文章基本信息

标题：ANÁLISE DOS IMPACTOS DO TRATAMENTO DE RECLAMAÇÕES SOBRE A SATISFAÇÃO E LEALDADE DE CLIENTES: ESTUDO EM UMA EMPRESA DO SETOR DA SAÚDE
作者：Campos, Raphael Mendes ; Mesquita, José Marcos Carvalho de ; Martins, Henrique Cordeiro 等
期刊名称：Gestão e Planejamento
印刷版ISSN：1516-9103
电子版ISSN：2178-8030
出版年度：2015
卷号：16
期号：2
语种：Portuguese
出版社：Universidade Salvador (UNIFACS)
摘要：This study aimed to verify the impact of complaint management on customer satisfaction. We analyzed two groups of customers, 405 respondents in total, one of whom received a complaint handling more structured. It was also verified the behavior of each construct (Procedural Justice, Complaint Management, Satisfaction and Loyalty) about each group. The results indicate that the perception of procedural justice directly impacts Complaint Management, which in turn also impacts the Customer Satisfaction and Customer Satisfaction impacts Customer Loyalty. We also conclude that the group of customers who received an adequate treatment of complaints had more positive results.
关键词：Procedural Justice;Complaint Management;Service Recovery;Satisfaction;Loyalty;Recuperación de servicios; Gestión de reclamaciones;Justicia;Satisfacción;Lealtad;Recuperação de serviços;Gerenciamento de reclamações;Justiça;Satisfação;Lealdade