Personal Customer Service
Mostrando 1-9 de 9 artigos, teses e dissertações.
-
1. The means-end approach to understanding customer values of a on-line newspaper
Customer value is understood as one of the constructs that best explains consumer decision making. Its proposal is to understand how consumers translate product or service characteristics and consequences of use into personal self-relevant values. The means-end theory is a way of systematically thinking in this hierarchical representation. The most commonly
BAR - Brazilian Administration Review. Publicado em: 2007-04
-
2. Custo humano, estratégias de mediação e cidadania : atendimento preferencial ao público em agências da previdência social / Human cost, strategies of mediation and citizenship: personal customer service in Social Security Offices
The aim of this research is to evaluate the physical, cognitive and emotional dimensions of this human cost, and to identify strategies of mediation developed by managers, employees and customers of the service, in order to confront this cost, as well as the concept of citizenship formed by these players in that environment. Answers to the following key ques
Publicado em: 2007
-
3. O valor para o cliente na educação superior
The purpose of this work is to study the value to the customers in higher education, from the point of view of the students, collecting their opinions about value, consequences and attributes about this type of service. Based in the value proposed by Woodruf (1997) and using the means-end chains proposed by Gutman (1982) two models were applied to the studen
Publicado em: 2007
-
4. Custo humano, estratégias de mediação e cidadania: atendimento preferencial ao público em agências da previdência social / Human cost, strategies of mediation and citizenship: personal customer service in Social Security Offices
O objetivo da pesquisa consistiu em avaliar em contexto de atendimento presencial ao público as dimensões física, cognitiva e afetiva constituintes do custo humano e identificar as estratégias de mediação desenvolvidas por usuários, atendentes e gestores para fazer frente a este custo, bem como as representações de cidadania construídas por estes p
Publicado em: 2007
-
5. THE IMPACT OF CUSTOMERNULLS SATISFACTION AND LOYALTY ON CUSTOMER`S RETENTION IN THE MOBILE TELECOMMUNICATIONS SERVICE AN INTEGRATIVE MODEL / O IMPACTO DA SATISFAÇÃO E LEALDADE NA RETENÇÃO DE CLIENTES NO SERVIÇO DE TELEFONIA CELULAR UM MODELO INTEGRATIVO
The purpose of this study is to identify, among a group of elements of customer satisfaction, loyalty and customer retention, the elements which have the greater impact over customer retention in the mobile telecommunications service. A field research was conducted with a sample of 123 users of the mobile telecommunications service in Rio de Janeiro. Initial
Publicado em: 2003
-
6. 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
-
7. Analise sistemica da implementação de conceitos da qualidade total em areas meio da universidade
The concept of management and Total Quality Control in the University, is both controversal and arduous. My day to day work using the philosofy of Total Quality has allowed me the opportunity to identify some critical points that I believe to be of vital importance to the UNICAMP s organizational system. The essencial points that can effect the systematic fu
Publicado em: 1997
-
8. Nível de serviços logísticos no transporte rodoviário internacional de produtos industrializados entre Rio Grande do Sul e Argentina
This study is concerned with logistics and transportation. Business logistics comprises ali the activities involved in moving products and related information. Transportation is one of the most visible elements of logistics in the movement of products from a source location to a final destination. This research work was based on the "Delphi" method, a techni
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 1997
-
9. Differences in CAHPS adult survey reports and ratings by race and ethnicity: an analysis of the National CAHPS benchmarking data 1.0.
OBJECTIVE: To examine racial/ethnic group differences in adults' reports and ratings of care using data from the National Consumer Assessment of Health Plans (CAHPS) survey Benchmarking Database (NCBD) 1.0. DATA SOURCE: Adult data from the NCBD 1.0 is comprised of CAHPS 1.0 survey data from 54 commercial and 31 Medicaid health plans from across the United St