Um estudo dos processos de atendimento ao consumidor no comércio eletrônico de livros no varejo brasileiro
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Data
2001-09-04
Autores
Orientador(res)
Albertin, Alberto Luiz
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Resumo
The Electronic Commerce (EC) is already present in Brazilian retail of books. From this fact, the author studies and analyzes the impact of the EC in consumer services processes. In this study, the main characteristics, aspects and contributions of EC in these processes are analyzed. The author has made a case study of a company that, besides being present in the traditional commerce, has a great experience in the virtual environment. The presence of the company in ditTerent environments of commerce has given the possibility to analyze the impacts of the EC and to compare it with the traditional one. The author has also used the case study and the theoretical referential available to analyze the situation of the EC in the Brazilian retail of books, making . ble to reflect about the contributions 'of this commerce environment in the consumer services processes in Brazil.