Listagem FGV EBAPE - Dissertações, Mestrado em Gestão Empresarial por Assunto "Satisfação do consumidor"
Itens para a visualização no momento 1-10 of 10
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An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study
2016-01-28Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to ... -
Analysis of the sales representatives' profile in DellEMC Rio de Janeiro through the Challenger Sale model
2017-04-28Sales panorama has been changing through the years and even more since the 2008 global crisis. Since then, companies started to demand more from the suppliers and their sales representatives; especially in more the complex ... -
A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
2013-01-29The objective of this research project is to identify and analyse the way in which the company Fiat have collectively constructed a concept of consumer satisfaction by using the website Fiatmio.cc, a virtual space in which ... -
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 ... -
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 influência da qualidade do atendimento na decisão de compra
2010-08-31This research investigates the influence of service quality on purchase decision in the mobile phone retail market, as well as a relationship between the consumer’s previous knowledge of mobile services and the importance ... -
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, ... -
Relacionamento com clientes no mercado de serviços: um estudo exploratório na atividade de facilities centers
2013-01-29A satisfação do cliente se apresenta como objeto de inúmeros estudos e pesquisas acadêmicas sobre o comportamento do consumidor muito em função da sua implicação gerencial direta para fidelização, retenção do cliente, ... -
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 ...
