Satisfação do cliente das companhias aéreas brasileiras

Maria Cecilia Coutinho de Arruda and Marcelo Leme de Arruda

RAE - Revista de Administração de Empresas, 1998, vol. 38, issue 3

Abstract: The customer orientation is not a recent philosophy in marketing. However, some economic sectors are not sensitive to such trends yet, mainly in Brsui: Nowadays, the quality-marketing integration has become concretein CSM - Customer Satisfaction Measurement - models, scarcely used in Brazil. The purpose of this survey is to analyse the perception of passengers flying through three Brazilian airlines about some attributes of the servicesoffered by them, which seemed crucial for the observed image. It also aimed to enhance the corporate image and the passengers' loyalty.

Date: 1998
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