Estudo da insatisfação do consumidor nos serviços prestados por assistências técnicas autorizadas de automóveis

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DOI: https://doi.org/10.1590/S1415-65552006000200003
Keywords:
satisfaction, dissatisfaction, services, car dealers

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Sedinei José Nardelli Beber
Universidade Federal do Rio Grande do Sul
Carlos Alberto Vargas Rossi
Universidade de São Paulo

Abstract

This research consisted in carrying out an exploratory study about Consumer Dissatisfaction over customer technical assistance at authorized car dealers. The causes, level and of consequences of dissatisfaction were investigated. This study was carried out in the city of Porto Alegre. As pratical results, it shows the customers' profile; the relationship among the general level of dissatisfaction, the sample characteristics and the reactions to dissatisfaction; the relationship between the causes and the level of dissatisfaction; and the formation of dissatisfaction attributes magnitudes. Among the conclusions are the most important attributes to customer dissatisfaction, the viability of method used for dissatisfaction research and suggestions to managers to avoid their customers dissatisfaction.

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How to Cite
Beber, S. J. N., & Rossi, C. A. V. (1). Estudo da insatisfação do consumidor nos serviços prestados por assistências técnicas autorizadas de automóveis. Journal of Contemporary Administration, 10(2), 33-49. https://doi.org/10.1590/S1415-65552006000200003
Issue
Vol. 10 No. 2 (2006): Apr/Jun - 2006
Section
Articles

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Author Biographies

Sedinei José Nardelli Beber, Universidade Federal do Rio Grande do Sul

Doutorando no Programa de Pós-Graduação em Engenharia de Produção (PPGEP) da Universidade Federal do Rio Grande do Sul (UFRGS). Mestre em Administração pelo Programa de Pós-Graduação em Administração (PPGA) da UFRGS. Professor da Pontifícia Universidade Católica do Rio Grande do Sul (PUC-RS). Suas áreas de interesse em pesquisa são custos e estratégias marketing de preços

Carlos Alberto Vargas Rossi, Universidade de São Paulo

Doutor em Administração pela pela Faculdade de Economia, Administração e Contabilidade (FEA) da Universidade de São Paulo (USP). Professor da Escola de Administração (EA) da UFRGS. Suas áreas de interesse em pesquisa são comportamento do consumidor e estratégia empresarial