O setor de customer service: um estudo de sua importância nas parcerias e contratos comerciais dos armadores

Detalhes bibliográficos
Autor(a) principal: Lopes, Tatiana Schmitz de Almeida
Data de Publicação: 2020
Outros Autores: Coelho , Fernanda Peixoto, Torres, Mariana Ribeiro
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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spelling 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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