Ter funcionÃrios satisfeitos à ter clientes satisfeitos: realidade ou indÃcios? um estudo em agÃncias de viagens

AUTOR(ES)
DATA DE PUBLICAÇÃO

2005

RESUMO

This thesis deals with the job satisfaction of the employees together with the customer satisfaction, who use the services of travel agencies of Recife. The main target was to identify the possible reality of communication between the employees and customers satisfaction of the travel agencies. The methodology was attributed to the qualitative and quantitative techniques, with distinction for the accomplishment of two questionnaires applied in the travel agencies (91 employees) and in the International Airport of the Guararapes (125 customers). The main results showed that the satisfaction of the inquired customers is a consequence of a series of factors related to the face-to-face (direct contact) contact between customers and the employees of the travel agencies. However, even with those evidences, it wasnât possible to identify in a consisting form of that study, what relation degree there existed between those two constructs

ASSUNTO(S)

satisfaction travel agencies administracao agÃncias de viagens job satisfaction polÃticas e prÃticas de rh satisfaÃÃo

ACESSO AO ARTIGO

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