TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | CUSTOMER SATISFACTION AND ITS IMPACT IN THE WORD OF MOUTH: A STUDY IN THE MOBILE PHONE INDUSTRY | ||||||||||||
| Autor(es): |
LUIZ EDUARDO FERREIRA COLIN |
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| Colaborador(es): |
LUIS FERNANDO HOR MEYLL ALVARES - Orientador |
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| Catalogação: | 02/FEV/2009 | Língua(s): | PORTUGUESE - BRAZIL |
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| Tipo: | TEXT | Subtipo: | SENIOR PROJECT | ||||||||||
| Notas: |
[pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio. [en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio. |
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| Referência(s): |
[pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=13016@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=13016@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.13016 | ||||||||||||
| Resumo: | |||||||||||||
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This end of course paper discuss a theme addressed by few
people in
Brazil, the relation between customer satisfaction and word
of mouth, more
specifically in the mobile phone services industry. With a
low scale quantitative
research based in the model of ACSI (American Customer
Satisfaction Index) it
was possible the find the given satisfaction value for each
respondent and relate
it with the subsequent WOM. The findings where near to the
results showed in
the article that this dissertation is based, creating a U
shaped curve between the
satisfaction and WOM.
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