The optimization of the complaints management system

Detalhes bibliográficos
Autor(a) principal: Montellano, Bernardo Oom Ortiz de
Data de Publicação: 2013
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/11633
Resumo: A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics
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spelling The optimization of the complaints management systemConsumer behaviourExpectationsWortenComplaints handlingA Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsAs result of the impact of the Global Financial Crisis a new paradigm shift in Consumer Behaviour has taken place. In place of compulsive consumption and long-term brand loyalty, consumers adopted more demanding attitudes and are less tolerant towards inefficiencies. In this context, understanding customers’ expectations and the root causes of their complaints became a key driver of the businesses success. The purpose of this study is to present solutions to optimize a Complaints Management System, in order to satisfy and delight customers. The analysis was based on the procedures and respective results of Worten, a Portuguese market leader retailer of White Goods and Consumer Electronics, as well as on the customers’ expectations about Repair Services. Finally, nine solutions were provided in order to meet the new trends of Consumer Behaviour and minimize their complaints by guaranteeing customers’ satisfactionNSBE - UNLMarques, CarlosRUNMontellano, Bernardo Oom Ortiz de2017-03-14T01:30:16Z2013-062013-06-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/11633TID:201474395enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:46:13Zoai:run.unl.pt:10362/11633Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:20:26.279172Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The optimization of the complaints management system
title The optimization of the complaints management system
spellingShingle The optimization of the complaints management system
Montellano, Bernardo Oom Ortiz de
Consumer behaviour
Expectations
Worten
Complaints handling
title_short The optimization of the complaints management system
title_full The optimization of the complaints management system
title_fullStr The optimization of the complaints management system
title_full_unstemmed The optimization of the complaints management system
title_sort The optimization of the complaints management system
author Montellano, Bernardo Oom Ortiz de
author_facet Montellano, Bernardo Oom Ortiz de
author_role author
dc.contributor.none.fl_str_mv Marques, Carlos
RUN
dc.contributor.author.fl_str_mv Montellano, Bernardo Oom Ortiz de
dc.subject.por.fl_str_mv Consumer behaviour
Expectations
Worten
Complaints handling
topic Consumer behaviour
Expectations
Worten
Complaints handling
description A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics
publishDate 2013
dc.date.none.fl_str_mv 2013-06
2013-06-01T00:00:00Z
2017-03-14T01:30:16Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/11633
TID:201474395
url http://hdl.handle.net/10362/11633
identifier_str_mv TID:201474395
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv NSBE - UNL
publisher.none.fl_str_mv NSBE - UNL
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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