Aspectos relacionados a melhoria da gestão da satisfação dos consumidores: estudo de caso na INFOGLOBO

• Ano de defesa: 2005
• Autor(a) principal: Marini, André Luiz Carvalho
• 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
• Palavras-chave em Português: prestação de serviços, satisfação dos clientes, qualidade do atendimento.; providing services, clients satisfaction, serving with quality.; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/20881

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