Behavior Of The Organizational Customer
Mostrando 1-9 de 9 artigos, teses e dissertações.
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1. 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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2. UM MODELO DE RISCO DE CANCELAMENTO DE CLIENTES DE TELEFONIA FIXA - A APLICAÇÃO DA REGRESSÃO LOGÍSTICA PARA RETENÇÃO DE CLIENTES / A MODEL TO MEASURE CUSTOMERS CANCELLATION RISK IN TELECOMMUNICATIONS - THE APPLICATION OF LOGISTIC REGRESSION FOR CUSTOMER RETENTION
The current organizational environment is marked by a high competitiveness, high turbulence and rapid and discontinuous changes in companies¿ macro environment. Scenario requires focus on customers and strategies geared towards maintaining a fruitful relationship for both parties (customer and company), with long-term vision. This dynamics of this market is
Publicado em: 2009
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3. Perfil de clientes de bancos do segmento empresarial - região Vale do Rio dos Sinos
Este trabalho buscou identificar o perfil dos clientes do segmento empresarial ao se relacionarem com as instituições financeiras sediadas na região do Vale do Rio dos Sinos, Rio Grande do Sul - Brasil. Objetivou conhecer a visão, necessidades, atributos valorizados ou não por estes clientes no relacionamento com os bancos, para após verificar a sinton
Publicado em: 2008
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4. Comportamento estratégico, ambiente organizacional e desempenho: um estudo com pequenas empresas de beleza e estética
The assessment and analysis of the external environment, and enable forward position the organization in relation to the aspects of competition in the industry of beauty and aesthetics, considering that the competition has caused an acceleration in demand, which refers to managers and strategic management practices tuned with the specific characteristics of
Publicado em: 2008
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5. Estratégia organizacional e desenvolvimento estratégico de pessoas :a relação entre investimentos em programas de desenvolvimento comportamental e resultados empresariais
Employees that are competent and commited with the organizational goals can be considered a source of sustainable competitive advantage. Then, it is important to line up the Human Resources Management practices to the organizational strategy.In particular, Behavioral Training Programs should focus the development of individual and collective competencies tha
Publicado em: 2007
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6. Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes
Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide signific
Publicado em: 2007
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7. Identificação de fatores culturais adaptativos relevantes na utilização de sistemas CRM para fidelizar clientes em comércio varejista
Competition is no longer just the fight for market share. It became critical factor for the survival of most companies. Organizations must establish strategies and put them into practice as soon as possible to survive in their markets. The Technology of Information and Communication (TIC) is an essential tool for the strategic positioning because it provides
Publicado em: 2006
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8. A motivação e o significado do trabalho de bancários: estudo comparativo entre dois momentos do processo de reestruturação produtiva
This masters dissertation deals with motivation and the meaning of work amongst bank employees. This is done considering a cognitive perception. Work is understood here under a social and subjective comprehension, once it deals with significance attribution. Motivation is the process that rules choice of the different possibilities of individual behavior, al
Publicado em: 2006
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9. Uma metodologia de otimizaÃÃo do processo de atendimento ao cliente no setor bancÃrio : um estudo de caso
In a highly competitive market where it looks for getting better indexes of customer satisfaction, greater profits and efficiency, beyond services of high quality, it is essential to continuously prepare people and the working processes so they can contribute for the success of the company, as a competitive advantage. This work wanted to demonstrate, through
Publicado em: 2005