Fonte: Revista Turismo Estudos e Práticas - RTEP/UERN; Vol. 4 (2015): Número Especial; 8-33
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Resumo: The significance of the proposed in the present paper marketing model, lies in the assumption that clients make their choice of service or product on the basis of how they conceive the idea of quality, service and value. From here it becomes necessary for the companies to assess clients’ criteria concerning quality and satisfaction. The aim of the company is not only to attract clients, but also to retain them. In this connection the marketing of the relationship with the client is the key to retaining them. The management of the total quality, hence, needs to be examined as a basic conceptual approach for the satisfaction of the clients and for the increase of profitability. For this purpose what companies need is to research clients’ concepts and expectations.
