Bureaucracy in the cancellation of mobile services

Abstract

The article aims to present the main problems registered by customers when canceling a mobile service, to analyze the reasons that cause these problems to happen and to bring a new perspective of cancellation based on the complaints and innovations for future generation. The methodology used was bibliographic research, in which its content is based on Max Weber’s bureaucracy theory and a semi-structured qualitative research carried out with people who use mobile telephony services between the ages of 18 years and 55 years. It is notorious that the level of customer complaints that attempt to change, cancel or attempt any kind of contact with the company responsible is high and unsuccessful. The article will analyze the existing bureaucracy in the processes of service cancellation, quality of service and computerization as the main mechanism of future communication.