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REAd. Revista Eletrônica de Administração (Porto Alegre)

versão On-line ISSN 1413-2311

Resumo

NUNES, Juliana Damian; MONDO, Tiago Savi  e  COSTA, Jane Iara Pereira da. Warranties in services: from promise to recovery. REAd. Rev. eletrôn. adm. (Porto Alegre) [online]. 2011, vol.17, n.3, pp.687-715. ISSN 1413-2311.  https://doi.org/10.1590/S1413-23112011000300005.

The security service is a relatively unexplored subject in scientific publications, and much of what is available as knowledge generated from empirical scientific research is related to quality and customer satisfaction of services and not with the process of ensuring proper said. The objective of this research is to verify the importance attached by clients from the Florianópolis the guarantees offered by service organizations. The research is characterized as exploratory in nature and quantitative survey-type. The sample consisted of 400 consumers in the city, being the instrument of data collection a structured, undisguised. Descriptive statistics was used with the application of cross-tables with chi-quadrado.Os main results show the fact that many customers consider critical to ensure that your purchase of service as well as recognition of the importance of the company's position before a service failure. It concludes with the study that the security has a primary role in providing services and that consumers consider it a competitive edge.

Palavras-chave : Services; Marketing; Service Guarantees in services; Perception of consumers.

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