@article{c7bf6e04e16c47eb8eeb0a95cffad493,
title = "La fidelizaci{\'o}n mediante la gesti{\'o}n de las garant{\'i}as y las quejas.",
keywords = "Gesti{\'o}n de reclamaciones, Satisfacci{\'o}n del consumidor, Estrategia de fidelizaci{\'o}n, Mediciones del servicio al cliente, Garant{\'i}as",
author = "\{Tric{\'a}s Preckler\}, \{Jes{\'u}s Manuel\} and \{Gonz{\'a}lez Sabat{\'e}\}, Lucinio and \{David Sigfrido Navarro Martino\}, Rey",
year = "2008",
month = sep,
language = "Espa{\~n}ol",
pages = "42--49",
journal = "Harvard Deusto M{\'a}rketing \& Ventas",
issn = "1133-7672",
publisher = "Universidad de Deusto",
number = "88",
}