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Um Estudo Qualitativo da Excelência em Servi os Em Uma TV por Assinatura

Keywords: Services quality , services , qualitative research

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Abstract:

This paper presents results of a qualitative research performed in a cable TVcompany, which operates in the three states of the south of Brasil. Initially, a modelfor excellence in services, used as a reference for the whole analysis, is presented.Next, based on interviews carried out with executives of different areas of thecompany, a comparison between the proposed model and the practices adopted bythe company is presented. The study allowed the identification of how the companyanswers to each block of the model.

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