Customer Support Service
Mostrando 1-12 de 25 artigos, teses e dissertações.
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1. The Use of the 'Job to Be Done' methodology to identify value co-creation opportunities in the context of the Service Dominant Logic
RESUMO Organizações que atuam em contextos B2B adotam estratégias de cocriação de valor visando à fidelização de clientes. Fundamentando-se nos conceitos da Lógica Dominante do Serviço (LDS), o estudo propõe a utilização da técnica de Job to be done (JTBD) como método para apoiar a implementação dos conceitos da LDS. O resultado de um levant
BBR, Braz. Bus. Rev.. Publicado em: 2019-02
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2. The enhancing impact of friendship networks on sales managers' performance
This paper examines how relationships with friends moderate the impact of professional networks on sales performance. Based on a sample of 204 sales managers in a professional service company, this study presents evidence that friendship networks amplify the effect of sales forces' professional networks on new product sales as well as on prospecting and conv
BAR, Braz. Adm. Rev.. Publicado em: 2013-06
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3. Dignidade e relações de poder: um estudo em um call center à luz de Foucault Jones
The study of dignity appears in several areas of human knowledge, as in philosophy, theology, law, medicine. In organizations, has been discussed mainly in relations between companies and employees, but new studies support the expansion for relations with other stakeholders, including customers. Company-customer relations are based on business strategies and
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 20/03/2012
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4. 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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5. Métodos de categorização de atributos como instrumentos para melhoria de serviços: uma aplicação à iniciativa contribuinte da cultura
This study consists in the application of three market research methodology: The Importance- Performance Matrix and the traditional Kano methods of Attractive Quality and Mandatory and the modified Kano by fuzzy logic. These methods generally are applied to characterize and categorize attributes in order to provide an improvement in such services. As a real
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 29/09/2011
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6. Alignment between information of the attendance to the customer and action of improvements of the quality: study of case in an assembly plant of automobiles. / Alinhamento entre informações do atendimento ao cliente e ações de melhorias da qualidade: estudo de caso numa montadora de automóveis.
The present study is guided by a strategic vision of the operations area, involving management of quality assurance and opportunities for continuous improvement in an auto assembly plant in Brazil. It examines how information from after-sales services is used to improve products and their manufacturing processes. It analyzes the correlation between actions u
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 28/03/2011
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7. 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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8. 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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9. Uma proposta de extensão para um protocolo para arquiteturas de alta disponibilidade
Behind the growth of the amount of broadband users connections in the world, the wide use of mobile devices as cell phones and PDAs and other access from anywhere throughout Internet, always require some level of availability to support customer needs. This necessity made which the high availability architectures were used on large scale and they were migrat
Publicado em: 2009
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10. Estrutura de serviços do conhecimento em Parques Científicos e Tecnológicos - incrementando a relação empresa - universidade - centros de pesquisa / KNOWLEDGE SERVICES IN SCIENCE &TECHNOLOGY IMPROVING THE UNIVERSITY/RESEARCH CENTRE-COMPANY RELATIONSHIP
This research proposes a conceptual model for Knowledge Services Structure applicable to Science &Technology Parks (STP) and targeted to micro, small and medium enterprises, in order to improve the business - university - research centers relationship. The idea emerged from exploratory studies on STP and the observation of a knowledge gap on this subject: ac
Publicado em: 2009
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11. O conhecimento tácito como fator complementar a adequação da transferência de rotinas: o caso de um posto avançado de suprimentos no espaço físico do cliente
This research is an investigation of the factor that complements the adjustment in the integral transfer of organizational routines, which incorporate tacit knowledge in the replication of a series of activities related to the implementation a service office within the customer physical environment. Literature related to the subject refers to organizational
Publicado em: 2009
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12. Análise investigativa do alinhamento estratégico em empresas do setor de bens de capital-mecânicos
There is a recognition by operations and supply chain professionals including academics that the integration of the participants of a chain provides service improvement and costs reduction to the customer when the goals of each participant converge to each other. However, many matters related to strategic formulation of the business, capacities logistics and
Publicado em: 2009