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Operações de serviços, qualidade percebida e lealdade : um estudo no setor bancário
(2016-05-11)
The environment of services operations poses challenges to organizations and their managers, mainly because they involve the customer in the acts of consumer service. The effects of technology and globalization, makes the ...
Proposição de valor, configuração de recursos, facilitação e cocriação de valor e valor de uso como determinantes da retenção de clientes
(2016-05-11)
Customer retention is an imperative for competitiveness of organizations, with important effects on market share, profitability and profitability. Although studies, both theoretical and empirical, related to the determinants ...
Táticas vinculantes, reputação do provedor de serviços, confiança e compromisso como antecedentes da retenção de clientes
(2016-07-08)
Customer retention can be a competitive advantage for service providers and, from the perspective of relational exchanges, it is essential to understand the determinants that precede, identifying the constructs that ...
A relação entre a imagem do varejo de vestuário e a lealdade de consumidores da geração Y
(2016-07-25)
In the highly competitive retail market there is a constant search for differentiation and customer loyalty. However, understanding how store image attributes are perceived by consumers is a matter of paramount importance. ...