfied who may still be willing to purchase again in the future. | |
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Internacional
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Si |
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Nombre congreso
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GIKA 2015 Qualitative Comparative Analysis, Crisp and Fuzzy Set, in Business and Management |
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Tipo de participación
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960 |
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Lugar del congreso
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Valencia (España) |
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Revisores
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Si |
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ISBN o ISSN
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978-1-4614-4584-5 |
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DOI
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Fecha inicio congreso
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15/07/2015 |
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Fecha fin congreso
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17/07/2015 |
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Desde la página
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1 |
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Hasta la página
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12 |
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Título de las actas
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GIKA 2015 Qualitative Comparative Analysis, Crisp and Fuzzy Set, in Business and Management |
Ver publicación en Archivo digital upm
Esta actividad pertenece a memorias de investigación
Participantes
- Autor: Alberto Urueña Lopez UPM
- Autor: Antonio Hidalgo Nuchera UPM
Grupos de investigación, Departamentos, Centros e Institutos de I+D+i relacionados
- Creador: Grupo de Investigación: Innovación, Propiedad industrial y Política tecnológica (INNOPRO)
- Departamento: Ingeniería de Organización, Administración de Empresas y Estadística