Development of a custom business platform for certified organic farmers
Surveillance, control and technology: a study of the supermarket sector in São Paulo
Blocklog - digital transformation for logistics using biometrics blockchain
Grant number: | 12/17438-6 |
Support Opportunities: | Regular Research Grants |
Duration: | December 01, 2012 - November 30, 2014 |
Field of knowledge: | Engineering - Production Engineering - Production Management |
Principal Investigator: | Mauro Sampaio |
Grantee: | Mauro Sampaio |
Host Institution: | Campus de São Bernardo do Campo. Centro Universitário da FEI (UNIFEI). Fundação Educacional Inaciana Padre Sabóia de Medeiros (FEI). São Bernardo do Campo , SP, Brazil |
Associated researchers: | Edmilson Alves de Moraes ; José Mauro da Costa Hernandez |
Abstract
Companies are always looking for new ways to maintain and/or increase their competitiveness and gain market share. One of the most important initiatives in recent years is the offering of logistics service levels that help customers to achieve their goals. The objective of this research is to demonstrate the impact of logistics service on customer satisfaction and, consequently, on their loyalty. Empirical evidence is provided on the relationship between operational and relational performance, satisfaction, affective commitment, purchasing behavior and loyalty of buyers from the Brazilian retail sector, and new variables that can be incorporated in the qualitative phase of the study. Finally will be verified the validity of the theoretical model developed for the Brazilian market retailers. Such a study will reveal not only the strategic importance of discipline and production operations management (POM) in the customer / supplier relationships, but also seek to extend the theory beyond the limits POM's internal organization, by enabling a more complete and complex view of the loyalty phenomenon. (AU)
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