{"id":"https://openalex.org/W1517867167","doi":null,"title":"A influ\u00eancia da satisfa\u00e7\u00e3o e dos custos de mudan\u00e7a na lealdade do cliente","display_name":"A influ\u00eancia da satisfa\u00e7\u00e3o e dos custos de mudan\u00e7a na lealdade do cliente","publication_year":2005,"publication_date":"2005-01-01","ids":{"openalex":"https://openalex.org/W1517867167","mag":"1517867167"},"language":"pt","primary_location":{"id":"pmh:oai:americanae.aecid.es:3195753","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10183/4786","pdf_url":null,"source":{"id":"https://openalex.org/S4306400786","display_name":"Americanae (AECID Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"reponame:Biblioteca Digital de Teses e Disserta\u00e7\u00f5es da UFRGS","raw_type":"info:eu-repo/semantics/masterThesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10183/4786","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5066415122","display_name":"Fernanda Gastal","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Fernanda Gastal","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5066415122"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":12,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11161","display_name":"Consumer Market Behavior and Pricing","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8529999852180481},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.996999979019165},{"id":"https://openalex.org/keywords/switching-costs","display_name":"switching costs","score":0.9589999914169312},{"id":"https://openalex.org/keywords/antecedents-of-loyalty","display_name":"antecedents of loyalty","score":0.8640000224113464},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9369999766349792},{"id":"https://openalex.org/keywords/mobile-telecommunications-industry","display_name":"mobile telecommunications industry","score":0.7519999742507935},{"id":"https://openalex.org/keywords/marketing-metrics","display_name":"marketing metrics","score":0.4399999976158142}],"concepts":[{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.29500317573547363}],"mesh":[],"locations_count":4,"locations":[{"id":"pmh:oai:americanae.aecid.es:3195753","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10183/4786","pdf_url":null,"source":{"id":"https://openalex.org/S4306400786","display_name":"Americanae (AECID Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"reponame:Biblioteca Digital de Teses e Disserta\u00e7\u00f5es da UFRGS","raw_type":"info:eu-repo/semantics/masterThesis"},{"id":"pmh:oai:www.lume.ufrgs.br:10183/4786","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10183/4786","pdf_url":"https://lume.ufrgs.br/bitstream/10183/4786/1/000460085.pdf","source":{"id":"https://openalex.org/S4306401468","display_name":"Lume (Universidade Federal do Rio Grande do Sul)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210097146","host_organization_name":"Hospital de Cl\u00ednicas de Porto Alegre","host_organization_lineage":["https://openalex.org/I4210097146"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Disserta\u00e7\u00e3o"},{"id":"pmh:oai:lume.ufrgs.br:10183/598","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10183/598","pdf_url":null,"source":{"id":"https://openalex.org/S4306401468","display_name":"Lume (Universidade Federal do Rio Grande do Sul)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210097146","host_organization_name":"Hospital de Cl\u00ednicas de Porto Alegre","host_organization_lineage":["https://openalex.org/I4210097146"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Trabalho completo publicado em evento"},{"id":"mag:1517867167","doi":null,"is_oa":false,"landing_page_url":"https://www.lume.ufrgs.br/bitstream/handle/10183/598/000487959.pdf;sequence=1","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:americanae.aecid.es:3195753","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10183/4786","pdf_url":null,"source":{"id":"https://openalex.org/S4306400786","display_name":"Americanae (AECID Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"reponame:Biblioteca Digital de Teses e Disserta\u00e7\u00f5es da UFRGS","raw_type":"info:eu-repo/semantics/masterThesis"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320319071","display_name":"Moderna","ror":"https://ror.org/01xm4wg91"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1517867167.pdf","grobid_xml":"https://content.openalex.org/works/W1517867167.grobid-xml"},"referenced_works_count":64,"referenced_works":["https://openalex.org/W81968182","https://openalex.org/W1484864026","https://openalex.org/W1545716103","https://openalex.org/W1594945480","https://openalex.org/W1665332082","https://openalex.org/W1957555229","https://openalex.org/W1971472674","https://openalex.org/W1972557675","https://openalex.org/W1979095963","https://openalex.org/W1979907230","https://openalex.org/W1986911624","https://openalex.org/W1991670833","https://openalex.org/W1993450812","https://openalex.org/W2001916972","https://openalex.org/W2002843259","https://openalex.org/W2014818400","https://openalex.org/W2017565819","https://openalex.org/W2017732813","https://openalex.org/W2025618885","https://openalex.org/W2025926893","https://openalex.org/W2027597802","https://openalex.org/W2032740726","https://openalex.org/W2044458697","https://openalex.org/W2046491831","https://openalex.org/W2047562908","https://openalex.org/W2049159124","https://openalex.org/W2051588238","https://openalex.org/W2058158587","https://openalex.org/W2058328325","https://openalex.org/W2058755489","https://openalex.org/W2059955887","https://openalex.org/W2060482351","https://openalex.org/W2065813178","https://openalex.org/W2070054856","https://openalex.org/W2073355833","https://openalex.org/W2074587066","https://openalex.org/W2082218379","https://openalex.org/W2090158786","https://openalex.org/W2099043863","https://openalex.org/W2102467277","https://openalex.org/W2112959820","https://openalex.org/W2122912498","https://openalex.org/W2124903281","https://openalex.org/W2126685212","https://openalex.org/W2139921829","https://openalex.org/W2146289756","https://openalex.org/W2146410840","https://openalex.org/W2150045357","https://openalex.org/W2153906047","https://openalex.org/W2156948047","https://openalex.org/W2158283038","https://openalex.org/W2159105921","https://openalex.org/W2164971316","https://openalex.org/W2174915915","https://openalex.org/W2234232270","https://openalex.org/W2319226222","https://openalex.org/W2323454419","https://openalex.org/W2324854398","https://openalex.org/W2325820331","https://openalex.org/W2476304032","https://openalex.org/W3123898547","https://openalex.org/W3151275500","https://openalex.org/W3205255602","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W7120409590","https://openalex.org/W6982442758","https://openalex.org/W4401436200","https://openalex.org/W20978995","https://openalex.org/W7113644796","https://openalex.org/W2599734902","https://openalex.org/W2887771591","https://openalex.org/W2092380523","https://openalex.org/W2226039801","https://openalex.org/W7029159537"],"abstract_inverted_index":{"Na":[0],"busca":[1],"por":[2],"m\u00e9tricas":[3],"de":[4,47,53,61,63,84,99,116,120,134,151],"marketing":[5],"que":[6,65,127,157],"tenham":[7],"liga\u00e7\u00e3o":[8],"com":[9],"os":[10,23,81,132],"componentes":[11],"atitudinais":[12],"e":[13,97,170],"comportamentais":[14],"do":[15,27,147],"cliente,":[16],"\u00e9":[17,38,155],"essencial":[18],"aprofundar":[19],"a":[20,30,51,59,67,69,72,90,118,129,145,158],"compreens\u00e3o":[21],"sobre":[22],"antecedentes":[24,103],"da":[25,42,104,159],"lealdade":[26,154],"cliente":[28],"\u2013":[29,95,101],"chave":[31],"para":[32,50,180],"o":[33],"crescimento":[34],"organizacional.":[35],"A":[36],"satisfa\u00e7\u00e3o":[37,96,130],"um":[39,73],"antecedente":[40],"reconhecido":[41],"lealdade,":[43],"mas":[44],"depender":[45],"apenas":[46],"sua":[48],"gest\u00e3o":[49],"reten\u00e7\u00e3o":[52],"clientes":[54],"pode":[55],"ser":[56],"ineficaz,":[57],"dada":[58],"falta":[60],"vis\u00e3o":[62],"mecanismos":[64,79],"levam":[66],"clientela":[68],"permanecer":[70],"leal":[71],"fornecedor":[74],"mesmo":[75],"quando":[76],"insatisfeita.":[77],"Estes":[78],"s\u00e3o":[80,163,177],"chamados":[82],"custos":[83,98,133,150],"mudan\u00e7a.":[85],"Assim,":[86],"esta":[87],"disserta\u00e7\u00e3o":[88],"testa":[89],"influ\u00eancia":[91],"destes":[92],"dois":[93],"constructos":[94],"mudan\u00e7a":[100,135,152],"como":[102,114,166],"lealdade.":[105,140],"Para":[106],"tanto,":[107],"foi":[108],"conduzida":[109],"uma":[110],"pesquisa":[111],"survey,":[112],"tendo":[113],"campo":[115],"estudo":[117],"ind\u00fastria":[119],"telefonia":[121],"m\u00f3vel":[122],"celular.":[123],"Como":[124],"resultado,":[125],"verificou-se":[126],"tanto":[128],"quanto":[131],"t\u00eam":[136],"impacto":[137,148],"positivo":[138],"na":[139,153],"Ainda,":[141],"confirmando":[142],"estudos":[143,181],"pr\u00e9vios,":[144],"magnitude":[146],"dos":[149],"maior":[156],"satisfa\u00e7\u00e3o.":[160],"Os":[161],"resultados":[162],"discutidos,":[164],"bem":[165],"as":[167],"implica\u00e7\u00f5es":[168],"acad\u00eamicas":[169],"gerenciais":[171],"obtidas.":[172],"Ao":[173],"longo":[174],"das":[175],"an\u00e1lises,":[176],"feitas":[178],"sugest\u00f5es":[179],"futuros.":[182]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
