文章基本信息

标题：Como Gerar Valor para os Clientes por Meio dos Serviços de Atendimento ao Consumidor: O que Mostram as Pesquisas
本地全文：下载
作者：Marie Agnes Chauvel ; Vânia Cianni Goulart
期刊名称：Cadernos EBAPE.BR
印刷版ISSN：1679-3951
出版年度：2007
卷号：5
期号：4
页码：1-16
出版社：Escola Brasileira de Administração Pública e de Empresas - Fundação Getulio Vargas
摘要：During the 1990s, the number of Customer Service Departments (CSDs) in operation in Brazil grew significantly. Such departments have since been studied in researches that focused essentially two topics: customers satisfaction with the management of complaints and the performance of Customer Service Departments in the organization. The objective of this paper is to review the results of these studies seeking for recommendations that could help organizations in the management of CSDs. As a result, the paper suggests several aspects that should be taken in consideration in order to improve the relationship between the CSD, the customers and the firm and contribute for a more strategic use of this tool in the task of offering more value to customers.