Qualidade do serviço; Uma abordagem contemporânea

Name: Qualidade do serviço; Uma abordagem contemporânea
Brand: Edicoes Nosso Conhecimento
SKU: 9786209827198
Price: 5022.0 INR
Availability: InStock

by Zahra Idrees , Khuram Shafi

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ISBN13: 9786209827198
Binding: Paperback
Subject: N/A
Publisher: Edicoes Nosso Conhecimento
Publisher Imprint: Edicoes Nosso Conhecimento
Publication Date: March 30, 2026
Pages: 52
Original Price: USD 56.0
Language: Portuguese
Edition: N/A
Item Weight: 82 grams
BISAC Subject(s): Production & Operations Management

About The Book

Este livro centra-se no marketing relacional, uma vez que reconhece a import�ncia de construir rela��es de longo prazo para aumentar a rentabilidade das empresas e garantir a sua viabilidade futura. Devido aos efeitos prejudiciais que o comportamento de mudan�a de fornecedor por parte dos clientes pode ter no desenvolvimento de rela��es bem-sucedidas, compreender as decis�es de mudan�a dos clientes pode representar um passo fundamental no processo de estabelecimento, desenvolvimento e manuten��o de trocas relacionais bem-sucedidas. O objetivo deste livro � introduzir a heterogeneidade dos clientes nas suas caracter�sticas de relacionamento (profundidade, dura��o e amplitude) na an�lise da reten��o dos clientes face � mudan�a de prestadores de servi�os. Ao considerar o papel moderador das caracter�sticas do relacionamento na reten��o dos clientes, estas caracter�sticas moderam, de facto, a rela��o entre a qualidade do servi�o e a reten��o do cliente. Se os prestadores de servi�os pretendem manter a reten��o dos seus clientes em rela��o aos seus servi�os e produtos, devem competir na qualidade do servi�o.

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