A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio

Detalhes bibliográficos
Ano de defesa: 2013
Autor(a) principal: Gomes, Pedro Rivas Franco Lima
Orientador(a): Ayrosa, Eduardo André Teixeira
Banca de defesa: Não Informado pela instituição
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Não Informado pela instituição
Programa de Pós-Graduação: Não Informado pela instituição
Departamento: Não Informado pela instituição
País: Não Informado pela instituição
Link de acesso: http://hdl.handle.net/10438/10895
Resumo: The objective of this research project is to identify and analyse the way in which the company Fiat have collectively constructed a concept of consumer satisfaction by using the website Fiatmio.cc, a virtual space in which the internet users were invited to give suggestions for the creation of a prototype car of the future. The contents of the transcriptions from 16 specialist videos exhibited on the website, and 98 commentaries about the discussions raised by Fiat posted by the users, were analysed. The study highlights and compares the principle concepts present in the messages divulged by the company and the comments of its users, identifies the way in which this discursive interaction occured and analyses the way in which the company built its ‘positioning’ in this project and its notion of customer satisfaction.
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spelling Gomes, Pedro Rivas Franco LimaEscolas::EBAPEBarros, Denise FrancaMatosso, Cecília QueirosAyrosa, Eduardo André Teixeira2013-06-07T11:34:21Z2013-06-07T11:34:21Z2013-01-29GOMES, Pedro Rivas Franco Lima. A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2013.http://hdl.handle.net/10438/10895The objective of this research project is to identify and analyse the way in which the company Fiat have collectively constructed a concept of consumer satisfaction by using the website Fiatmio.cc, a virtual space in which the internet users were invited to give suggestions for the creation of a prototype car of the future. The contents of the transcriptions from 16 specialist videos exhibited on the website, and 98 commentaries about the discussions raised by Fiat posted by the users, were analysed. The study highlights and compares the principle concepts present in the messages divulged by the company and the comments of its users, identifies the way in which this discursive interaction occured and analyses the way in which the company built its ‘positioning’ in this project and its notion of customer satisfaction.Esta pesquisa teve como objetivo identificar e analisar a forma como a Fiat construiu compartilhadamente uma noção de satisfação com os seus consumidores através do site Fiatmio.cc, um ambiente virtual em que usuários da internet foram convidados a dar sugestões para criação de um carro protótipo do futuro. Foram analisados os conteúdos das transcrições de 16 vídeos de especialistas, exibidos no site, e de 98 comentários postados por usuários, a respeito de discussões levantadas pela Fiat. 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dc.title.por.fl_str_mv A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
title A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
spellingShingle A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
Gomes, Pedro Rivas Franco Lima
Administração de empresas
Fiat Automóveis
Satisfação do consumidor
Planejamento estratégico
title_short A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
title_full A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
title_fullStr A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
title_full_unstemmed A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
title_sort A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio
author Gomes, Pedro Rivas Franco Lima
author_facet Gomes, Pedro Rivas Franco Lima
author_role author
dc.contributor.unidadefgv.por.fl_str_mv Escolas::EBAPE
dc.contributor.member.none.fl_str_mv Barros, Denise Franca
Matosso, Cecília Queiros
dc.contributor.author.fl_str_mv Gomes, Pedro Rivas Franco Lima
dc.contributor.advisor1.fl_str_mv Ayrosa, Eduardo André Teixeira
contributor_str_mv Ayrosa, Eduardo André Teixeira
dc.subject.area.por.fl_str_mv Administração de empresas
topic Administração de empresas
Fiat Automóveis
Satisfação do consumidor
Planejamento estratégico
dc.subject.bibliodata.por.fl_str_mv Fiat Automóveis
Satisfação do consumidor
Planejamento estratégico
description The objective of this research project is to identify and analyse the way in which the company Fiat have collectively constructed a concept of consumer satisfaction by using the website Fiatmio.cc, a virtual space in which the internet users were invited to give suggestions for the creation of a prototype car of the future. The contents of the transcriptions from 16 specialist videos exhibited on the website, and 98 commentaries about the discussions raised by Fiat posted by the users, were analysed. The study highlights and compares the principle concepts present in the messages divulged by the company and the comments of its users, identifies the way in which this discursive interaction occured and analyses the way in which the company built its ‘positioning’ in this project and its notion of customer satisfaction.
publishDate 2013
dc.date.accessioned.fl_str_mv 2013-06-07T11:34:21Z
dc.date.available.fl_str_mv 2013-06-07T11:34:21Z
dc.date.issued.fl_str_mv 2013-01-29
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.citation.fl_str_mv GOMES, Pedro Rivas Franco Lima. A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2013.
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10438/10895
identifier_str_mv GOMES, Pedro Rivas Franco Lima. A construção compartilhada da satisfação: um estudo de caso sobre o Fiat Mio. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2013.
url http://hdl.handle.net/10438/10895
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dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.source.none.fl_str_mv reponame:Repositório Institucional do FGV (FGV Repositório Digital)
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