Customer Perception
Mostrando 1-12 de 44 artigos, teses e dissertações.
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1. The Relational Aspects of Luxury Consumption in Brazil: The development of a Luxury Customer Relationship Perception Scale and the Analysis of Brand Personality Influence on Relationship Perception on Luxury Fashion Brands
RESUMO O principal objetivo deste artigo foi desenvolver uma escala para mensurar a percepção de relacionamento entre consumidores de marcas de moda de luxo no Brasil. Para tanto, seguimos as orientações de Churchill (1979) e Rossiter (2002) para desenvolvimento de escalas, abarcando entrevistas e a criação de uma versão piloto da escala, submetida a
BBR, Braz. Bus. Rev.. Publicado em: 2019-06
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2. Os efeitos da coprodução nos resultados da conciliação judicial: a percepção da sociedade sobre um serviço inovador
Resumo Este estudo examinou os efeitos da coprodução e das competências do prestador de serviços nos resultados da conciliação judicial no Tribunal de Justiça do Distrito Federal e Territórios (TJDFT), a partir da percepção de satisfação das partes litigantes e dos advogados usuários do serviço. A conciliação judicial é uma inovação do Pod
Rev. Adm. Pública. Publicado em: 2019-02
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3. Credibility, audacity and joy: Brand personalities that connect users to social media
Abstract The main purpose of this article is to evaluate the influence brand personality has on customer loyalty in the context of social networks as brands. We conducted a survey of 268 social networks users in Brazil and analyzed data through Structural Equation Modeling. As a result, brand personality dimensions Credibility, Audacity and Joy were found to
BAR, Braz. Adm. Rev.. Publicado em: 21/01/2019
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4. Value Added Elements According to Buyer Companies in a B2B Context
This paper analyses how buyer companies perceive the value added to products and services offered by their suppliers and identifies the predominant elements that affect purchasing decisions and establishment of relationships between companies in a B2B context. A multiple case study was developed in 12 buyer companies from three industrial segments in souther
BAR, Braz. Adm. Rev.. Publicado em: 2015-09
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5. NEW TIMES, NEW STRATEGIES: PROPOSAL FOR AN ADDITIONAL DIMENSION TO THE 4 P'S FOR E-COMMERCE DOT-COM
Proper marketing management is fundamental to any business endeavor, including dot-coms. However, to date, as identified in a review of the International Journal of Electronic Commerce (IJEC) production and the last 10 years of EnANPAD (EnANPAD is the annual Brazilian Academy of Management conference). There are no works on the applicability of the 4P's to e
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2015-04
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6. 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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7. Gestão da informação de projetos em escritórios de instituições públicas / Project management information architecture in office of public institutions
The objective of this research is to make possible designers perception through the Technology of Information and Communication in the control and quality of the information in design decision making developed in architectural offices of public education institutions. The study started from the hypothesis that information improves quality and productivity in
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 19/12/2011
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8. 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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9. ENTRE O TRIPALIUM E A RESILIÊNCIA: UM ESTUDO SOBRE A CORRELAÇÃO ENTRE O ASSÉDIO MORAL E A RESILIÊNCIA. / Tripalium BETWEEN AND RESILIENCE: A STUDY ON THE RELATIONSHIP BETWEEN THE MORAL HARASSMENT AND RESILIENCE.
This paper has as main objective to assess the existence of the correlation between moral harassment and resilience. Moral harassment at work is characterized mainly by abusive conduct is by the employer or the employees, with intent to harass, or to log deleting someone unwanted group, characterized by intentionality and repetitiveness. The resilience is th
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 19/05/2011
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10. 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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11. 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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12. Fatores da satisfação e fidelidade de clientes na hotelaria: um estudo sobre a percepção dos gestores de hotéis / Factors affecting customer satisfaction and loyalty in the hospitality: a study on the perception of hotels managers
Esta Tese investiga a percepção dos gestores de hotéis sobre os fatores que afetam a satisfação e fidelidade dos clientes de hotéis. É feita uma pesquisa com gestores de meios hospedagem e comparados os resultados com pesquisas com turistas internacionais, nacionais e regionais a Natal sobre os fatores de sua satisfação e fidelidade ao hotel em que
Publicado em: 2010