O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores
| Ano de defesa: | 2011 |
|---|---|
| Autor(a) principal: | |
| Orientador(a): |
Lopes, Evandro Luiz
 |
| Banca de defesa: |
Veloso, Andres Rodrigues
, |
| Tipo de documento: | Dissertação |
| Tipo de acesso: | Acesso aberto |
| Idioma: | por |
| Instituição de defesa: |
Universidade Nove de Julho
|
| Programa de Pós-Graduação: |
Programa de P??s-Gradua????o em Administra????o
|
| Departamento: |
Administra????o
|
| País: |
BR
|
| Palavras-chave em Português: | |
| Palavras-chave em Inglês: | |
| Área do conhecimento CNPq: | |
| Link de acesso: | http://bibliotecatede.uninove.br/tede/handle/tede/662 |
Resumo: | The retail sector has an important role in the national economic composition. According to the Brazilian Institute of Geography and Statistics (IBGE), in 2008 the sector moved R $ 576 billion in net revenue, representing 39.6% of all revenue generated by the commercial sector. This substantial performance by retailers is directly related to service delivery and to the maintenance of relationships with customers as a tool for differentiation and business continuity. The scale of many retail operations creates a need for failure recovery plans, intended to recover and maintain consumer loyalty. Given that consumers view the resolutions of their claims in different ways and form judgments of these resolutions that influence the continuity of their relationships with retailers, this research proposes to study the process of failure recovery in retail and the influence of justice in the history of consumer loyalty. The study collected information from consumers who have been through a real process of failure recovery, to construct a theoretical model that was then analyzed through structural equation modeling and through the technique of partial least squares (PLS). The theoretical framework that was used encompassed relationship marketing and recognized antecedents of consumer loyalty. The results demonstrated understanding on the part of consumers in their judgments of the results of the failure recovery process and, primarily, a positive influence in their assessment of their satisfaction as an important aspect for building loyalty to the supplier |
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Lopes, Evandro LuizCPF:10294482806http://lattes.cnpq.br/0631574435962669Veloso, Andres RodriguesSilva, Dirceu daCPF:87300176887http://lattes.cnpq.br/9583759917108842CPF:09966115846Silva, Marcos Antonio da2015-04-08T15:35:03Z2011-12-082011-09-22SILVA, Marcos Antonio da. The process of recovery of imperfections in the retail and the influence of justice in the antecedents of the loyalty of the consumers. 2011. 174 f. Disserta????o (Mestrado em Administra????o) - Universidade Nove de Julho, S??o Paulo, 2011.http://bibliotecatede.uninove.br/tede/handle/tede/662The retail sector has an important role in the national economic composition. According to the Brazilian Institute of Geography and Statistics (IBGE), in 2008 the sector moved R $ 576 billion in net revenue, representing 39.6% of all revenue generated by the commercial sector. This substantial performance by retailers is directly related to service delivery and to the maintenance of relationships with customers as a tool for differentiation and business continuity. The scale of many retail operations creates a need for failure recovery plans, intended to recover and maintain consumer loyalty. Given that consumers view the resolutions of their claims in different ways and form judgments of these resolutions that influence the continuity of their relationships with retailers, this research proposes to study the process of failure recovery in retail and the influence of justice in the history of consumer loyalty. The study collected information from consumers who have been through a real process of failure recovery, to construct a theoretical model that was then analyzed through structural equation modeling and through the technique of partial least squares (PLS). The theoretical framework that was used encompassed relationship marketing and recognized antecedents of consumer loyalty. The results demonstrated understanding on the part of consumers in their judgments of the results of the failure recovery process and, primarily, a positive influence in their assessment of their satisfaction as an important aspect for building loyalty to the supplierO setor de varejo possui importante participa????o na composi????o econ??mica nacional. Segundo o IBGE, em 2008, o setor movimentou R$ 576 bilh??es em receita l??quida, representando 39,6% de toda a receita gerada pelo setor comercial. Este amplo desempenho dos varejistas est?? diretamente relacionado ?? presta????o de servi??os e ?? manuten????o das rela????es com os seus consumidores como ferramenta de diferencia????o e continuidade dos neg??cios. A amplitude das opera????es do varejo proporciona situa????es necess??rias de recupera????o de falhas, com a inten????o de recuperar e manter os consumidores leais ao fornecedor. Considerando que os consumidores entendem a solu????o das suas reclama????es de formas diferentes e diante desta solu????o realizam julgamentos que influenciam na continuidade da sua rela????o com o varejista, a presente pesquisa prop??e estudar o processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores. O estudo coletou informa????es dos consumidores que passaram por um processo real de recupera????o de falhas, para a constru????o de um modelo te??rico que foi analisado por meio da modelagem de equa????es estruturais e pela t??cnica de m??nimos quadrados parciais (PLS). O arcabou??o te??rico utilizado englobou o marketing de relacionamento e reconhecidos antecedentes da lealdade dos consumidores. Os resultados demonstraram o entendimento dos consumidores sobre o julgamento dos resultados recebidos ap??s o processo de recupera????o da falha e, principalmente, a influ??ncia positiva dessa avalia????o em sua satisfa????o como importante aspecto para a constru????o da sua lealdade ao fornecedorMade available in DSpace on 2015-04-08T15:35:03Z (GMT). No. of bitstreams: 1 B_Marcos Antonio da Silva.pdf: 1244813 bytes, checksum: 09f82ae2e8103303c24dff71ebd9fbfd (MD5) Previous issue date: 2011-09-22application/pdfporUniversidade Nove de JulhoPrograma de P??s-Gradua????o em Administra????oUninoveBRAdministra????oMarketing de relacionamentoRecupera????o de falhasJusti??aLealdadeVarejoRelationship MarketingFailure RecoveryJusticeLoyaltyRetailCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOO processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidoresThe process of recovery of imperfections in the retail and the influence of justice in the antecedents of the loyalty of the consumersinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis8024035432632778221600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALB_Marcos Antonio da Silva.pdfapplication/pdf1244813http://localhost:8080/tede/bitstream/tede/662/1/B_Marcos+Antonio+da+Silva.pdf09f82ae2e8103303c24dff71ebd9fbfdMD51tede/6622015-07-08 12:01:25.064oai:localhost:tede/662Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2015-07-08T15:01:25Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
| dc.title.por.fl_str_mv |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| dc.title.alternative.eng.fl_str_mv |
The process of recovery of imperfections in the retail and the influence of justice in the antecedents of the loyalty of the consumers |
| title |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| spellingShingle |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores Silva, Marcos Antonio da Marketing de relacionamento Recupera????o de falhas Justi??a Lealdade Varejo Relationship Marketing Failure Recovery Justice Loyalty Retail CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
| title_short |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| title_full |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| title_fullStr |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| title_full_unstemmed |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| title_sort |
O processo de recupera????o de falhas no varejo e a influ??ncia da justi??a nos antecedentes da lealdade dos consumidores |
| author |
Silva, Marcos Antonio da |
| author_facet |
Silva, Marcos Antonio da |
| author_role |
author |
| dc.contributor.advisor1.fl_str_mv |
Lopes, Evandro Luiz |
| dc.contributor.advisor1ID.fl_str_mv |
CPF:10294482806 |
| dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/0631574435962669 |
| dc.contributor.referee1.fl_str_mv |
Veloso, Andres Rodrigues |
| dc.contributor.referee2.fl_str_mv |
Silva, Dirceu da |
| dc.contributor.referee2ID.fl_str_mv |
CPF:87300176887 |
| dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/9583759917108842 |
| dc.contributor.authorID.fl_str_mv |
CPF:09966115846 |
| dc.contributor.author.fl_str_mv |
Silva, Marcos Antonio da |
| contributor_str_mv |
Lopes, Evandro Luiz Veloso, Andres Rodrigues Silva, Dirceu da |
| dc.subject.por.fl_str_mv |
Marketing de relacionamento Recupera????o de falhas Justi??a Lealdade Varejo |
| topic |
Marketing de relacionamento Recupera????o de falhas Justi??a Lealdade Varejo Relationship Marketing Failure Recovery Justice Loyalty Retail CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
| dc.subject.eng.fl_str_mv |
Relationship Marketing Failure Recovery Justice Loyalty Retail |
| dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
| description |
The retail sector has an important role in the national economic composition. According to the Brazilian Institute of Geography and Statistics (IBGE), in 2008 the sector moved R $ 576 billion in net revenue, representing 39.6% of all revenue generated by the commercial sector. This substantial performance by retailers is directly related to service delivery and to the maintenance of relationships with customers as a tool for differentiation and business continuity. The scale of many retail operations creates a need for failure recovery plans, intended to recover and maintain consumer loyalty. Given that consumers view the resolutions of their claims in different ways and form judgments of these resolutions that influence the continuity of their relationships with retailers, this research proposes to study the process of failure recovery in retail and the influence of justice in the history of consumer loyalty. The study collected information from consumers who have been through a real process of failure recovery, to construct a theoretical model that was then analyzed through structural equation modeling and through the technique of partial least squares (PLS). The theoretical framework that was used encompassed relationship marketing and recognized antecedents of consumer loyalty. The results demonstrated understanding on the part of consumers in their judgments of the results of the failure recovery process and, primarily, a positive influence in their assessment of their satisfaction as an important aspect for building loyalty to the supplier |
| publishDate |
2011 |
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2011-12-08 |
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2011-09-22 |
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2015-04-08T15:35:03Z |
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info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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masterThesis |
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publishedVersion |
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SILVA, Marcos Antonio da. The process of recovery of imperfections in the retail and the influence of justice in the antecedents of the loyalty of the consumers. 2011. 174 f. Disserta????o (Mestrado em Administra????o) - Universidade Nove de Julho, S??o Paulo, 2011. |
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http://bibliotecatede.uninove.br/tede/handle/tede/662 |
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SILVA, Marcos Antonio da. The process of recovery of imperfections in the retail and the influence of justice in the antecedents of the loyalty of the consumers. 2011. 174 f. Disserta????o (Mestrado em Administra????o) - Universidade Nove de Julho, S??o Paulo, 2011. |
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