Relações públicas/ouvidoria: gerenciamento de reclamações

• Autor(a) principal: Lima, Ananda Glace Carvalho [UNESP]
• Data de Publicação: 2012
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UNESP
• Texto Completo: http://hdl.handle.net/11449/155099; http://www.athena.biblioteca.unesp.br/exlibris/bd/capelo/2017-05-17/000878621.pdf
• topic: Relações publicas; Empresas - Serviço ao cliente; Administração de conflitos; Ouvidores

The present work is focused on managing complaints in the virtual environment, performed by channels Ombudsman and the Department of Communication, perspective on the concepts of Public Relations. Aims to report, reflect and discuss the importance of managing the process of building relationships with ciberpublics. Therefore used as a case study website Reclame Aqui to exemplify and verify the performance of companies in this context and consumer behavior. The work is divided into three chapters, in which the approach begins with the fundamentals of public relations and definitions of the public. Later approaches the Ombudsman and Quality Management, ending with checking the website Reclame Aqui and finally draws a parallel between the Ombudsman and the effectiveness of public relations as manager of complaints and harmonizing conflict