FATORES CRÍTICOS DE SUCESSO PARA A APLICAÇÃO DE CEM (CUSTOMER EXPERIENCE MANAGEMENT) E OS IMPACTOS NA QUALIDADE PERCEBIDA POR GESTORES DE EMPRESAS VAREJISTAS DE VESTUÁRIO BRASILEIRAS

• Ano de defesa: 2013
• Autor(a) principal: Braga, Adriana Nunes de Arineli
• 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: fatores críticos de sucesso; CEM (Customer Experience Management); experiência do consumidor; qualidade percebida; varejo de vestuário brasileiro; marketing mix estendido; critical success factors; CEM (Customer Experience Management) consumer experience; perceived quality; brazilian fashion retail; extended marketing mix; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/20264

To compete successfully in the current scenario, managers retailers must innovate in their management model and focus on customer shopping experience. To manage the customer experience, is necessary understand what it really means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the experiences of the customers at all points of contact they have with the company. This study examines the issues involved in offering superior customer experiences on fashion clothes retail stores in Brazil, through the implementation of CEM (Customer Experience Management), identifying critical success factors that can result in greater customer satisfaction.