Perceived Services Quality of a Communication Agency and Customer Satisfaction: an exploratory research

被引：0
|
作者：
Milan, Gabriel Sperandio [1 ,2 ]
Brentan, Juliana
De Toni, Deonir [2 ]
机构：
[1] Univ Caxias do Sul, Curso Posgrad Gestao Estrateg Prod, BR-95070560 Caxias Do Sul, RS, Brazil
[2] Univ Fed Rio Grande do Sul, BR-90046900 Porto Alegre, RS, Brazil
来源：
RBGN-REVISTA BRASILEIRA DE GESTAO DE NEGOCIOS | 2008年 / 10卷 / 26期
关键词：
Service quality; Customer retention; Customer satisfaction;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This article presents an exploratory research developed in an Advertising Agency. The study is guided to enlarge the understanding around Customer satisfaction respecting rendering services. A survey about customers I perception was carried out based on individual interviews aimed at verifying the main attributes of service in terms, of its perceived quality and customer satisfaction. Subsequently, major opportunities to the company process of qualifying its services were identified, unrolling such opportunities into possible actions.
引用
收藏
页码：17 / 26
页数：10
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