IDEAS home Printed from https://ideas.repec.org/a/abg/anprac/v2y1998i133.html
   My bibliography  Save this article

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

Author

Listed:
  • Carlos Alberto Vargas Rossi
  • Luiz Antonio Slongo

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.

Suggested Citation

  • Carlos Alberto Vargas Rossi & Luiz Antonio Slongo, 1998. "Pesquisa de satisfação de clientes: o estado-da-arte e proposição de um método brasileiro," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 2(1), pages 101-125.
    • Handle: RePEc:abg:anprac:v:2:y:1998:i:1:33
    as

    Download full text from publisher

    File URL: https://rac.anpad.org.br/index.php/rac/article/view/33/33
    Download Restriction: no
    File URL: https://rac.anpad.org.br/index.php/rac/article/download/33/33
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:abg:anprac:v:2:y:1998:i:1:33. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Information Technology of ANPAD (email available below). General contact details of provider: http://anpad.org.br .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.