DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY
Autor(a) principal: | |
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Data de Publicação: | 2008 |
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/42 |
Resumo: | In the current competitive scenario the relevance of technology to leverage an enterprise performance is undeniable. New challenges come about at increasing frequency and intensity and are potentiated by a net of environmental, political and economical changes that drive companies to adopt new attitudes and to look for, on a regular basis, new ways to differentiate themselves from their competitors. The Internet is one of the tools that companies have at their disposal to face these challenges revealing itself to be a great mean to keep contact with clients and to strengthen the relationships with them. It has also proven itself to be useful to expand a company’s market. Therefore, this tool was chosen to be the object of a case study carried along in Telefónica that will be presented in this article. |
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DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRYServiço diferenciado a clientes on-line: um estudo de caso no setor de telecomunicaçõesIn the current competitive scenario the relevance of technology to leverage an enterprise performance is undeniable. New challenges come about at increasing frequency and intensity and are potentiated by a net of environmental, political and economical changes that drive companies to adopt new attitudes and to look for, on a regular basis, new ways to differentiate themselves from their competitors. The Internet is one of the tools that companies have at their disposal to face these challenges revealing itself to be a great mean to keep contact with clients and to strengthen the relationships with them. It has also proven itself to be useful to expand a company’s market. Therefore, this tool was chosen to be the object of a case study carried along in Telefónica that will be presented in this article.No contexto competitivo atual é impossível negar a importância da tecnologia para o desempenho das empresas em seus respectivos mercados de atuação. Novos desafios apresentam-se com freqüência e intensidade crescentes, potencializados por uma rede de mudanças ambientais, políticas, econômicas e tecnológicas que pressionam a empresa a assumir novas posturas e procurar novos meios de se diferenciar de seus concorrentes. A Internet é, hoje, umas das ferramentas que as empresas têm à sua disposição para fazer frente aos novos desafios apresentados pelo mercado, tendo se configurado em um meio bastante interessante de compartilhamento de conhecimento dentro das empresas e destas com o mundo exterior. Devido ao seu custo bem menor do que o das redes de comunicação privada, ela constitui um meio alternativo para que as empresas possam se comunicar com seus clientes, expandir seus mercados de atuação e estabelecer relacionamentos mais próximos com eles. Por isso, essa ferramenta foi escolhida para ser o objeto de um estudo de caso realizado junto à Telefónica, que será apresentado neste artigo.PALAVRAS-CHAVE: Serviço ao cliente; Marketing na Internet; Competitividade.Editora Mackenzie2008-07-21info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfapplication/pdfhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/42Revista de Administração Mackenzie; Vol. 4 No. 2 (2003)Revista de Administração Mackenzie; Vol. 4 Núm. 2 (2003)Revista de Administração Mackenzie (Mackenzie Management Review); v. 4 n. 2 (2003)1678-69711518-6776reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (MACKENZIE)instacron:MACKENZIEporengspahttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/42/42https://editorarevistas.mackenzie.br/index.php/RAM/article/view/42/2038https://editorarevistas.mackenzie.br/index.php/RAM/article/view/42/2039Copyright (c) 2015 Revista de Administração Mackenzieinfo:eu-repo/semantics/openAccessGuilhoto, Lúcia de Fátima Martins2011-01-14T18:46:10Zoai:ojs.editorarevistas.mackenzie.br:article/42Revistahttps://editorarevistas.mackenzie.br/index.php/RAM/PUBhttps://editorarevistas.mackenzie.br/index.php/RAM/oairevista.adm@mackenzie.br1678-69711518-6776opendoar:2024-04-19T17:00:23.683569RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)false |
dc.title.none.fl_str_mv |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY Serviço diferenciado a clientes on-line: um estudo de caso no setor de telecomunicações |
title |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY |
spellingShingle |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY Guilhoto, Lúcia de Fátima Martins |
title_short |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY |
title_full |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY |
title_fullStr |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY |
title_full_unstemmed |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY |
title_sort |
DIFFERENTIATED SERVICES TO ON-LINE CLIENTS: A CASE STUDY IN THE TELECOMMUNICATIONS INDUSTRY |
author |
Guilhoto, Lúcia de Fátima Martins |
author_facet |
Guilhoto, Lúcia de Fátima Martins |
author_role |
author |
dc.contributor.author.fl_str_mv |
Guilhoto, Lúcia de Fátima Martins |
description |
In the current competitive scenario the relevance of technology to leverage an enterprise performance is undeniable. New challenges come about at increasing frequency and intensity and are potentiated by a net of environmental, political and economical changes that drive companies to adopt new attitudes and to look for, on a regular basis, new ways to differentiate themselves from their competitors. The Internet is one of the tools that companies have at their disposal to face these challenges revealing itself to be a great mean to keep contact with clients and to strengthen the relationships with them. It has also proven itself to be useful to expand a company’s market. Therefore, this tool was chosen to be the object of a case study carried along in Telefónica that will be presented in this article. |
publishDate |
2008 |
dc.date.none.fl_str_mv |
2008-07-21 |
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/42 |
url |
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/42 |
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/42/42 https://editorarevistas.mackenzie.br/index.php/RAM/article/view/42/2038 https://editorarevistas.mackenzie.br/index.php/RAM/article/view/42/2039 |
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. 4 No. 2 (2003) Revista de Administração Mackenzie; Vol. 4 Núm. 2 (2003) Revista de Administração Mackenzie (Mackenzie Management Review); v. 4 n. 2 (2003) 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 |
_version_ |
1796794715783299072 |