ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Latin American Journal of Business Management |
Texto Completo: | https://www.lajbm.com.br/index.php/journal/article/view/430 |
Resumo: | The relationship with the customer today is of fundamental importance in the business world, considering that to keep the ones that have already been conquered is cheaper for the company of the wants to conquer new ones. Given this, after-sales becomes an important tool that adds value to the companies and contributes to the preservation of customers, since it is a considerable marketing practice in customer retention. Therefore, the present work aims to evaluate the post-sale of a concessionaire located in the micro-region of Pau dos Ferros / RN, through a survey carried out with the consumers of said company. For this, a qualitative case study was developed, in which the results were obtained from a questionnaire contemplating four variables: relationship, service, service and satisfaction. We emphasize that thirty clients were surveyed for a week and then we analyzed the data obtained through the questionnaires. Through this study it was possible to identify that the relationship variable is not being explored by the company after sales department, since the responses were with negative tendencies. However, the concessionaire should make use of this tool, since it can be responsible for growth and a good performance of the company, thus ensuring its success. |
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ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RNANÁLISE DO SETOR DE PÓS-VENDA DE UMA CONCESSIONÁRIA: UM ESTUDO DE CASO EM PAU DOS FERROS/RNMarketing. Relationship. After-saleMarketing. Relacionamento. Pós-venda.The relationship with the customer today is of fundamental importance in the business world, considering that to keep the ones that have already been conquered is cheaper for the company of the wants to conquer new ones. Given this, after-sales becomes an important tool that adds value to the companies and contributes to the preservation of customers, since it is a considerable marketing practice in customer retention. Therefore, the present work aims to evaluate the post-sale of a concessionaire located in the micro-region of Pau dos Ferros / RN, through a survey carried out with the consumers of said company. For this, a qualitative case study was developed, in which the results were obtained from a questionnaire contemplating four variables: relationship, service, service and satisfaction. We emphasize that thirty clients were surveyed for a week and then we analyzed the data obtained through the questionnaires. Through this study it was possible to identify that the relationship variable is not being explored by the company after sales department, since the responses were with negative tendencies. However, the concessionaire should make use of this tool, since it can be responsible for growth and a good performance of the company, thus ensuring its success.O relacionamento com o cliente é fundamental, para o crescimento da empresa, no que se refere à sua credibilidade e rentabilidade. Assim, o pós-venda torna-se uma importante ferramenta que agrega valor junto às empresas e contribui para a preservação dos clientes, uma vez que é uma considerável prática de marketing na retenção de clientes. Sendo assim, o presente trabalho objetivou avaliar o pós-venda de uma concessionária localizada na microrregião de Pau dos Ferros/RN, por meio de uma pesquisa realizada junto aos consumidores da referida empresa. Para isso foi desenvolvido um estudo de caso com caráter qualitativo, em que os resultados foram obtidos a partir de um questionário contemplando quatro variáveis: relacionamento, atendimento, serviço e satisfação. Foram pesquisados trinta clientes, onde em seguida, foram analisados os dados obtidos por meio dos questionários. Através desse estudo foi possível identificar que a variável de relacionamento não está sendo explorada pelo departamento de pós-venda da empresa, visto que as respostas foram com tendências negativas. No entanto, a concessionária deveria fazer uso dessa ferramenta, tendo em vista que ela pode ser responsável pelo crescimento e um bom desempenho da empresa, garantindo assim, o seu sucesso.Latin American Journal of Business ManagementLatin American Journal of Business ManagementLatin American Journal of Business Management2018-03-25info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por paresapplication/pdfhttps://www.lajbm.com.br/index.php/journal/article/view/430Latin American Journal of Business Management; Vol. 8 No. 2 (2017)Latin American Journal of Business Management; Vol. 8 Núm. 2 (2017)Latin American Journal of Business Management; v. 8 n. 2 (2017)2178-4833reponame:Latin American Journal of Business Managementinstname:Universidade de Taubaté (UNITAU)instacron:UNITAUporhttps://www.lajbm.com.br/index.php/journal/article/view/430/207Copyright (c) 2018 Latin American Journal of Business Managementinfo:eu-repo/semantics/openAccessQueiroz, Valquiria Raquel deSilva, Ana Lice Duarte daMoura, Rodrigo Alves deBarros, Adriano David Monteiro de2018-03-27T02:15:48Zoai:ojs2.lajbm.com.br:article/430Revistahttps://www.lajbm.com.br/index.php/journal/indexhttp://www.lajbm.net/index.php/journal/oaimarcela.moraes@unitau.com.br||editor@lajbm.net2178-48332178-4833opendoar:2018-03-27T02:15:48Latin American Journal of Business Management - Universidade de Taubaté (UNITAU)false |
dc.title.none.fl_str_mv |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN ANÁLISE DO SETOR DE PÓS-VENDA DE UMA CONCESSIONÁRIA: UM ESTUDO DE CASO EM PAU DOS FERROS/RN |
title |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN |
spellingShingle |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN Queiroz, Valquiria Raquel de Marketing. Relationship. After-sale Marketing. Relacionamento. Pós-venda. |
title_short |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN |
title_full |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN |
title_fullStr |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN |
title_full_unstemmed |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN |
title_sort |
ANALYSIS OF THE POST-SALE SECTOR OF A CONCESSIONAIRE: A CASE STUDY IN PAU DOS FERROS / RN |
author |
Queiroz, Valquiria Raquel de |
author_facet |
Queiroz, Valquiria Raquel de Silva, Ana Lice Duarte da Moura, Rodrigo Alves de Barros, Adriano David Monteiro de |
author_role |
author |
author2 |
Silva, Ana Lice Duarte da Moura, Rodrigo Alves de Barros, Adriano David Monteiro de |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Queiroz, Valquiria Raquel de Silva, Ana Lice Duarte da Moura, Rodrigo Alves de Barros, Adriano David Monteiro de |
dc.subject.por.fl_str_mv |
Marketing. Relationship. After-sale Marketing. Relacionamento. Pós-venda. |
topic |
Marketing. Relationship. After-sale Marketing. Relacionamento. Pós-venda. |
description |
The relationship with the customer today is of fundamental importance in the business world, considering that to keep the ones that have already been conquered is cheaper for the company of the wants to conquer new ones. Given this, after-sales becomes an important tool that adds value to the companies and contributes to the preservation of customers, since it is a considerable marketing practice in customer retention. Therefore, the present work aims to evaluate the post-sale of a concessionaire located in the micro-region of Pau dos Ferros / RN, through a survey carried out with the consumers of said company. For this, a qualitative case study was developed, in which the results were obtained from a questionnaire contemplating four variables: relationship, service, service and satisfaction. We emphasize that thirty clients were surveyed for a week and then we analyzed the data obtained through the questionnaires. Through this study it was possible to identify that the relationship variable is not being explored by the company after sales department, since the responses were with negative tendencies. However, the concessionaire should make use of this tool, since it can be responsible for growth and a good performance of the company, thus ensuring its success. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-03-25 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Avaliado por pares |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.lajbm.com.br/index.php/journal/article/view/430 |
url |
https://www.lajbm.com.br/index.php/journal/article/view/430 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.lajbm.com.br/index.php/journal/article/view/430/207 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2018 Latin American Journal of Business Management info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2018 Latin American Journal of Business Management |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Latin American Journal of Business Management Latin American Journal of Business Management Latin American Journal of Business Management |
publisher.none.fl_str_mv |
Latin American Journal of Business Management Latin American Journal of Business Management Latin American Journal of Business Management |
dc.source.none.fl_str_mv |
Latin American Journal of Business Management; Vol. 8 No. 2 (2017) Latin American Journal of Business Management; Vol. 8 Núm. 2 (2017) Latin American Journal of Business Management; v. 8 n. 2 (2017) 2178-4833 reponame:Latin American Journal of Business Management instname:Universidade de Taubaté (UNITAU) instacron:UNITAU |
instname_str |
Universidade de Taubaté (UNITAU) |
instacron_str |
UNITAU |
institution |
UNITAU |
reponame_str |
Latin American Journal of Business Management |
collection |
Latin American Journal of Business Management |
repository.name.fl_str_mv |
Latin American Journal of Business Management - Universidade de Taubaté (UNITAU) |
repository.mail.fl_str_mv |
marcela.moraes@unitau.com.br||editor@lajbm.net |
_version_ |
1787715128532140032 |