Browsing ICEAC - Instituto de Ciências Econômicas, Administrativas e Contábeis by Subject "Quality of services"
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Falhas em serviços e serviços de recuperação o ponto de vista dos consumidores
(2001)The analysis of service failures and service recovery is beneficial to improve the quality of services of the organization. Using the critical incident technique, this study investigates incidents in automobile repair ... -
Percepções e respostas de consumidores frente ao potencial de insatisfação presente nas oficinas de automóveis
(2002)This article examines the consumer's perception on the potential of the services of workshops of automobiles of generating dissatisfaction and the behavior of the consumer front the dissatisfaction. It take into considertation ...