TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | RESOLUTION OF COMPLAINTS CONSUMER ORGANIZATIONAL PROCESS IN A TECHNOLOGY SOLUTIONS PROVIDER COMPANY FOR HEATH AREA: (DIS)SATISFACTION IN B2B MARKET | ||||||||||||
| Autor(es): |
ANA BEATRIZ REZENDE PERES OSORIO |
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| Colaborador(es): |
MARCUS WILCOX HEMAIS - Orientador |
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| Catalogação: | 03/SET/2015 | 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=25166@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=25166@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.25166 | ||||||||||||
| Resumo: | |||||||||||||
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The research focuses on the satisfaction and dissatisfaction against the consumption experience. The behavior of the final consumer market and the business market behavior are analyzed, besides the differences between both. A case study on the process of complaint resolution is done in the company Medical Solutions (MS) through in-depth interviews with ten employees of departments or related fields with the theme. The research findings allow to conclude that the opinions of respondents converge rather than diverge. The results can be interpreted as a sign of synergy between employees of MS in relation to the resolution of organizational customers complaints process of the company.
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