Pesquisa de satisfação de clientes: o estado-da-arte e proposição de um método brasileiro

Carlos Alberto Vargas Rossi and Luiz Antonio Slongo

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), 1998, vol. 2, issue 1, 101-125

Abstract: This article presents a discussion about the important and quite up-to-date theme: customer satisfaction. In order to do that, one discusses the relevance and the opportunity of the survey for measuring customer satisfaction and its state of the art, presents in deails a method conceived and applied in Brazil by this paper's authors, and analyses method's limitations and its future implications in research. In the development of the paper, one has examined the most up-to-date literature about customer satisfaction and the datailed description of a Brazilian method developed by the authors. Along the work, it is raised a survey's method on customer satisfaction which has derived from the analysis of theme's state of the art, the authors' experience in teaching, researching and consulting, as well as the benchmarking some their great experience on that.

Date: 1998
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