TY  - JOUR 
AU  - Carrasco, Ramón Alberto
AU  - Blasco, María Francisca
AU  - García-Madariaga, Jesús
AU  - Pedreño-Santos, Ana
AU  - Herrera Viedma, Enrique
PY  - 2018
UR  - http://hdl.handle.net/10481/57296
AB  - The relationship between customer churn and their complaints is sufficiently contrasted
in the telecom sector. Therefore, a key part of a company’s strategy is the measurement of this dissatisfaction. It is important to conduct periodic surveys on...
LA  - eng
PB  - TECHNOLOGICAL AND ECONOMIC DEVELOPMENT OF ECONOMY
KW  - SERVPERF
KW  - customer complaints
KW  - sentiment analysis
KW  - Fuzzy linguistic model
KW  - 2-tuple model
KW  - CRM trouble tickets
TI  - A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector
DO  - 10.3846/tede.2018.5080
ER  -