E-lectric customers : understanding customers' online engagement with their power and gas utilities: the case of Spain

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<titleInfo>
<title>E-lectric customers</title>
<subTitle>: understanding customers' online engagement with their power and gas utilities: the case of Spain</subTitle>
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<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20170014843">
<namePart>Borrás, David</namePart>
<nameIdentifier>MAPA20170014843</nameIdentifier>
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<typeOfResource>text</typeOfResource>
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<dateIssued encoding="marc">2017</dateIssued>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Madrid</placeTerm>
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<publisher>Arthur D. Little</publisher>
<dateIssued>cop. 2017</dateIssued>
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<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
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<extent>18 p.</extent>
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<abstract displayLabel="Summary">In this viewpoint, Arthur D. Little analyzes Spanish online utility customers to understand how they engage with their utilities, highlighting the existing relationship between engagement, satisfaction and value and focusing on the growing relevance of online engagement. Furthermore, it points out the important gap that exists between challengers' and incumbents' online channels and engagement, reinforcing the call for urgent action.</abstract>
<note type="statement of responsibility">David Borràs ...[et. al]</note>
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<topic>Digitalización</topic>
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<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080615307">
<topic>Satisfacción del cliente</topic>
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<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080606091">
<topic>Estrategia empresarial</topic>
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<topic>Innovación</topic>
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<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20170006503">
<topic>Transformación digital</topic>
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<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20120023444">
<topic>Social media</topic>
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<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
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<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590581">
<topic>Empresas eléctricas</topic>
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<geographic>España</geographic>
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<recordIdentifier source="MAP">MAP20170035954</recordIdentifier>
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