Logo PUC-Rio Logo Maxwell
TRABALHOS DE FIM DE CURSO @PUC-Rio
Consulta aos Conteúdos
Título: OPPORTUNISTIC CONSUMER BEHAVIOR
Autor(es): LARISSA SEIXAS DE MARTINO
Colaborador(es): MARCUS WILCOX HEMAIS - Orientador
Catalogação: 28/MAR/2016 Língua(s): PORTUGUESE - BRAZIL
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.
Referência(s): [pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=26048@1
[en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=26048@2
DOI: https://doi.org/10.17771/PUCRio.acad.26048
Resumo:
The overall objective of this study was to understand the behavior of consumers who make false complaints. After a buying process, the consumer may be dissatisfied and a possible consequence is the complaint. If this claim is for a true reason, the consumer is in his right to complaints. However, the complaints may have another reason and the consumer can be an opportunist in search of some benefit. Understand what this consumer is searching is the central question of this research. Two exploratory research were conducted, one with consumers and the other with employees of Procon and Reclame.Aqui. The main reasons identified that lead a consumer to make a false complaint were: a scenario could favor the claim , the size of the company or the prestigious image in the market , the Brazilian culture to be malandro ; the first contact with the company being bad ; having financial loss to the consumer; disregard of companies with consumers , the false complaint already being considered a normal activity ; the lie be considered valid, since checking if the complaints is true is the company s responsibility, and poor communication and a bad company promotion generates adequate contexts for this type of complaint.
Descrição: Arquivo:   
COMPLETE PDF