QUALITY IN CUSTOMER SERVICE AS A COMPETITIVE ADVANTAGE: A CASE STUDY IN A DEPARTMENT STORE IN POUSO ALEGRE, MG, BRAZIL

Authors

DOI:

https://doi.org/10.5212/Rev.Conexao.v.16.14364.021

Abstract

Considering the current competitive scenario in which several Brazilian companies are inserted, seeking advantages that can keep them in the national market is fundamental. This study, which was developed as an extension project, aimed at showing the strategy used by a large company in the sector of commercial furniture and household appliances, located in Pouso Alegre, MG, Brazil, to stand out from the competition. Data was collected using a questionnaire with open questions which were answered by the company’s managers. In order to explain the commercial success of the company, its managers mentioned some key issues, such as good customer service and procedures that make it easy to buy and pay for products. These are some advantages that other direct competitors do not offer to their clients. This study also enabled the understanding of problems faced by the logistics sector in a small city located in southern Minas Gerais state, Brazil.

Author Biographies

Fernando de Souza Andrade, Universidade do Vale do Sapucaí - UNIVÁS

Aluno de Graduação da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil.

Joel Pedro Martiniano Dias, Universidade do Vale do Sapucaí - UNIVÁS

Aluno de Graduação da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil.

Mayara Catarina Resende, Universidade do Vale do Sapucaí - UNIVÁS

Aluna de Graduação da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil.

Maria Mariana Costa e Couto, Universidade do Vale do Sapucaí - UNIVÁS

Aluna de Graduação da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil.

Vanessa de Fátima Silva, Universidade do Vale do Sapucaí - UNIVÁS

Aluna de Graduação da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil.

William Luiz Gomes Custódio, Universidade do Vale do Sapucaí - UNIVÁS

Aluno de Graduação da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil.

Nelson Lambert de Andrade, Universidade do Vale do Sapucaí - UNIVÁS

Professor da Universidade do Vale do Sapucaí (UNIVÁS), Pouso Alegre - MG, Brasil. Doutorado em Educação.

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Published

2020-01-16

Issue

Vol. 16 No. 1 (2020): Publicação Contínua

Section

ARTIGOS

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