TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | THE BEHAVIOR OF THE UNSATISFIED CONSUMER: NECESSARY ATTRIBUTES SO THAT THE COMPANIES OF MOBILE TELEPHONY CONQUER A LOST CUSTOMER AGAIN | ||||||||||||
| Autor(es): |
CLAUDIA ALVES SILVA SANTOS |
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| Colaborador(es): |
DANIEL KAMLOT - Orientador |
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| Catalogação: | 29/JUN/2012 | 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=19766@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=19766@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.19766 | ||||||||||||
| Resumo: | |||||||||||||
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This study has as objective to analyze the behavior of the unsatisfied consumer with the services or products offered by the companies of mobile telephony and to identify what the operators must make to conquer a lost customer.
The work is complemented with the development of a field research, based on a questionnaire. The collected data had served to identify the complained operators of cellular telephony, to understand the attributes in based on the opinion of the customers of the operators of cellular and to analyze that type of attitude the consumer assumes when feels unsatisfied with the service or product offered by the companies of cellular telephony.
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