SOUSA, L. A.; http://lattes.cnpq.br/6405352291390838; SOUSA, Luan de Almeida.
Resumen:
The relationship with customers today takes on a strategic level that can generate
sustainable competitive advantages for companies. Given the competitive
environment, mobile operators increasingly seek relationships with their customers,
sources of sustainable competitive advantage. In this sense, the central objective is
to evaluate the Relationship Marketing actions of the mobile phone operators, based
on the perception of UFCG campus students Sousa. The methodology presented
was inductive, descriptive, bibliographical, field and quali-quantitative, since 85
university students were enrolled in the Administration course. The dimensions of the
results were evaluated the services of mobile operators in two stages. The
Effectiveness of the Contract evidenced the regularity of effecting customer contracts
and in relation to the Services Provided by the mobile operators were considered five
dimensions: reputation, trust, costs in operator exchange, loyalty and evaluation of
services rendered. The main concern of organizations was in relation to customer
satisfaction: organizations should offer products and services that meet the
expectations of their consumers.