Gerenciamento De Reclamaaaes
Mostrando 1-1 de 1 artigos, teses e dissertações.
-
1. Impacto do custo de mudanÃa na relaÃÃo satisfaÃÃo-lealdade apÃs o gerenciamento de reclamaÃÃes: estudo de caso em uma empresa de telecomunicaÃÃes
In services, to be a successful company, itâs crucial to guarantee customerâs loyalty. Considering that failures are inevitable, the capacity of managing the customerâs complaints becomes strategic for those companies. In cell phones industry, itâs observed that one of the tools used to retain and maintain customers loyal are the monetary switching costs
Publicado em: 2006