A satisfação dos clientes de uma organização é diretamente proporcional à valorização efetiva de seus recuros humanos: as organizações perdem, primeiro, o foco em seu pessoal antes de perderem o foco em seus clientes

Gonçalves, Marilson Alves

doi:10.1590/s0034-75901995000100001

Cited by 1 publication

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“…Another important issue to create customer reliability os post-sales services, consumers can react in a negative way if after sales support is inefficient, it possibly will make customer think better before making a new purchase (ALMEIDA et al, 2017). When a company is consumer satisfaction focused it creates competitive advantages (GONÇALVES, 1995), companies need to satisfy its consumers, after all they provide sustainability when satisfied they maintain long-term relationships that results in competitiveness (GUARNIERI et al, 2006).…”

Section: Independent Journal Of Management and Production (Ijmandp)mentioning

confidence: 99%

Effect of logistical control in customer satisfaction in a company in the packing sector

Gomes¹,

Figueiredo

2019

Ind. Jour. Manag. & Prod.

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Logistics has become a strategic activity along the time not only a mere operational task in corporations, for that reason having a suitable management for logistics processes bring benefits all over the companies and impacts customer satisfaction. This paper was developed based on a case study performed in a packaging company located in the east area of the city of São Paulo, it was conducted in the period from April to September of 2017. An evaluation of logistical processes was performed based on non-participative observations and posteriorly with participative observations, with the diagnosis of main problems corrective actions were implemented as well as processes control. A training program was done to prepare the workers to accomplish with the new procedures, that made possible to stablish a comparison between past results and the ones achieved with new procedures and controls. It was also proposed and utilized the Net Promoter Score – NPS method to evaluate customer satisfaction that allowed to observe the results evolution achieved with the new procedures implemented.

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Section: Independent Journal Of Management and Production (Ijmandp)mentioning

confidence: 99%

Effect of logistical control in customer satisfaction in a company in the packing sector

Gomes¹,

Figueiredo

2019

Ind. Jour. Manag. & Prod.

View full text Add to dashboard Cite

show abstract

A satisfação dos clientes de uma organização é diretamente proporcional à valorização efetiva de seus recuros humanos: as organizações perdem, primeiro, o foco em seu pessoal antes de perderem o foco em seus clientes

Cited by 1 publication

References 0 publications

Effect of logistical control in customer satisfaction in a company in the packing sector

Effect of logistical control in customer satisfaction in a company in the packing sector

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