METODE DE CERCETARE A COMPORTAMENTULUI CLIENTILOR IN SECTORUL SERVICIILOR

Andreea Zamfir ()
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Andreea Zamfir: Academia de Studii Economice, Bucuresti, Romania

Theoretical and Empirical Researches in Urban Management, 2008, vol. 3, issue 7, 11-16

Abstract: Cunoasterea cerintelor si asteptarilor consumatorilor, precum si a perceptiilor legate de serviciul furnizat sunt conditii de baza pentru prestarea unor servicii performante si de calitate. In lucrare se prezinta unele metode de cercetare a comportamentului beneficiarilor de servicii utilizate pentru analiza asteptarilor si exigentelor clientilor cu privire la serviciile oferite. De asemenea, sunt prezentate unele actiuni ce trebuie realizate de catre firmele prestatoare de servicii in scopul obtinerii si mentinerii fidelitatii clientilor.

Keywords: cerere; asteptari; comportamentul clientilor. (search for similar items in EconPapers)
JEL-codes: D03 D11 (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:rom:terumm:v:3:y:2008:i:7:p:11-16

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