O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Processando o Saber (Online) |
Texto Completo: | https://fatecpg.edu.br/revista/index.php/ps/article/view/208 |
Resumo: | The general objective of this study was to identify the importance of Customer Service and quality as a competitive differential in the commercial logistics of the world's three largest shipowners. The shipowners are the ones who transport most of the cargo in international trade, helping in the development of the countries they pass through and are a fundamental part in the functioning and growth of the economy. As the market is globalized and competitive, shipowners need to develop different strategies to attract and retain customers. The purpose of this article is to present the main activities of Customer Service in the commercial environment of Shipowners and how they can contribute to the improvement of service levels and the maintenance of partnerships and contracts with customers. Thus, based on an understanding of the need for the relationship between the company and the customer, the following problem and initial question are posed in the research project: What are the advantages of applying quality Customer Service to the customers of Shipowners? The methodology applied to this research was the case study, through the combination of qualitative and quantitative methods, together with bibliographic research and descriptive exploratory research, using the deductive method. And, a questionnaire was also used, which was answered by thirty people, customers of the Ship Owners under research. During the interview it was possible to understand that quality Customer Service is an important competitive factor, and in this way it can build customer loyalty and sign commercial contracts with the Shipowners. |
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O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadoresCustomer ServiceQualidadeArmadoresCustomer ServiceQualityShipownersThe general objective of this study was to identify the importance of Customer Service and quality as a competitive differential in the commercial logistics of the world's three largest shipowners. The shipowners are the ones who transport most of the cargo in international trade, helping in the development of the countries they pass through and are a fundamental part in the functioning and growth of the economy. As the market is globalized and competitive, shipowners need to develop different strategies to attract and retain customers. The purpose of this article is to present the main activities of Customer Service in the commercial environment of Shipowners and how they can contribute to the improvement of service levels and the maintenance of partnerships and contracts with customers. Thus, based on an understanding of the need for the relationship between the company and the customer, the following problem and initial question are posed in the research project: What are the advantages of applying quality Customer Service to the customers of Shipowners? The methodology applied to this research was the case study, through the combination of qualitative and quantitative methods, together with bibliographic research and descriptive exploratory research, using the deductive method. And, a questionnaire was also used, which was answered by thirty people, customers of the Ship Owners under research. During the interview it was possible to understand that quality Customer Service is an important competitive factor, and in this way it can build customer loyalty and sign commercial contracts with the Shipowners.O objetivo geral deste estudo foi identificar a importância do Customer Service e a qualidade como diferencial competitivo no âmbito comercial logístico dos três maiores armadores mundiais. Os armadores são aqueles quem transportam a maioria das cargas no comércio internacional, ajudando no desenvolvimento dos países em que passam e configuram peça fundamental no funcionamento e no crescimento da economia. Sendo o mercado globalizado e competitivo, os armadores têm por necessidade desenvolver diferentes estratégias para atrair e reter os clientes. O presente artigo tem como finalidade apresentar as principais atividades do Customer Service no ambiente comercial dos Armadores e de que forma podem contribuir para aprimorar os níveis de serviços e manutenção de parcerias e contratos com os clientes. Assim, com base no entendimento da necessidade de relação empresa e cliente, tem-se a seguinte problemática e pergunta inicial no projeto de pesquisa: Quais as vantagens em aplicar o Customer Service de qualidade aos clientes dos Armadores? A metodologia aplicada a esta pesquisa foi o estudo de caso, através da combinação entre os métodos qualitativos e quantitativos, juntamente com a pesquisa bibliográfica e a pesquisa exploratória descritiva de estudos explorados, utilizando o método dedutivo. E, também foi utilizado um questionário, o qual foi respondido por trinta pessoas, clientes dos Armadores em pesquisa. No decorrer da entrevista foi possível entender que o Customer Service de qualidade é importante fator competitivo e deste modo pode fidelizar os clientes e firmar contratos comerciais aos Armadores.FATEC Praia Grande2020-11-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://fatecpg.edu.br/revista/index.php/ps/article/view/208Revista Processando o Saber; v. 12 (2020): Revista Processando o Saber; 114-1352179-5150reponame:Processando o Saber (Online)instname:Faculdades de Tecnologia do Estado de São Paulo (Fatec)instacron:FATECporhttps://fatecpg.edu.br/revista/index.php/ps/article/view/208/122Copyright (c) 2020 Revista Processando o Saberhttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessLopes, Tatiana Schmitz de AlmeidaCoelho , Fernanda PeixotoTorres, Mariana Ribeiro2021-06-09T23:07:03Zoai:revista.fatecpg.edu.br:article/208Revistahttps://www.fatecpg.edu.br/revista/index.php/ps/indexhttps://fatecpg.edu.br/revista/index.php/ps/oaifabio@fatecpg.edu.br||revista@fatecpg.com.br2179-51502179-5150opendoar:2021-06-09T23:07:03Processando o Saber (Online) - Faculdades de Tecnologia do Estado de São Paulo (Fatec)false |
dc.title.none.fl_str_mv |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
title |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
spellingShingle |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores Lopes, Tatiana Schmitz de Almeida Customer Service Qualidade Armadores Customer Service Quality Shipowners |
title_short |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
title_full |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
title_fullStr |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
title_full_unstemmed |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
title_sort |
O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores |
author |
Lopes, Tatiana Schmitz de Almeida |
author_facet |
Lopes, Tatiana Schmitz de Almeida Coelho , Fernanda Peixoto Torres, Mariana Ribeiro |
author_role |
author |
author2 |
Coelho , Fernanda Peixoto Torres, Mariana Ribeiro |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Lopes, Tatiana Schmitz de Almeida Coelho , Fernanda Peixoto Torres, Mariana Ribeiro |
dc.subject.por.fl_str_mv |
Customer Service Qualidade Armadores Customer Service Quality Shipowners |
topic |
Customer Service Qualidade Armadores Customer Service Quality Shipowners |
description |
The general objective of this study was to identify the importance of Customer Service and quality as a competitive differential in the commercial logistics of the world's three largest shipowners. The shipowners are the ones who transport most of the cargo in international trade, helping in the development of the countries they pass through and are a fundamental part in the functioning and growth of the economy. As the market is globalized and competitive, shipowners need to develop different strategies to attract and retain customers. The purpose of this article is to present the main activities of Customer Service in the commercial environment of Shipowners and how they can contribute to the improvement of service levels and the maintenance of partnerships and contracts with customers. Thus, based on an understanding of the need for the relationship between the company and the customer, the following problem and initial question are posed in the research project: What are the advantages of applying quality Customer Service to the customers of Shipowners? The methodology applied to this research was the case study, through the combination of qualitative and quantitative methods, together with bibliographic research and descriptive exploratory research, using the deductive method. And, a questionnaire was also used, which was answered by thirty people, customers of the Ship Owners under research. During the interview it was possible to understand that quality Customer Service is an important competitive factor, and in this way it can build customer loyalty and sign commercial contracts with the Shipowners. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-11-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://fatecpg.edu.br/revista/index.php/ps/article/view/208 |
url |
https://fatecpg.edu.br/revista/index.php/ps/article/view/208 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://fatecpg.edu.br/revista/index.php/ps/article/view/208/122 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2020 Revista Processando o Saber https://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2020 Revista Processando o Saber https://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
FATEC Praia Grande |
publisher.none.fl_str_mv |
FATEC Praia Grande |
dc.source.none.fl_str_mv |
Revista Processando o Saber; v. 12 (2020): Revista Processando o Saber; 114-135 2179-5150 reponame:Processando o Saber (Online) instname:Faculdades de Tecnologia do Estado de São Paulo (Fatec) instacron:FATEC |
instname_str |
Faculdades de Tecnologia do Estado de São Paulo (Fatec) |
instacron_str |
FATEC |
institution |
FATEC |
reponame_str |
Processando o Saber (Online) |
collection |
Processando o Saber (Online) |
repository.name.fl_str_mv |
Processando o Saber (Online) - Faculdades de Tecnologia do Estado de São Paulo (Fatec) |
repository.mail.fl_str_mv |
fabio@fatecpg.edu.br||revista@fatecpg.com.br |
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1797068992529039360 |