La lealtad de los clientes y su relación con la lealtad de los colaboradores
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Resumen
Muchos académicos y profesionales discuten sobre las diferencias que se presentan en los resultados de las empresas de servicio, desde hace décadas se analiza por qué las organizaciones pierden clientes, aún cuando los gerentes entienden la importancia de estos para la generación de utilidades o mejores resultados, pero la realidad es que en la época actual cada vez es más difícil mantener a los clientes y mucho más fidelizarlo, este trabajo busca analizar la relación que podría existir entre la lealtad de los trabajadores y la lealtad de los clientes en las empresas de servicio.
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