Percepções e respostas de consumidores frente ao potencial de insatisfação presente nas oficinas de automóveis

Abstract

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 the following aspects: behavior of complaint, communication of the problem, strategy of recovery of the companies, service mix. The results indicate that the consumers are unsatisfied with the services and they try to pass that feeling for other people and organizations.