Qualidade do serviço ao cliente no Quénia
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Home > Business and Economics > Business and Management > Management and management techniques > Business process / operations management > Qualidade do serviço ao cliente no Quénia: Aspectos e contributos
Qualidade do serviço ao cliente no Quénia: Aspectos e contributos

Qualidade do serviço ao cliente no Quénia: Aspectos e contributos


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About the Book

O serviço ao cliente é precário na dinâmica do mercado em todo o mundo. O autor faz uma análise profunda dos principais factores que influenciam o serviço ao cliente, utilizando uma cadeia de supermercados sediada no Quénia chamada Nakumatt. O autor destaca os principais aspectos do serviço ao cliente, tais como as tendências actuais no ambiente global, a concorrência crescente entre os prestadores de serviços, as mudanças tecnológicas no ambiente de marketing internacional, a necessidade de profissionalismo na prestação de serviços, a gestão da relação com o cliente, as expectativas dos clientes e o preço versus a qualidade das ofertas de mercado. É inevitável que as empresas sejam confrontadas com um ambiente de marketing em rápida mutação. As empresas fazem esforços para se adaptarem a algumas mudanças de controlo no ambiente macroeconómico que têm implicações para o marketing. Em particular, as expectativas dos clientes estão a aumentar em relação ao conhecimento de marketing, à rapidez de resposta, à amplitude e profundidade da comunicação, à personalização da informação e às ofertas de produtos/serviços. Este estudo concluiu que a pedra angular da estratégia de marketing da Nakumatt é o acompanhamento das reclamações e a implementação de normas de serviço baseadas nos requisitos e expectativas dos clientes.


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Product Details
  • ISBN-13: 9786208713232
  • Publisher: Edicoes Nosso Conhecimento
  • Publisher Imprint: Edicoes Nosso Conhecimento
  • Height: 229 mm
  • No of Pages: 64
  • Returnable: N
  • Sub Title: Aspectos e contributos
  • Width: 152 mm
  • ISBN-10: 6208713234
  • Publisher Date: 06 Mar 2025
  • Binding: Paperback
  • Language: Portuguese
  • Returnable: N
  • Spine Width: 4 mm
  • Weight: 150 gr


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