FACTORS INFLUENCING THE CHOICE FOR STRATEGY CONSULTING SERVICES IN THE TELECOMMUNICATIONS MARKET: A CONJOINT ANALYSIS APPLICATION / FATORES QUE INFLUENCIAM A CONTRATAÇÃO DE SERVIÇOS DE CONSULTORIA ESTRATÉGICA NO MERCADO DE TELECOMUNICAÇÕES : UMA APLICAÇÃO DE ANÁLISE CONJUNTA

AUTOR(ES)
DATA DE PUBLICAÇÃO

2009

RESUMO

Building offers and services portfolio are significant challenges, and for sure, represent important tasks in the marketing strategy activities of all major companies. In services marketing, due to its intrinsic subjective environment, this process becomes even more sensitive and key for achieving expected results. Its role in ensuring customer¿s perception in regards to differentiation and competitive advantage is even more important. In conclusion, making sure customer¿s needs and desires are fulfilled becomes a priority within overall strategy and marketing components. The main objectives of the dissertation are identifying and understanding the factors influencing the choice for strategy consulting services in the telecommunications market. Both services marketing and conjoint analysis sustain the theoretical basis. This dissertation is composed of three main phases: the first identifies the attributes and levels by using interviews; the field research at the second phase; and the last (third phase) takes care of the result analysis and conclusions. The following attributes and related levels were identified: Type of firm (Big 5 or Non Big 5), Presence and experience with the industry (Global or Local), Cultural alignment with customer (High or Low), Previous experience with the customer (Yes or No), Capability of supporting the execution of the strategic plan (Yes or No) e Contractual and commercial flexibility (Yes or No). And the final phase of result analysis identified the following mix for the highest utilities levels : Type of firm (Big 5), Presence and experience with the industry (Global), Cultural alignment with customer (High), Previous experience with the customer (Yes), Capability of supporting the execution of the strategic plan (Yes) e Contractual and commercial flexibility (Yes).

ASSUNTO(S)

market segmentation telecomunicacoes consumer behavior comportamento do consumidor segmentacao de mercado necessidade dos consumidores conjoint analysis marketing de servicos customer needs analise conjunta telecomunications services marketing

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