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Análise da qualidade do serviço e satisfação dos clientes B2B no departamento comercial advantage da empresa Staples
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Abstract(s)
O presente relatório de estágio tem por objetivo fornecer uma visão geral das atividades realizadas ao longo do estágio no Departamento Comercial Advantage, na Staples Portugal. O estágio possibilitou a identificação de uma oportunidade de investigação relativamente à qualidade dos serviços e a satisfação dos clientes business to business (B2B), destacando a importância desses fatores que atualmente são muito relevantes e a Staples no momento está tendo uma fraqueza nesses atributos; pelo que é necessário acompanhar as novas tendências e responder às necessidades dos clientes. Depois de uma revisão da literatura, de uma breve apresentação da empresa acolhedora e do departamento onde foi feito o estágio curricular, da descrição das atividades que foram desenvolvidas ao longo dos três meses e em que medida contribuiu para o enriquecimento profissional e pessoal da autora do presente relatório, também é apresentado o método de investigação utilizado. Foram realizadas entrevistas aos funcionários do departamento comercial com o objetivo de conhecer as percepções dos fatores relevantes para o presente trabalho. Finalmente são apresentados os resultados e conclusão deste trabalho, assim como sugestões para futura investigação.
This curricular internship report aims to provide an overview of the activities carried out throughout the internship at the Advantage Sales Department at Staples Portugal. The internship enabled the identification of a research opportunity regarding service quality and business-to-business (B2B) customer satisfaction, highlighting the importance of these factors that are currently very relevant and Staples is currently having a weakness in these attributes; so it is necessary to keep up with new trends and respond to customer needs. After a review of the literature, a brief presentation of the host company and the department where the curriculum internship was done, a description of the activities that were developed during the three months and to what extent contributed to the professional and personal enrichment of the author In this report, the research method used is also presented. Interviews were conducted with employees of the commercial department in order to understand the perceptions of the factors relevant to the present study. Finally we present the results and conclusion of this work, as well as suggestions for future research.
This curricular internship report aims to provide an overview of the activities carried out throughout the internship at the Advantage Sales Department at Staples Portugal. The internship enabled the identification of a research opportunity regarding service quality and business-to-business (B2B) customer satisfaction, highlighting the importance of these factors that are currently very relevant and Staples is currently having a weakness in these attributes; so it is necessary to keep up with new trends and respond to customer needs. After a review of the literature, a brief presentation of the host company and the department where the curriculum internship was done, a description of the activities that were developed during the three months and to what extent contributed to the professional and personal enrichment of the author In this report, the research method used is also presented. Interviews were conducted with employees of the commercial department in order to understand the perceptions of the factors relevant to the present study. Finally we present the results and conclusion of this work, as well as suggestions for future research.
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Keywords
Mercado B2B Gestão comercial Qualidade do serviço Satisfação do Cliente