TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | THE IMPORTANCE OF MARKETING SERVICES IN THE POST-SALE SCENARIO: A CASE STUDY ON THE RIBEIRO TRANSPORT COMPANY | ||||||||||||
| Autor(es): |
GABRIEL HENRIQUE DE SOUSA RIBEIRO |
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| Colaborador(es): |
MARINA DE CASTRO FRID - Orientador |
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| Catalogação: | 06/JAN/2017 | 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=28624@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=28624@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.28624 | ||||||||||||
| Resumo: | |||||||||||||
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This study presents a contribution regarding after-sale marketing practices, and how important they are to form a loyal customer. In the first pages, we present how marketing services were originated, and then we discuss post-sale practices as well as customer loyalty. Then, definitions, strategies and service marketing benefits. A little further on, the importance of post-sale marketing services is presented, client expectations and satisfaction levels, customer perception, the influence of the post-sale practices in making a loyal customer, his/her concerns, as well as his/her reactions in the post-sale scenario. We will also present the most adequate practices in order to attain post-sale efficiency and its impact on loyalty, which is the main point in this paper. At last, the specific Ribeiro Transport Company case study.
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