Estudo da insatisfação do consumidor nos serviços prestados por assistências técnicas autorizadas de automóveis

Sedinei José Nardelli Beber and Carlos Alberto Vargas Rossi

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), 2006, vol. 10, issue 2, 33-49

Abstract: This research consisted in carrying out an exploratory study about Consumer Dissatisfaction over customer technical assistance at authorized car dealers. The causes, level and of consequences of dissatisfaction were investigated. This study was carried out in the city of Porto Alegre. As pratical results, it shows the customers' profile; the relationship among the general level of dissatisfaction, the sample characteristics and the reactions to dissatisfaction; the relationship between the causes and the level of dissatisfaction; and the formation of dissatisfaction attributes magnitudes. Among the conclusions are the most important attributes to customer dissatisfaction, the viability of method used for dissatisfaction research and suggestions to managers to avoid their customers dissatisfaction.

Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:abg:anprac:v:10:y:2006:i:2:452

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