TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | HOW EMPLOYEE BEHAVIOR AFFECTS CUSTOMER SATISFACTION | ||||||||||||
| Autor(es): |
LUIZA MARIA CARDOSO DESMARAIS MACHADO |
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| Colaborador(es): |
FLAVIA DE SOUZA COSTA NEVES CAVAZOTTE - Orientador |
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| Catalogação: | 17/OUT/2016 | 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=27672@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=27672@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.27672 | ||||||||||||
| Resumo: | |||||||||||||
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This Monograph brings conducting a case study on how employee behavior affects customer satisfaction in a tourism market. This study aims to investigate the behavior of Deci Tour s employees through the impact that this behavior cause on the customer s satisfaction.For this analysis, interviews with some customers of the company took place. Among them, there are customers who follow the company since its inception, more than 15 years, clients have travelled a few times, customers who only travelled once, and customers who have recently travelled. In the methodology research the way that was made the selection of interviewees and the interviews will be specified. Analysis of the results were presented.
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