Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha
Autor(a) principal: | |
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Data de Publicação: | 2013 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista Eletrônica de Estratégia e Negócios |
Texto Completo: | https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/1912 |
Resumo: | With the growth of the economy, rivalry and competition for customers also growth. Companies should win over their customers and ensure their own stay in the market, creating links with these clients and making them feel involved. Hence, the present study is addressed to a sample of accounting firms located in a town from Serra Gaucha, aiming to identify and analyze what retention strategies are used by them. To achieve this goal, we performed a multiple case study, descriptive, through interviews based on a questionnaire that consists in a list of questions. The data obtained from the interviews were analyzed qualitatively. The study presents relevant evidence in order that the offices managers are enable to identify the importance of customer retention for the company's success, and the mentioned retention is positively influenced by trust in the service provider. |
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Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra GauchaFatores determinantes para a retenção de clientes em escritórios de contabilidade: um estudo multicaso realizado em uma cidade da Serra GaúchaRelationship MarketingRelationship with CustomersCustomer RetentionCustomer LoyaltyAccounting Office.Marketing de RelacionamentoRelacionamento com ClientesRetenção de ClientesLealdade de ClientesEscritório de Contabilidade.With the growth of the economy, rivalry and competition for customers also growth. Companies should win over their customers and ensure their own stay in the market, creating links with these clients and making them feel involved. Hence, the present study is addressed to a sample of accounting firms located in a town from Serra Gaucha, aiming to identify and analyze what retention strategies are used by them. To achieve this goal, we performed a multiple case study, descriptive, through interviews based on a questionnaire that consists in a list of questions. The data obtained from the interviews were analyzed qualitatively. The study presents relevant evidence in order that the offices managers are enable to identify the importance of customer retention for the company's success, and the mentioned retention is positively influenced by trust in the service provider.Com o crescimento da economia, cresce também a rivalidade e a disputa por clientes. Às empresas cabe conquistar seus clientes e garantir sua permanência no mercado, criando vínculos com seus clientes e fazendo com que se sintam envolvidos. Diante disso, o presente estudo é direcionado a uma amostra de escritórios de contabilidade situados em uma cidade da serra gaúcha, objetivando demonstrar como está sendo realizada a retenção de clientes nestas empresas. Para atingir o objetivo, realizou-se um estudo de caso múltiplo, descritivo, por meio de entrevistas baseadas em um questionário composto por roteiro de questões. Os dados obtidos a partir das entrevistas foram analisados de forma qualitativa. O estudo apresenta evidências relevantes a fim de que os gestores dos escritórios sejam capazes de identificar a importância da retenção de clientes para o sucesso da empresa, sendo a referida retenção positivamente influenciada pela confiança depositada no prestador de serviços. Universidade do Sul de Santa Catarina2013-12-20info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/191210.19177/reen.v6e3201350-78Revista Eletrônica de Estratégia & Negócios; v. 6 n. 3 (2013); 50-781984-33721984-3372reponame:Revista Eletrônica de Estratégia e Negóciosinstname:Universidade do Sul de SC (UNISUL)instacron:UNISULporhttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/1912/1377Eckert, AlexMilan, Gabriel SperandioMecca, Marlei SaleteNunes, Grazieli Portoinfo:eu-repo/semantics/openAccess2013-12-20T21:53:38Zoai:portaldeperiodicos.animaeducacao.com.br:article/1912Revistahttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeNPRIhttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/oaiterezinha.angeloni@unisul.br||ademar.unisul@gmail.com1984-33721984-3372opendoar:2022-11-08T11:08:25.760287Revista Eletrônica de Estratégia e Negócios - Universidade do Sul de SC (UNISUL)false |
dc.title.none.fl_str_mv |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha Fatores determinantes para a retenção de clientes em escritórios de contabilidade: um estudo multicaso realizado em uma cidade da Serra Gaúcha |
title |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha |
spellingShingle |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha Eckert, Alex Relationship Marketing Relationship with Customers Customer Retention Customer Loyalty Accounting Office. Marketing de Relacionamento Relacionamento com Clientes Retenção de Clientes Lealdade de Clientes Escritório de Contabilidade. |
title_short |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha |
title_full |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha |
title_fullStr |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha |
title_full_unstemmed |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha |
title_sort |
Determinants for customer retention in accounting offices: A multi case study conducted in a town from Serra Gaucha |
author |
Eckert, Alex |
author_facet |
Eckert, Alex Milan, Gabriel Sperandio Mecca, Marlei Salete Nunes, Grazieli Porto |
author_role |
author |
author2 |
Milan, Gabriel Sperandio Mecca, Marlei Salete Nunes, Grazieli Porto |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Eckert, Alex Milan, Gabriel Sperandio Mecca, Marlei Salete Nunes, Grazieli Porto |
dc.subject.por.fl_str_mv |
Relationship Marketing Relationship with Customers Customer Retention Customer Loyalty Accounting Office. Marketing de Relacionamento Relacionamento com Clientes Retenção de Clientes Lealdade de Clientes Escritório de Contabilidade. |
topic |
Relationship Marketing Relationship with Customers Customer Retention Customer Loyalty Accounting Office. Marketing de Relacionamento Relacionamento com Clientes Retenção de Clientes Lealdade de Clientes Escritório de Contabilidade. |
description |
With the growth of the economy, rivalry and competition for customers also growth. Companies should win over their customers and ensure their own stay in the market, creating links with these clients and making them feel involved. Hence, the present study is addressed to a sample of accounting firms located in a town from Serra Gaucha, aiming to identify and analyze what retention strategies are used by them. To achieve this goal, we performed a multiple case study, descriptive, through interviews based on a questionnaire that consists in a list of questions. The data obtained from the interviews were analyzed qualitatively. The study presents relevant evidence in order that the offices managers are enable to identify the importance of customer retention for the company's success, and the mentioned retention is positively influenced by trust in the service provider. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013-12-20 |
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://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/1912 10.19177/reen.v6e3201350-78 |
url |
https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/1912 |
identifier_str_mv |
10.19177/reen.v6e3201350-78 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/1912/1377 |
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 do Sul de Santa Catarina |
publisher.none.fl_str_mv |
Universidade do Sul de Santa Catarina |
dc.source.none.fl_str_mv |
Revista Eletrônica de Estratégia & Negócios; v. 6 n. 3 (2013); 50-78 1984-3372 1984-3372 reponame:Revista Eletrônica de Estratégia e Negócios instname:Universidade do Sul de SC (UNISUL) instacron:UNISUL |
instname_str |
Universidade do Sul de SC (UNISUL) |
instacron_str |
UNISUL |
institution |
UNISUL |
reponame_str |
Revista Eletrônica de Estratégia e Negócios |
collection |
Revista Eletrônica de Estratégia e Negócios |
repository.name.fl_str_mv |
Revista Eletrônica de Estratégia e Negócios - Universidade do Sul de SC (UNISUL) |
repository.mail.fl_str_mv |
terezinha.angeloni@unisul.br||ademar.unisul@gmail.com |
_version_ |
1800220657533845504 |