Customer Perceived Value
Mostrando 1-11 de 11 artigos, teses e dissertações.
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1. Redução da distância entre a gestão da experiência do cliente e as compras com celular
Resumo Objetivo – O objetivo desta pesquisa é estudar três sinais (reputação do funcionário, design do site e segurança) da estrutura da gestão da experiência do cliente que podem motivar a satisfação e a intenção de recompra do comprador por celular. O papel moderador da distância percebida do varejista é explorado. Metodologia – A abord
Rev. bras. gest. neg.. Publicado em: 26/08/2019
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2. Factors affecting mobile users' switching intentions: a comparative study between the brazilian and german markets
In the competitive wireless market, there are many drivers behind customer defection. Switching barriers, service performance, perceived value in carriers' offers, satisfaction and other constructs can play a pivotal role in customer switching processes among carriers. This study attempts to compare the influence of these factors, taking into account cultura
BAR, Braz. Adm. Rev.. Publicado em: 2013-09
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3. Analysis of the user satisfaction level in a public physical therapy service
BACKGROUND: The concepts of quality management have increasingly been introduced into the health sector. Methods to measure satisfaction and quality are examples of this trend. OBJECTIVE: This study aimed to identify the level of customer satisfaction in a physical therapy department involved in the public area and to analyze the key variables that im
Braz. J. Phys. Ther.. Publicado em: 01/08/2013
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4. Perceptions of justice after recovery efforts in internet purchasing: the impact on consumer trust and loyalty toward retailing sites and online shopping in general
The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among c
BAR - Brazilian Administration Review. Publicado em: 2011-09
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5. Fatores visuais de design e sua influência nos valores de compra do consumidor / The influence of perceived design characteristic on customer’s purchase values
Este artigo explora o tema das experiências dos consumidores nos ambientes físicos oferecidos pelas empresas de serviços, avaliando o impacto de fatores visuais de design sobre a percepção de valor por parte dos clientes de um ponto de venda com autosserviço. Foram identificados os valores de compra dos usuários e as características de design percebi
Publicado em: 2010
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6. Determinantes da escolha de canais na ótica do cliente: um estudo do mercado industrial da tecnologia da informação / Determinants of the choice of marketing channels under customers perspective: a study of the information technology industrial market
Compreender a natureza dos canais de distribuição é importante, pois escolher entre estes canais é uma das decisões mais complexas a serem tomadas pelos fabricantes. No segmento de tecnologia, tradicionalmente competitivo, estabelecer canais de marketing alinhados às expectativas dos clientes é imprescindível. O que a literatura de marketing tem reve
Publicado em: 2010
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7. Esperança: construção e tese de um modelo teórico da sua influência no processo de compra do consumidor de cirurgia plástica estética. / Hope: construction and test of a theoretical modelo of its influence on the purchase process of the aesthetic plastic surgery consumer
In the last two decades the Consumer Behavior area has progressed through propositions and testing Models such as Trust, Satisfaction, Loyalty, Risk, Perceived Value, among others, as conceptual studies of these and other constructs have been challenging the Academic community to carry out innovative research and bring a differential to the theory of Marketi
Publicado em: 2010
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8. Considerações sobre o projeto e gestão do sistema de serviço: uma proposta de modelo orientado para a entrega de valor ao cliente / Design considerations and system management service: a proposed model geared to deliver superior customer value
Customer perceived value is one of major antecedents of buying intention, loyalty and customer satisfaction. In spite of it, we observe theres no comprehensive service systems oriented to customer value delivery. For filling this gap, this thesis had the purpose of developing a comprehensive model of service system oriented to customer value delivery. For ge
Publicado em: 2009
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9. 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
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10. Canais de atendimento bancário e satisfação do cliente : estudo em bancos de varejo
Retail banks are focusing on their clients and investing in delivery channels for individuals, trying to provide high-quality customer services, and allowing the consumers to do their banking anytime, anywhere, selecting their own way to do business with banks. This strategy is part of what is known as relationship banking marketing. The goal of relationship
Publicado em: 2006
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11. Proposta de estrategias de marketing para o lancamento do ensino a distancia, na Universidade Regional de Blumenau - FURB
The effects of globalization can be observed in all contexts: Countries, economy, companies and culture. With this in mind, human beings are supposed to widen their limits by a continuous search for self development. Following this model, education is then considered something permanent in our lives. So, the University needs to review and broaden the teachin
Publicado em: 2000