Avaliação da percepção de valor em serviços de entrega em pontos de retirada: estudo de caso em Clube de Assinatura de Livros

Autores/as

  • Oliver Grossman Ferreira Universidade Federal do Rio Grande do Sul (UFRGS), Porto Alegre, Rio Grande do Sul, Brasil. https://orcid.org/0000-0001-7773-1731
  • Maria Auxiliadora Cannarozzo Tinoco Professora adjunta do Departamento de Engenharia de Produção e Transportes da Universidade Federal do Rio Grande do Sul (UFRGS). Graduada em Engenharia Química pela Universidade de Carabobo (1998), possui mestrado (UFRGS, 2006), doutorado (UFRGS, 2011) e pós-doutorado (UFRGS, 2014) em Engenharia de Produção. Universidade Federal do Rio Grande do Sul (UFRGS), Porto Alegre, Rio Grande do Sul, Brasil. https://orcid.org/0000-0002-2941-1693

DOI:

https://doi.org/10.54139/riiant.v7i27.160

Palabras clave:

percepção de valor, pontos de retirada, disposição a pagar, clube de assinatura

Resumen

A empresa em estudo vem enfretando problemas com a entrega do seu produto e umas das soluções seria a implementação do serviço de entrega em pontos de retirada, que é uma das tendências do mercado de ecommerce. Para ganhar vantagem competitiva, uma das medidas mais importantes de serem avaliadas é o valor percebido. Pensando nisso, este artigo elaborou um instrumento para avaliar a percepção de valor dos clientes de um clube de assinatura de livros com relação à entrega em pontos de retirada, buscando identificar quais os principais atributos de valor e a disposição a pagar por esse serviço. A partir das análises, foi possível constatar que os clientes valorizam mais os atributos de qualidade e de resposta emocional, e que a maioria optaria pela entrega em ponto de retirada caso obtivesse algum desconto.

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Publicado

2022-04-08

Cómo citar

Grossman Ferreira, O., & Cannarozzo Tinoco, M. A. (2022). Avaliação da percepção de valor em serviços de entrega em pontos de retirada: estudo de caso em Clube de Assinatura de Livros . Revista De Ingeniería Industrial Actualidad Y Nuevas Tendencias, 7(27), 23–46. https://doi.org/10.54139/riiant.v7i27.160

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Artículos de Investigación