IDEAS home Printed from https://ideas.repec.org/a/col/000129/004371.html
   My bibliography  Save this article

El Papel De La Lealtad En La Construcción De Redes Sociales: Una Propuesta Para La Gerencia Social De Empresas De Servicios Públicos Domiciliarios

Author

Listed:
  • OLGA ROCÍO BUITRAGO BETANCUR
  • GERMÁN DARÍO VALENCIA AGUDELO

Abstract

El artículo presenta y desarrollael concepto de lealtad como instrumentopara mejorar las relacionesentre usuarios y empresas de serviciospúblicos domiciliarios. Sedivide en tres partes, además de laintroducción y las conclusiones: laprimera presenta el modelo Salida,voz y lealtad de Albert Hirschman,enfatizando en el tercer componente;la segunda hace una aplicación delmodelo a los servicios públicos domiciliariosen Colombia, mostrando losavances y retrocesos en la relaciónentre empresas y usuarios, despuésde la reforma de 1990; la tercera,articula el concepto de lealtad en laconstrucción de redes sociales comouna propuesta para mejorar lasrelaciones entre empresas y ciudadanos-clientes.

Suggested Citation

  • Olga Rocío Buitrago Betancur & Germán Darío Valencia Agudelo, 2007. "El Papel De La Lealtad En La Construcción De Redes Sociales: Una Propuesta Para La Gerencia Social De Empresas De Servicios Públicos Domiciliarios," Estudios Gerenciales, Universidad Icesi, October.
    • Handle: RePEc:col:000129:004371
    as

    Download full text from publisher

    File URL: http://dspace.icesi.edu.co/dspace/bitstream/item/1271/1/Papel_lealtad_construccion_redes_sociales.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Servicios públicos domiciliarios; lealtad; gerencia social; redes sociales; relación empresas-clientes.;
    All these keywords.

    JEL classification:

    • D43 - Microeconomics - - Market Structure, Pricing, and Design - - - Oligopoly and Other Forms of Market Imperfection
    • D72 - Microeconomics - - Analysis of Collective Decision-Making - - - Political Processes: Rent-seeking, Lobbying, Elections, Legislatures, and Voting Behavior
    • H42 - Public Economics - - Publicly Provided Goods - - - Publicly Provided Private Goods
    • K23 - Law and Economics - - Regulation and Business Law - - - Regulated Industries and Administrative Law
    • L97 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Utilities: General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:col:000129:004371. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Coordinador ICESI (email available below). General contact details of provider: https://edirc.repec.org/data/fciceco.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.