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FORMOSO, Carlos; JOBIM, Margaret. Challenges in improving customer focus in small-sized house-building companies in Brazil. Journal Of Construction In Developing Countries, v. 11, n. 2, p. 77-10, semestral. 2006.
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Dados do autor na base InfoHab:
Número de Trabalhos: 6 (Nenhum com arquivo PDF disponível)
Citações: 13
Índice h: 2  
Co-autores: 26

Resumo

Some important changes in the business environment in several countries are forcing house-building companies to change their competitive strategies. This paper discusses a set of customer servicing practices, wich habe been adopted y small-zied house-building companies in Brazil that have been involved in quality management improvement programs, emphasizing customer satisfaction measurement. Such practices are referred to a model of the customer servicing process that integrates the main customer-interaction funcions from product inception to building operation. Based on multiple case studies and also on a literature review, the main difficulties faced byu this sector in terms of improving customer satisfaction are discussed and some iomprovement opportunities are pointed aut.

Abstract

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