INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY
This research analyzes the informational flow of the Customer Service Channels of the Brazilian Post Office and Telegraph Company, Regional Board of Directors of Paraíba, under the perspective of information management, questioning how the information of such flow has influence on the formulation of...
Guardado en:
| Autores principales: | , |
|---|---|
| Formato: | Artículo publishedVersion |
| Lenguaje: | Inglés Portugués |
| Publicado: |
PostGraduate Program in Information Science - UNESP/Marilia
2013
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| Materias: | |
| Acceso en línea: | http://www2.marilia.unesp.br/revistas/index.php/bjis/article/view/3121 http://biblioteca.clacso.edu.ar/gsdl/cgi-bin/library.cgi?a=d&c=br/br-050&d=article3121oai |
| Aporte de: |
| id |
I16-R122-article3121oai |
|---|---|
| record_format |
dspace |
| institution |
Consejo Latinoamericano de Ciencias Sociales |
| institution_str |
I-16 |
| repository_str |
R-122 |
| collection |
Red de Bibliotecas Virtuales de Ciencias Sociales (CLACSO) |
| language |
Inglés Portugués |
| topic |
Information Science. Information Flows; Customer Service Channels; Information Management. Ciência da Informação. Fluxos de Informação; Canais de Atendimento ao Cliente; Gestão da Informação. |
| spellingShingle |
Information Science. Information Flows; Customer Service Channels; Information Management. Ciência da Informação. Fluxos de Informação; Canais de Atendimento ao Cliente; Gestão da Informação. Fernandes, Tatiana Falcão de Souza; Universidade Federal da Paraíba (UFPB) Garcia, Joana Coeli Ribeiro; Universidade Federal da Paraíba (UFPB) INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY |
| topic_facet |
Information Science. Information Flows; Customer Service Channels; Information Management. Ciência da Informação. Fluxos de Informação; Canais de Atendimento ao Cliente; Gestão da Informação. |
| description |
This research analyzes the informational flow of the Customer Service Channels of the Brazilian Post Office and Telegraph Company, Regional Board of Directors of Paraíba, under the perspective of information management, questioning how the information of such flow has influence on the formulation of tactical actions for decision-making. With regard to the objectives, the methodology is classified as descriptive with qualitative approach of the case study type. For data collection, the research used the guided interview and documental analysis categorizing the information according to the content analysis for interpreting them. As result, the research found that every action, in a corporate level, occurs in a standardized manner, inclusive in reference to solution and response proposed to customers. Therefore, it can be concluded that the information flow of the Customer Service Channels, if treated in a systematic manner, is a useful tool for qualitative diagnosis of the offered services so as to identify the client’s need as well as to add value to the company, by improving its image and, finally to the local society. |
| format |
Artículo publishedVersion Artículo publishedVersion |
| author |
Fernandes, Tatiana Falcão de Souza; Universidade Federal da Paraíba (UFPB) Garcia, Joana Coeli Ribeiro; Universidade Federal da Paraíba (UFPB) |
| author_facet |
Fernandes, Tatiana Falcão de Souza; Universidade Federal da Paraíba (UFPB) Garcia, Joana Coeli Ribeiro; Universidade Federal da Paraíba (UFPB) |
| author_sort |
Fernandes, Tatiana Falcão de Souza; Universidade Federal da Paraíba (UFPB) |
| title |
INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY |
| title_short |
INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY |
| title_full |
INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY |
| title_fullStr |
INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY |
| title_full_unstemmed |
INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY |
| title_sort |
informational flow of customer service’s channels at brazilian mail and telegraph company |
| publisher |
PostGraduate Program in Information Science - UNESP/Marilia |
| publishDate |
2013 |
| url |
http://www2.marilia.unesp.br/revistas/index.php/bjis/article/view/3121 http://biblioteca.clacso.edu.ar/gsdl/cgi-bin/library.cgi?a=d&c=br/br-050&d=article3121oai |
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