WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY
Autor(a) principal: | |
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Data de Publicação: | 2011 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | REAd (Porto Alegre. Online) |
Texto Completo: | https://seer.ufrgs.br/index.php/read/article/view/38519 |
Resumo: | The security service is a relatively unexplored subject in scientific publications, and much of what is available as knowledge generated from empirical scientific research is related to quality and customer satisfaction of services and not with the process of ensuring proper said. The objective of this research is to verify the importance attached by clients from the Florianópolis the guarantees offered by service organizations. The research is characterized as exploratory in nature and quantitative survey-type. The sample consisted of 400 consumers in the city, being the instrument of data collection a structured, undisguised. Descriptive statistics was used with the application of cross-tables with chi-quadrado.Os main results show the fact that many customers consider critical to ensure that your purchase of service as well as recognition of the importance of the company's position before a service failure. It concludes with the study that the security has a primary role in providing services and that consumers consider it a competitive edge. |
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WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERYGARANTÍA EN LOS SERVICIOS: LA PROMESA PARA LA RECUPERACIÓNGARANTIAS EM SERVIÇOS: DA PROMESSA À RECUPERAÇÃOServiçosMarketing de ServiçosGarantias em serviçosPercepção de consumidores.ServicesMarketingService Guarantees in servicesPerception of consumers.ServiciosServicios de MarketingGarantías en los serviciosy la percepción de los consumidores.The security service is a relatively unexplored subject in scientific publications, and much of what is available as knowledge generated from empirical scientific research is related to quality and customer satisfaction of services and not with the process of ensuring proper said. The objective of this research is to verify the importance attached by clients from the Florianópolis the guarantees offered by service organizations. The research is characterized as exploratory in nature and quantitative survey-type. The sample consisted of 400 consumers in the city, being the instrument of data collection a structured, undisguised. Descriptive statistics was used with the application of cross-tables with chi-quadrado.Os main results show the fact that many customers consider critical to ensure that your purchase of service as well as recognition of the importance of the company's position before a service failure. It concludes with the study that the security has a primary role in providing services and that consumers consider it a competitive edge. La seguridad del serviço es un tema poco explorado en las publicaciones científicas, y gran parte de lo que está disponible como el conocimiento generado por la investigación científica empírica tiene que ver con la calidad y satisfacción de los clientes de los servicios y no con el proceso de garantizar la adecuada , dijo. Así, el objetivo de esta investigación es examinar la importancia atribuida por los clientes en Florianópolis las garantías ofrecidas por las organizaciones de servicios. La investigación se caracteriza por el estudio exploratorio de carácter cuantitativo, de tipo. La muestra consistió en 400 consumidores de la ciudad, y el instrumento de recolección de datos y una no disimulada estructurado. Se utilizó estadística descriptiva con la aplicación de tablas cruzadas con los resultados principales de Chiquadrado. Os muestran el hecho de que muchos clientes consideran fundamentales para garantizar la compra de un servicio, así como el reconocimiento de la importancia de la posición de la empresa antes una deficiencia en el servicio. Concluye con la seguridad de queel estudio tiene un papel primordial en la prestación de servicios y que los consumidores loconsideran una ventaja competitiva.A garantia de serviços é um tema pouco explorado nas publicações científicas, sendo que grande parte do que está disponível como conhecimento gerado a partir de investigações empírico-científicas é relacionado com a qualidade e satisfação dos clientes de serviços e nãocom o processo de garantia propriamente dito. Assim, o objetivo desta pesquisa é verificar a importância atribuída por clientes do município de Florianópolis às garantias oferecidas por organizações de serviços. A pesquisa se caracteriza por ser exploratória de caráter quantitativo e do tipo survey. A amostra foi composta por 400 consumidores da cidade, sendo o instrumento de coleta de dados um questionário estruturado e não disfarçado. Foi utilizada estatística descritiva com aplicação de cross-tables com testes de qui-quadrado.Os principais resultados mostram o fato de que vários clientes consideram decisiva a garantia na hora deadquirir um serviço, bem como o reconhecimento da importância da postura da empresa diante de uma falha no serviço. Conclui-se com o estudo que a garantia exerce papel fundamental na prestação de serviços e que os consumidores a consideram um diferencial competitivo.Universidade Federal do Rio Grande do Sul2011-12-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionscientific articlearticulo científicoAvaliado pelos paresartigo científicoapplication/pdfhttps://seer.ufrgs.br/index.php/read/article/view/38519Electronic Review of Administration; Vol. 17 No. 3 (2011): Edição 70 - set/dez 2011; 687-715Revista Electrónica de Administración; Vol. 17 Núm. 3 (2011): Edição 70 - set/dez 2011; 687-715Revista Eletrônica de Administração; v. 17 n. 3 (2011): Edição 70 - set/dez 2011; 687-7151413-23111980-4164reponame:REAd (Porto Alegre. Online)instname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSporhttps://seer.ufrgs.br/index.php/read/article/view/38519/24743Damian Nunes, JulianaSavi Mondo, TiagoPereira da Costa, Jane Iarainfo:eu-repo/semantics/openAccess2013-04-12T13:07:59Zoai:seer.ufrgs.br:article/38519Revistahttp://seer.ufrgs.br/index.php/read/indexPUBhttps://seer.ufrgs.br/read/oaiea_read@ufrgs.br1413-23111413-2311opendoar:2013-04-12T13:07:59REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)false |
dc.title.none.fl_str_mv |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY GARANTÍA EN LOS SERVICIOS: LA PROMESA PARA LA RECUPERACIÓN GARANTIAS EM SERVIÇOS: DA PROMESSA À RECUPERAÇÃO |
title |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY |
spellingShingle |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY Damian Nunes, Juliana Serviços Marketing de Serviços Garantias em serviços Percepção de consumidores. Services Marketing Service Guarantees in services Perception of consumers. Servicios Servicios de Marketing Garantías en los servicios y la percepción de los consumidores. |
title_short |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY |
title_full |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY |
title_fullStr |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY |
title_full_unstemmed |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY |
title_sort |
WARRANTIES IN SERVICES: FROM PROMISE TO RECOVERY |
author |
Damian Nunes, Juliana |
author_facet |
Damian Nunes, Juliana Savi Mondo, Tiago Pereira da Costa, Jane Iara |
author_role |
author |
author2 |
Savi Mondo, Tiago Pereira da Costa, Jane Iara |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Damian Nunes, Juliana Savi Mondo, Tiago Pereira da Costa, Jane Iara |
dc.subject.por.fl_str_mv |
Serviços Marketing de Serviços Garantias em serviços Percepção de consumidores. Services Marketing Service Guarantees in services Perception of consumers. Servicios Servicios de Marketing Garantías en los servicios y la percepción de los consumidores. |
topic |
Serviços Marketing de Serviços Garantias em serviços Percepção de consumidores. Services Marketing Service Guarantees in services Perception of consumers. Servicios Servicios de Marketing Garantías en los servicios y la percepción de los consumidores. |
description |
The security service is a relatively unexplored subject in scientific publications, and much of what is available as knowledge generated from empirical scientific research is related to quality and customer satisfaction of services and not with the process of ensuring proper said. The objective of this research is to verify the importance attached by clients from the Florianópolis the guarantees offered by service organizations. The research is characterized as exploratory in nature and quantitative survey-type. The sample consisted of 400 consumers in the city, being the instrument of data collection a structured, undisguised. Descriptive statistics was used with the application of cross-tables with chi-quadrado.Os main results show the fact that many customers consider critical to ensure that your purchase of service as well as recognition of the importance of the company's position before a service failure. It concludes with the study that the security has a primary role in providing services and that consumers consider it a competitive edge. |
publishDate |
2011 |
dc.date.none.fl_str_mv |
2011-12-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion scientific article articulo científico Avaliado pelos pares artigo científico |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://seer.ufrgs.br/index.php/read/article/view/38519 |
url |
https://seer.ufrgs.br/index.php/read/article/view/38519 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://seer.ufrgs.br/index.php/read/article/view/38519/24743 |
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 |
Universidade Federal do Rio Grande do Sul |
publisher.none.fl_str_mv |
Universidade Federal do Rio Grande do Sul |
dc.source.none.fl_str_mv |
Electronic Review of Administration; Vol. 17 No. 3 (2011): Edição 70 - set/dez 2011; 687-715 Revista Electrónica de Administración; Vol. 17 Núm. 3 (2011): Edição 70 - set/dez 2011; 687-715 Revista Eletrônica de Administração; v. 17 n. 3 (2011): Edição 70 - set/dez 2011; 687-715 1413-2311 1980-4164 reponame:REAd (Porto Alegre. Online) instname:Universidade Federal do Rio Grande do Sul (UFRGS) instacron:UFRGS |
instname_str |
Universidade Federal do Rio Grande do Sul (UFRGS) |
instacron_str |
UFRGS |
institution |
UFRGS |
reponame_str |
REAd (Porto Alegre. Online) |
collection |
REAd (Porto Alegre. Online) |
repository.name.fl_str_mv |
REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS) |
repository.mail.fl_str_mv |
ea_read@ufrgs.br |
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1799766201967050752 |