Kleber Fossati Figueiredo

DETERMINANTES DA SATISFAÇÃO DOS CLIENTES COM SERVIÇOS BANCÁRIOS

The objective of this paper is to present the results of a research that tried to investigate the role played by various aspects of retail banking service when it comes to customer satisfaction. The results of the research, which considered 1001 customers of banking services in the cities of Rio de Janeiro and Sao Paulo, showed that the service recovery practices adopted by the banks constitute the factor with the biggest influence on the customers general satisfaction. Other factors, like satisfaction with managers, with products and services on offer and with automated teller machines were also identified as important for banking customers, while satisfaction with telephone banking services and with service at the bank counter were not considered significant.

Improving manufacturers’ distribution performance and customer service in grocery products supply in Brazil: a longitudinal study

This article deals with the evolution of customer service practices in grocery products distribution in Brazil (1994‐2001), based on a longitudinal survey of grocery retailers. Data were collected on retailers’ expectations on four relevant dimensions of customer logistics service provided by manufacturers, as well as on their perceptions of logistics service performance of the typical supplier and the best supplier. The evolution of the gaps between retailers’ expectations and manufacturers’ perceived distribution performance was investigated, as well as a trend in terms of an increase or decrease in customer satisfaction with service provided by suppliers in such dimensions. Results indicate that retailers typically tend to be satisfied with the service provided by their suppliers. In addition, there may be an adjustment of distribution performance to expectations of retailers and to the provision, in some cases, of service above customer expectations.

Estratégias de recuperação de serviço no varejo e seu impacto na fidelização dos clientes

Difficulties in the prevential and recovery of failures in service operations have been credited to poor knowledge on their nature. Based on research with customers of goods retail operations in Brazil, the paper identifies perceived service failures, the recovery strategies employed by retailers to remedy them, and the impact of these strategies on resulting customer behavior. Using the critical incident technique, it was possible to identify 13 categories of failures and 11 recovery strategies used by operations. Results suggest that a good evaluation by customers of the recovery strategies adopted by retailers has a positive effect on customer retention.

Brazilian nursing professionals: leadership to generate positive attitudes and behaviours

PURPOSE This paper aims to identify the kind of work environment that should be offered by hospital leaders to their nursing staff in Brazil to generate job satisfaction, organizational commitment and organizational citizenship behaviour within their field of expertise. DESIGN/METHODOLOGY/APPROACH A survey was applied to 171 nurses and 274 nursing technicians who work at five private hospitals in Brazil. Both factor analysis and regression analysis were used to analyse the study model. FINDINGS The results indicate that to stimulate positive behaviours and attitudes among nursing staff, managers should mainly be concerned about establishing a clear and effective communication with their professionals to ensure role clarity, promote a good working environment and encourage relationships based on trust. RESEARCH LIMITATIONS/IMPLICATIONS The limitations of the study are absence of the researcher while the questionnaires were filled out and the fact that the sample comprised respondents who made themselves available to participate in the research. PRACTICAL IMPLICATIONS This study contributes to elucidate the factors that can promote a good internal climate for nursing staff, assisting hospital leaders to face the huge managerial challenges of managing, retaining and advancing these professionals. ORIGINALITY/VALUE The findings contribute to the body of knowledge in leadership among nursing professionals in developing countries. Hospital leaders in Brazil should encourage trusting relationships with nursing professionals through clear, effective and respectful communications, besides investing in team development and promoting a good working environment.

TECNOLOGIAS DE AUTOATENDIMENTO: SATISFAÇÃO E COMPORTAMENTO FUTURO DO USUÁRIO

This study aimed to identify the determining factors of satisfaction and dissatisfaction among consumers who use self-service technology, and to relate satisfaction to future consumer behavior in regard to complaints, word-of-mouth, subsequent use of the service and attribution of the results

Determinantes de la satisfacción de los clientes con servicios bancarios

The objective of this paper is to present the results of a research that tried to investigate the role played by various aspects of retail banking service when it comes to customer satisfaction. The results of the research, which considered 1001 customers of banking services in the cities of Rio de Janeiro and Sao Paulo, showed that the service recovery practices adopted by the banks constitute the factor with the biggest influence on the customers general satisfaction. Other factors, like satisfaction with managers, with products and services on offer and with automated teller machines were also identified as important for banking customers, while satisfaction with telephone banking services and with service at the bank counter were not considered significant.

The determinants of customer satisfaction with banking services

The objective of this paper is to present the results of a research that tried to investigate the role played by various aspects of retail banking service when it comes to customer satisfaction. The results of the research, which considered 1001 customers of banking services in the cities of Rio de Janeiro and Sao Paulo, showed that the service recovery practices adopted by the banks constitute the factor with the biggest influence on the customers general satisfaction. Other factors, like satisfaction with managers, with products and services on offer and with automated teller machines were also identified as important for banking customers, while satisfaction with telephone banking services and with service at the bank counter were not considered significant.