TY  - JOUR 
TI  - El papel de la lealtad en la construcción de redes sociales: Una propuesta para la gerencia social de empresas de servicios públicos domiciliarios
PB  - Universidad Icesi
PY  - 2007
issn 01235923
AB  - This article discusses and reviews the concept of loyalty as a mechanism to improve the relationship between users and public household utility companies. In addition to the introduction and the conclusions, this article consists of 3 sections. The first section deals with Albert Hirschman's model “Exit, voice and loyalty” with an emphasis on the latter. The second presents an application of the model to household utilities in Colombia and shows the developments and regressions in the relationship between users and companies after the 1990 reform. The third section links the concept of loyalty with the construction of social networks as a proposal for improving the relationship between companies and citizen-customers.
KW  - Empresas
KW  - Servicios públicos domiciliarios
KW  - Lealtad
KW  - Gerencia social
KW  - Redes sociales
KW  - Clientes
UR  - http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/237
ER  -