Customer Relations Management
Mostrando 1-6 de 6 artigos, teses e dissertações.
-
1. STRATEGY AND QUALITY IN SERVICES: A study of case on the vision of managers and customers in the educational management / ESTRATÉGIA E QUALIDADE EM SERVIÇOS: Um estudo de caso sobre a visão de gestores e clientes na gestão educacional
The changes that bring the new global scenario have led the managers to worry about factors such as competition, and risk instability. This situation again that businesses with education, schools, revessem the management system used, which meant that managers would not be only "educators" to become increasingly administrators of a complex structure, offering
Publicado em: 2009
-
2. As relações de trabalho no setor aereo : estudo sobre o impacto das transformações no transporte aereo regular no Brasil sobre os trabalhadores / Labor relations in the transport sector : a study on the impact of changes in the airline in Brazil on workers
In this thesis we analyze the changes in the air transport sector in Brazil between 1990 and 2006 as well as the main impacts on labor relations in the sector. To understand these changes, we initially analyze the airline industry since the creation of the first companies, the formation of its regulatory framework, until the period of intense movements of ex
Publicado em: 2009
-
3. Estratégia organizacional e desenvolvimento estratégico de pessoas :a relação entre investimentos em programas de desenvolvimento comportamental e resultados empresariais
Employees that are competent and commited with the organizational goals can be considered a source of sustainable competitive advantage. Then, it is important to line up the Human Resources Management practices to the organizational strategy.In particular, Behavioral Training Programs should focus the development of individual and collective competencies tha
Publicado em: 2007
-
4. Busca da satisfação dos clientes externos atraves da analise dos resultados dos atributos da qualidade : uma aplicação na industria de autopeças / The search for external customeres satisfaction through analysis of the quality attributes results : an autoport industry study case
The aim of this case study, is to make critical analyze on the quality attributes focused on reaching customer satisfaction. The company studied is inserted in auto part of Brazilian automotive market. The study begins with a bibliography review regarding aspects to increase customer?s satisfaction. A conceptual chart was identified and the company was analy
Publicado em: 2005
-
5. Gestão de satisfação e fidelidade do cliente : um estudo dos fatores que afetam a satisfação e fidelidade dos compradores de automóveis
This Masters thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyers satisfaction and loyalty.
Publicado em: 2003
-
6. Conhecimento, administração e qualidade : a gestão da qualidade total como processo cognitivo
The objective of the present work is to show that total quality management (TQM) can be understood as a cognitive process, allowing its multidisciplinary analysis, in a coherent and integrated way. Knowledge has been selected as object of this study because it plays a fundamental role in all quality management techniques and, beyond that, is studied by vario
Publicado em: 1995