AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT

Detalhes bibliográficos
Autor(a) principal: Slongo, Luiz Antonio
Data de Publicação: 2008
Outros Autores: Afonso Vieira, Valter
Tipo de documento: Artigo
Idioma: por
eng
spa
Título da fonte: RAM. Revista de Administração Mackenzie
Texto Completo: https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134
Resumo: A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the va lidity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.KEYWORDS: Satisfaction; Loyalty; Barometers; Supermarket; Models.
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spelling AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXTUma análise do barômetro de satisfação norueguês no contexto supermercadista brasileiroA lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the va lidity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.KEYWORDS: Satisfaction; Loyalty; Barometers; Supermarket; Models.Muitos barômetros de satisfação de consumidor foram propostos pela literatura. Porém, um dilema é que a validade, a confiança e os métodos que avaliam a satisfação de cliente continuam em processo de adaptação e melhoria com o passar do tempo. Assim, este artigo tenta entender as modificações e melhorias propostas pelo novo NCSB (Barômetro de Satisfação) no Brasil. O novo NCSB é considerado um dos últimos barômetros de satisfação projetado pela literatura. Os resultados, obtidos de uma amostra do setor supermercadista e analisados via modelagem de equações estruturais, mostraram suporte para sete de doze hi póteses sugeridas pelo modelo. Conclusões e comentários gerais finalizam o trabalho.PALAVRAS-CHAVE: Satisfação; Lealdade; Barômetros; Supermercados; Modelos.Editora Mackenzie2008-08-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfapplication/pdfhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/134Revista de Administração Mackenzie; Vol. 8 No. 3 (2007)Revista de Administração Mackenzie; Vol. 8 Núm. 3 (2007)Revista de Administração Mackenzie (Mackenzie Management Review); v. 8 n. 3 (2007)1678-69711518-6776reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (MACKENZIE)instacron:MACKENZIEporengspahttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/134/134https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134/1839https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134/1840Copyright (c) 2015 Revista de Administração Mackenzieinfo:eu-repo/semantics/openAccessSlongo, Luiz AntonioAfonso Vieira, Valter2011-01-17T16:22:14Zoai:ojs.editorarevistas.mackenzie.br:article/134Revistahttps://editorarevistas.mackenzie.br/index.php/RAM/PUBhttps://editorarevistas.mackenzie.br/index.php/RAM/oairevista.adm@mackenzie.br1678-69711518-6776opendoar:2011-01-17T16:22:14RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)false
dc.title.none.fl_str_mv AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
Uma análise do barômetro de satisfação norueguês no contexto supermercadista brasileiro
title AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
spellingShingle AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
Slongo, Luiz Antonio
title_short AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
title_full AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
title_fullStr AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
title_full_unstemmed AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
title_sort AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT
author Slongo, Luiz Antonio
author_facet Slongo, Luiz Antonio
Afonso Vieira, Valter
author_role author
author2 Afonso Vieira, Valter
author2_role author
dc.contributor.author.fl_str_mv Slongo, Luiz Antonio
Afonso Vieira, Valter
description A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the va lidity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.KEYWORDS: Satisfaction; Loyalty; Barometers; Supermarket; Models.
publishDate 2008
dc.date.none.fl_str_mv 2008-08-01
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://editorarevistas.mackenzie.br/index.php/RAM/article/view/134
url https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134
dc.language.iso.fl_str_mv por
eng
spa
language por
eng
spa
dc.relation.none.fl_str_mv https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134/134
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134/1839
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/134/1840
dc.rights.driver.fl_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
application/pdf
dc.publisher.none.fl_str_mv Editora Mackenzie
publisher.none.fl_str_mv Editora Mackenzie
dc.source.none.fl_str_mv Revista de Administração Mackenzie; Vol. 8 No. 3 (2007)
Revista de Administração Mackenzie; Vol. 8 Núm. 3 (2007)
Revista de Administração Mackenzie (Mackenzie Management Review); v. 8 n. 3 (2007)
1678-6971
1518-6776
reponame:RAM. Revista de Administração Mackenzie
instname:Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron:MACKENZIE
instname_str Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron_str MACKENZIE
institution MACKENZIE
reponame_str RAM. Revista de Administração Mackenzie
collection RAM. Revista de Administração Mackenzie
repository.name.fl_str_mv RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)
repository.mail.fl_str_mv revista.adm@mackenzie.br
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