Aspectos relacionados a melhoria da gestão da satisfação dos consumidores: estudo de caso na INFOGLOBO
Ano de defesa: | 2005 |
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Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | |
Tipo de documento: | Dissertação |
Tipo de acesso: | Acesso aberto |
Idioma: | por |
Instituição de defesa: |
Programa de Pós-graduação em Sistemas de Gestão
Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total |
Programa de Pós-Graduação: |
Não Informado pela instituição
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Departamento: |
Não Informado pela instituição
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País: |
Não Informado pela instituição
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Palavras-chave em Português: | |
Link de acesso: | https://app.uff.br/riuff/handle/1/20881 |
Resumo: | Nowadays, the reality of the market demands, day by day, more and more engagement from the organizations in order to reach the condition of excellent enterprise in providing services, whether what is its field. For reaching the commercial objectives, it is necessary to be well-informed about the clients, their demanding and necessities. That is the main purpose of this research: examining the performance of service businesses in Brazil, through identified items from the own clients and also from the workers of service jobs. So, after analyzing the aspects that determine the success and the problems of commercial relations between service businesses and the customers, doing this work means explaining with details the issues related with the continuous search of clients satisfaction, through destroying paradigms and improving the organizations quality of services. Thus, this work intends to formulate, examine and follow the institution of a well-structured program for the improving of the quality of services in one of the most important brazillian enterprise of communication, which is INFOGLOBO COMUNICAÇÕES |