Imagem corporativa e satisfação do cliente das companhias aéreas brasileiras
Carregando...
Arquivos
Data
2005-11-24
Orientador(res)
Métricas
Título da Revista
ISSN da Revista
Título de Volume
Resumo
The customer orientation is not a recent philosophy in Marketing. However, some economic sectors are not sensitive to such trends, mainly in Brazil. Nowadays, the quality-marketing integration has become concrete in CSM - Customer Satisfaction Measurement models, scarcely used in Brazil. The purpose of this research is to analyse the customer service in Brazilian airlines, aiming to enhance the corporate image and the passengers loyalty.