Satisfação do Consumidor: Percorrendo Diferentes Perspectivas Teóricas Outros Idiomas

ID:
37901
Periódico:
Resumo:
Embora amplamente exploradonas pesquisas científicas voltadas para o estudo do comportamento do consumidor, o constructo satisfação ainda carece de consolidação teórica, considerando que diferentes autores tendem a se basear em perspectivas bastante distintas para operacionalizá-lo em suas pesquisas. Por isso, este trabalho teve como objetivo mapear as diferentes perspectivas teóricas que são adotadas no estudo da satisfação do consumidor. Depois de concluir a revisão teórica proposta, constatou-se a existência de cinco paradigmas: desconfirmação das expectativas, desempenho percebido, ausência de arrependimento, equidade percebida na comparação social e emoções despertadas durante e após o consumo. Cabe acrescentar que tais perspectivas não são mutuamente excludentes e, por isso, devem ser utilizadas de maneira complementar nas pesquisas sobre o tema. A principal contribuição deste estudo reside na ampliação da discussão voltada ao constructo satisfação do consumidor, apresentando uma abordagem holística sob a ótica do Marketing para sua operacionalização.
Citação ABNT:
CERIBELI, H. B.Satisfação do Consumidor: Percorrendo Diferentes Perspectivas Teóricas . Reuna, v. 20, n. 2, p. 5-22, 2015.
Citação APA:
Ceribeli, H. B.(2015). Satisfação do Consumidor: Percorrendo Diferentes Perspectivas Teóricas . Reuna, 20(2), 5-22.
Link Permanente:
http://www.spell.org.br/documentos/ver/37901/satisfacao-do-consumidor--percorrendo-diferentes-perspectivas-teoricas--/i/pt-br
Tipo de documento:
Artigo
Idioma:
Português
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