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Metode De Cercetare A Comportamentului Clientilor In Sectorul Serviciilor


  • Andreea ZAMFIR

    () (Academia de Studii Economice, Bucuresti, Romania)


Cunoasterea cerintelor si asteptarilor consumatorilor, precum si a perceptiilor legate de serviciul furnizat sunt conditii de baza pentru prestarea unor servicii performante si de calitate. In lucrare se prezinta unele metode de cercetare a comportamentului beneficiarilor de servicii utilizate pentru analiza asteptarilor si exigentelor clientilor cu privire la serviciile oferite. De asemenea, sunt prezentate unele actiuni ce trebuie realizate de catre firmele prestatoare de servicii in scopul obtinerii si mentinerii fidelitatii clientilor.

Suggested Citation

  • Andreea ZAMFIR, 2008. "Metode De Cercetare A Comportamentului Clientilor In Sectorul Serviciilor," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(7), pages 11-16, May.
  • Handle: RePEc:rom:terumm:v:3:y:2008:i:7:p:11-16

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    cerere; asteptari; comportamentul clientilor.;

    JEL classification:

    • D03 - Microeconomics - - General - - - Behavioral Microeconomics: Underlying Principles
    • D11 - Microeconomics - - Household Behavior - - - Consumer Economics: Theory


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