How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies

Detalhes bibliográficos
Autor(a) principal: Chauvel, Marie Agnes
Data de Publicação: 2007
Outros Autores: Goulart, Vânia Cianni
Tipo de documento: Artigo
Idioma: por
Título da fonte: Cadernos EBAPE.BR
Texto Completo: https://periodicos.fgv.br/cadernosebape/article/view/5045
Resumo: 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.
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spelling How to use Customer Service Departments to create more value for customers: a review of Brazilian StudiesComo Gerar Valor para os Clientes por Meio dos Serviços de Atendimento ao Consumidor: O que Mostram as PesquisasDuring 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.A partir do início da década de 1990, os Serviços de Atendimento ao Consumidor (SACs) se multiplicaram no Brasil, tornando-se departamentos quase obrigatórios nas empresas que lidam com o consumidor final. Esse movimento foi objeto de diversos estudos, voltados essencialmente para dois temas: o da satisfação dos consumidores com o gerenciamento de reclamações e o da atuação dos SACs dentro das organizações. O propósito deste artigo está em efetuar uma revisão dessas pesquisas, buscando retirar de seus resultados recomendações que possam ajudar as empresas a tirar partido dos SACs para aumentar o valor de suas ofertas, gerando satisfação entre os usuários do serviço e utilizando-o para tornar a empresa mais orientada para as necessidades e expectativas dos clientes. Como resultado, o estudo aponta diversas medidas que podem ser tomadas para melhorar a interação entre o SAC, os clientes e a empresa, contribuindo para uma utilização mais estratégica dessa ferramenta na tarefa de oferecer aos clientes um valor superior ao da concorrência.Escola Brasileira de Administração Pública e de Empresas da Fundação Getulio Vargas2007-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.fgv.br/cadernosebape/article/view/5045Cadernos EBAPE.BR; Vol. 5 No. 4 (2007); 1 a 16Cadernos EBAPE.BR; Vol. 5 Núm. 4 (2007); 1 a 16Cadernos EBAPE.BR; v. 5 n. 4 (2007); 1 a 161679-3951reponame:Cadernos EBAPE.BRinstname:Fundação Getulio Vargas (FGV)instacron:FGVporhttps://periodicos.fgv.br/cadernosebape/article/view/5045/3779Chauvel, Marie AgnesGoulart, Vânia Cianniinfo:eu-repo/semantics/openAccess2016-10-10T17:10:57Zoai:ojs.periodicos.fgv.br:article/5045Revistahttps://periodicos.fgv.br/cadernosebapehttps://periodicos.fgv.br/cadernosebape/oaicadernosebape@fgv.br||cadernosebape@fgv.br1679-39511679-3951opendoar:2024-05-13T09:59:25.346020Cadernos EBAPE.BR - Fundação Getulio Vargas (FGV)true
dc.title.none.fl_str_mv How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
Como Gerar Valor para os Clientes por Meio dos Serviços de Atendimento ao Consumidor: O que Mostram as Pesquisas
title How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
spellingShingle How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
Chauvel, Marie Agnes
title_short How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
title_full How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
title_fullStr How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
title_full_unstemmed How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
title_sort How to use Customer Service Departments to create more value for customers: a review of Brazilian Studies
author Chauvel, Marie Agnes
author_facet Chauvel, Marie Agnes
Goulart, Vânia Cianni
author_role author
author2 Goulart, Vânia Cianni
author2_role author
dc.contributor.author.fl_str_mv Chauvel, Marie Agnes
Goulart, Vânia Cianni
description 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.
publishDate 2007
dc.date.none.fl_str_mv 2007-01-01
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://periodicos.fgv.br/cadernosebape/article/view/5045
url https://periodicos.fgv.br/cadernosebape/article/view/5045
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.fgv.br/cadernosebape/article/view/5045/3779
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Escola Brasileira de Administração Pública e de Empresas da Fundação Getulio Vargas
publisher.none.fl_str_mv Escola Brasileira de Administração Pública e de Empresas da Fundação Getulio Vargas
dc.source.none.fl_str_mv Cadernos EBAPE.BR; Vol. 5 No. 4 (2007); 1 a 16
Cadernos EBAPE.BR; Vol. 5 Núm. 4 (2007); 1 a 16
Cadernos EBAPE.BR; v. 5 n. 4 (2007); 1 a 16
1679-3951
reponame:Cadernos EBAPE.BR
instname:Fundação Getulio Vargas (FGV)
instacron:FGV
instname_str Fundação Getulio Vargas (FGV)
instacron_str FGV
institution FGV
reponame_str Cadernos EBAPE.BR
collection Cadernos EBAPE.BR
repository.name.fl_str_mv Cadernos EBAPE.BR - Fundação Getulio Vargas (FGV)
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