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- Title
RELAÇÕES DE CONSUMO INTERMEDIADAS POR SITES DE RECLAMAÇÃO ONLINE.
- Authors
Rocha Barros Coelho, Gabriela; Venancio, Georgina; de Holanda Costa Calazans, Janaina; da Silva, Karlla Lacerda R.
- Abstract
The current capitalist world transformed definitely the relationship of individuals with market, through the World Wide Web. Easy access to information along with the arising of prosumers, eager for a collaborative attitude and a fair relationship with the market, led to the creation of the site Reclame Aqui in an attempt to resolve problems between companies and consumers. The main point of this study is to investigate which factors contribute to the consolidation of online complaint sites as an effective alternative to mediate consumer relations. It was noticed that the effectiveness and transparency of the site Reclame Aqui are conditions sine qua non for its success, making it, even so, as searched as PROCON or traditional SACs. Faced with this new reality, companies seek to resolve problems faster that their reported products on the internet in an attempt to maintain a good reputation. A movement that reveals the importance of cyber-activism in the context of construction and maintenance of today's brands.
- Publication
Veredas FAVIP: Revista Eletrônica de Ciências e Cultura, 2015, Vol 8, Issue 2, p69
- ISSN
1679-1746
- Publication type
Article