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Repositorio de la Red Internacional de Investigadores en Competitividad

COMPETITIVIDAD GLOBAL

Vol. 8 No. 1 (2014): Innovación y competitividad. Impulsores del desarrollo. ISBN: 978-607-96203-0-3

Lealtad del cliente de los servicios de Coaching de Negocios en Guadalajara, México: Factores determinantes y propuesta de un modelo de lealtad

Submitted
November 28, 2016
Published
2018-01-05

Abstract

Un gran número de investigadores han centrado sus esfuerzos en explorar los factores determinantes de la lealtad del cliente, sin embargo, las propuestas no han logrado proporcionar una explicación adecuada de la naturaleza de la relación entre lealtad del cliente y esas variables.  Este argumento se torna relevante para una industria relativamente nueva como el coaching de negocios, donde prácticamente no constan estudios sobre lealtad del cliente.  A través de la investigación exploratoria y análisis documental, se reconocen siete factores como determinantes de la lealtad: 1. Satisfacción del cliente, 2. Confianza, 3. Calidad, 4. Compromiso, 5. Valor Percibido, 6. Amistad comercial y 7. Reputación de la empresa, que se incluyen como variables independientes, estableciendo la lealtad  como variable dependiente.

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