Listagem FGV EBAPE - Escola Brasileira de Administração Pública e de Empresas por Assunto "Serviço ao cliente"
Itens para a visualização no momento 1-13 of 13
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Atitudes relativas a meios de comunicação: um estudo exploratório sobre o Wap
2002The new economy stimulated by the bigger Internet participation as an interaction mean between people and business has been changing the companies¿ management routine. Nowadays, Internet access goes through telephones, in ... -
Atributos da qualidade: um estudo exploratório em serviços de estética e beleza
2007The main purpose of this exploratory work is to investigate the attributes that motivate customers to choose services within beauty and aesthetic centers. Everyday, we are taking by surprise due to the discovery of new ... -
Cidadanias : relações de atendimento nos serviços publicos do Rio de Janeiro
1995lhe dissertation's goal is to overbear the instrumental approach wich has been used to treat the question of public aftendance, displaylng the aftendance's importance to the humam processes of objetivation and subjetivation, ... -
Customer intimacy strategy in B2B technology businesses in Colombia
2015-10-28The main objective of this Thesis is to analyze Customer Intimacy Strategy in B2B technology businesses in Colombia and the variables that have a direct relationship with it like perception, trust and networking. And how ... -
Um estudo de caso sobre servitização e nacionalização em um fabricante de hardware elétrico
2015-01-26This thesis has as main caractheristics, the research, analysis and the proposal of a model that considers the most relevant factors for the inclusion of the services’ process in manufacturing based companies, especially ... -
Um estudo sobre a percepção do cliente pré-pago quanto ao serviço de roaming de chamadas terminadas
2001The Cellular Service in Brazil has changed dramatically during the last few years in terms oftechnology innovation and the services offered to the marketplace. The regulatory environment evolved from a State monopoly to a ... -
Factors influencing supermarket store loyalty
2010-06-30This study focused the supermarket industry and its objective was to measure how much the existence of a program card loyalty in a supermarket, the customer loyalty to this program and the perception of value the customers ... -
A insatisfação nos serviços: comparando formas pessoais e impessoais de decepção no atendimento
2004The growth of the role played by technology in the interaction between companies and clients, as well as the number of services based on technology, have rapidly changed interpersonal relations and, in some cases, eliminating ... -
Uma investigação empírico-exploratória acerca da causalidade dos indicadores operacionais de call center com a satisfação dos clientes
2006Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, ... -
O processo de satisfação do consumidor: uma análise do mercado corporativo de comunicação móvel celular
2004-12O presente trabalho tem o propósito de analisar o processo de fidelização do consumidor corporativo no mercado de comunicação móvel celular. Serão investigadas as práticas comerciais da operadora de telefonia móvel celular ... -
Relacionamento Interpessoal entre Compradores e Vendedores: Troca de Atendimento em Vendas e o Impacto na Continuidade das Relações Comerciais.
2007In a highly competitive environment, the ability to retain a substantial customer base represents a tremendous competitive advantage, therefore this transaction-based emphasis in sales is increasingly being replaced by ... -
Risco de abandono de relacionamento
2008This paper presents a study carried out with customers with credit card of a large retailer to measure the risk of abandonment of a relationship, when this has already purchase history. Two activities are the most important ... -
Serviço lean: uma reflexão sobre como a filosofia lean pode contribuir para enriquecer a oferta de valor de empresas de serviço em educação na saúde
2016-12-13Este trabalho tem como objetivo analisar como o pensamento enxuto pode contribuir para enriquecer a oferta de valor de empresas de capacitação profissional na área da saúde. Para responder a essa indagação, foi feita uma ...
