A qualidade no serviço de atendimento ao cliente em uma rede de drogaria de João Pessoa, usando as ferramentas de comunicação do endomarketing para com os seus clientes internos

Abstract

He study aimed to verify how the communication and motivation of employees and their relationship with quality in the service of care in a network of drugstores in João Pessoa. With this, it was tried to demonstrate how the endomarketing can be an important marketing tool for the strategic management in the organizational universe of the companies. For this, technical procedures were used, based on the research of qualitative studies, through the aid of semi-structured interviews and observation of the researcher, with a review of the literature on human resources management, marketing and endomarketing, aimed at employees and organization. The present research allowed to verify in the business scenario how beneficial the integrated communication and the motivation of the employees with the quality of the service provided to the client. How this marketing tool brings benefits to the company, with the gain of new customers, loyalty and the relationship of internal customers in the quality of customer service, with the tools of endomarketing.