Client Perception
Mostrando 1-12 de 17 artigos, teses e dissertações.
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1. Determinants of the choice of marketing channels by corporate clients: an analysis of the information technology sector
Based on a survey of 505 corporate clients from the information technology industry, this study uses a logit statistical model to analyze whether such factors as loyalty, trust, client importance, intimacy between customer and supplier and the cost of changing suppliers may affect the choice of the marketing channel used by the client. The results show that
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2012-12
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2. Conflitos e integração entre marketing e logística na definição do nível de serviços em vendas e distribuição de produtos um estudo de caso na indústria de bebidas
Beverage industries in Brazil are in pursuit of improvements in customer services to fulfill the new marketplace needs, taking into consideration both the change in consumer, habits which now show a preference for healthier goods, and the recent growth in all social economic levels. The services that need more attention are the sales and distribution departm
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 28/11/2011
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3. O NOVO PAPEL DE RECURSOS HUMANOS: O QUE É RH ESTRATÉGICO E QUAL É A SUA CONTRIBUIÇÃO PARA OS NEGÓCIOS / THE NEW HUMAN RESOURCES ROLE: WHAT IS STRATEGIC HR AND ITS CONTRIBUTION TO THE BUSINESS
The necessity for companies to increase their ability to face competition in global markets has imposed, over the last few years, substantial changes in the HR organization¿s roles. These changes bring challenges to people¿s management and especially for HR professionals. More than ever, HR needs to understand the role of Strategic HR in order to position
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 08/08/2011
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4. O comércio eletrônico no negócio de turismo
Modern organized society lives in a crescently globalized and informatized world, where competitiveness among companies grows stronger every day. At the same time, potential and effective clients are more demanding and more informed about the products and the corporations. Internet has showed itself as a very important strategic tool in the transformation of
Publicado em: 2011
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5. Operações de serviços de pós-venda baseadas em conhecimento: o caso Carrier Transicold Brasil
The performance of technical assistance depends on how information and knowledge are disseminated to a network of services. This work was developed with the aim of identifying how the operations of after-sales service can generate competitive categories for a technical assistance network based on quality management and knowledge. This case study included par
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 27/08/2010
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6. Customer oriented behavior at large service companies: front office workers´ perspectives regarding antecedents of performance for quality / Comportamentos orientados a clientes em grandes empresas de serviços: perspectivas da linha de frente sobre antecedentes da atuação para a qualidade
Theories argue that satisfaction at work influence quality of service. Among these theories is the service profit chain model (Heskett, Sasser e Schlesinger, 1991) which links employee job satisfaction with customer satisfaction and financial results of service organizations. This research aims to increase understanding of the relationship between employees
Publicado em: 2010
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7. Portais corporativos como ferramenta para o relacionamento com o cliente. / Corporative Vestibules as tool for the relationship with the customer.
Ainda em evolução no ambiente real, a discussão sobre o relacionamento com o cliente se desloca para o mundo virtual, tornando o marketing de relacionamento, a Internet e os portais corporativos parte do novo dia-a-dia das empresas. Considerados uma provável solução para o relacionamento com o cliente no mundo virtual, os portais corporativos são o ob
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 18/03/2009
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8. QUALITY ASSESSMENT IN PUBLIC HEALTH SERVICES - THE CASE OF THE FAMILY HEALTH STRATEGY / AVALIAÇÃO DA QUALIDADE EM SERVIÇOS PÚBLICOS DE SAÚDE O CASO DA ESTRATÉGIA SAÚDE DA FAMÍLIA
This study aimed to evaluate the quality of the Family Health Strategy (ESF) through the measurement of users satisfaction regarding services provided by the program, seeking to identify the link between satisfaction and perceived quality of services by program staff . For this purpose, questionnaires were based on SERVQUAL Scale, which has as a feature comp
Publicado em: 2009
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9. A RESPONSABILIDADE SOCIAL EMPRESARIAL COMO FERRAMENTA ESTRATÉGICA E MOTIVACIONAL NA INDÚSTRIA AUTOMOTIVA BRASILEIRA. ESTUDO COMPARATIVO DE CASO: VOLKSWAGEN DO BRASIL (GRANDE ABC) X FIAT AUTOMÓVEIS (BETIM/MG)
This paper is about to show the Social Responsibility as a competitive advantage, as well, a vital strategic tool to the survival of the companies in a scenery of frequently and fast changes. Emphasizing that, from the globalization on, with the fusion of cultures, many companies came, suddenly, into an extremely competitive environment, where, the oldies pr
Publicado em: 2008
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10. Avaliação de aspectos quantitativos e qualitativos da dor na fibromialgia / Evaluation of the quantitative and qualitative aspects of the pain in the fibromyalgia
Objective: Evaluate the perception of pain in the fibromyalgia through the quantitative and qualitative methodological technique. Method: A total of 30 clients were assessed through an interview analyzed by the thematic content and through the instrument Descriptors of Pain. Arithmetic mean and standard error were used to determine which descriptors better c
Publicado em: 2007
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11. A percepção dos publicitários brasileiros sobre a ferramenta de comunicação de marketing Branded Content
The conducted survey intended to verify the perception of Brazilian advertising agents in relation to the following phenomena: the potential of Branded Content and product placement, and the impact of technological advances on the effectiveness of publicity in television. To do so, a qualitative research was developed by using the analysis content technique.
Publicado em: 2007
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12. ANÁLISE DO PROCESSO DE ENTREGA DE SERVIÇOS COM BASE EM MODELO DE CORRELAÇÃO ENTRE PERCEPÇÃO DO CLIENTE E INDICADORES DO PROCESSO / ANALYSIS OF SERVICES DELIVERY BASED ON A MODEL OF CORRELATION BETWEEN CLIENT PERCEPTION AND PROCESS INDICATORS
This thesis presents a case study of a service delivery system in a telecommunication company and proposes a model for process evaluation and diagnosis. Because service quality is the main factor of its differentiation strategy, the company seeks service improvements by employing satisfaction surveys for identification of its clients´ needs and expectations
Publicado em: 2006