Gestão de satisfação e fidelidade do cliente: um estudo com turistas em hotéis

This Thesis deals with a study on customer satisfaction and loyalty focusing on a model of factors antecedents of customer satisfaction and loyalty. The model is based on a Satisfaction Index model adopted in Norway developed by Johnson et al.(2001) and the service quality drivers from the literatur...

Full description

Bibliographic Details
Main Author: Carlos, Francisco de Assis (author)
Format: masterThesis
Language:por
Published: 2014
Subjects:
Satisfação do consumidor
Fidelidade do cliente
Hotelaria Qualidade em serviço
Customer satisfaction
Customer fidelity
Service quality - Hotels
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
Online Access:https://repositorio.ufrn.br/jspui/handle/123456789/15076
Country:Brazil
Oai:oai:https://repositorio.ufrn.br:123456789/15076

Internet

https://repositorio.ufrn.br/jspui/handle/123456789/15076

Similar Items