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Bibliografia, p. 109
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Contém ref. bibliográficas
Understanding customer loyalty has been a growing concern for the services industry. In a context of increasing competitive pressures, such loyalty is seen as a key element in service companies’ success. Maintaining customer loyalty and identifying its underlying factors, however, are recognizably di cult to do. Grounded on the use of cognitive mapping techniques, this paper proposes a knowledge-based framework for the identi cation of the key determinants of customer loyalty, and the relationships among them. A step-by-step guide to the development of such a framework is presented, and illustrated through a practical application in the banking context. e resulting ndings are supportive of the applicability of such methods for understanding customer loyalty, and the improvement of long-term relationships with customers. ey are furthermore indicative of new ways in which knowledge can be incorporated into management activities to improve service outcomes. Some managerial implications of our contribution and avenues for future research are also reported.
The regional innovation systems (RIS) concept has become popular among academics, political decision-makers and regional stakeholders of innovation. Understanding the competitive dynamics of RIS and their impact on regional competitiveness today has thus become a priority. This paper provides researchers, academics, political decision-makers and other interested parties with a map of the different approaches to RIS, aiding in the definition of new territorial innovation policies. With a co-citation resource approach, an extensive search of the Web of Science database was carried out and it encountered four clusters in the literature on RIS: regional knowledge systems; regional institutional systems; regional research and development systems; and regional network systems. This correspondingly sets out new theoretical perspectives based on bibliometric analysis techniques and new paths for scientific reflection and research.
