Análise da experiência com o serviço e o comportamento de recomendação: um estudo com consumidores de bares e restaurantes da cidade de Campina Grande – PB.

Abstract

With the growth and competitiveness in the service sector , companies need to develop efforts to provide the best possible experience to their customers . Only satisfy them is not enough to promote the growth of enterprises . You need to know if your experience with the service is satisfactory to the extent the customer recommend the service and attract new customers for the organization . Thus , this study aims to assess the experience with the service and the behavior of recommendation in the opinion of consumers of bars and restaurant Campina Grande - PB . The method used was exploratory and descriptive . The research was conducted with a non-probability convenience sampling , yielding 171 respondents . To collect data, the electronic questionnaire was used . As a result of evaluating the quality of food and service offered by the bars and restaurants of Campina Grande , there is evidence that the consumer experience with the service is satisfactory to point them disseminate positive reviews , recommendations promote and encourage friends and family to attend your preferred company.