01. Universidade Federal Rural de Pernambuco - UFRPE (Sede)
URI permanente desta comunidadehttps://arandu.ufrpe.br/handle/123456789/1
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Resultados da Pesquisa
Item Relações de consumo com as tecnologias digitais de informação e comunicação: o caso da Nat Natura no Twitter(2024-10-04) Santos, Melyssa Ingrid dos; Leão, Éder Lira de Souza; http://lattes.cnpq.br/4434499456331867; http://lattes.cnpq.br/2698814524148772Due to the increasing use and personification of virtual assistants by companies in search of better serving their customers and thus achieving new arrangements in the customer-company relationship, the need arose to better understand how this growing phenomenon occurs and what effects it produces in our current consumer society. Therefore, this work aimed to (i) relate the Culture of Convergence to the emergence of new consumer relationships; (ii) identify how Natura and the Nat Natura persona are perceived by consumers and what effects it generates in new consumer relationships; (iii) analyze the profile of Nat Natura on the digital social network Twitter; (iv) as well as identify and analyze the elements that characterize the brand representation for new consumers, through the analysis of data from a questionnaire applied to the public. To obtain the results, the levels of knowledge and involvement of consumers related to the brand persona were observed. For this purpose, a qualitative research was carried out through a literature review and the profile of Nat Natura on the digital social network Twitter was analyzed. In this way, 6 publications from their profile on Twitter were selected and analyzed, which obtained the greatest engagement and reach between September 2022 and August 2024. The results show that it is in the informality of the language, in the use of similarities in tastes, identity and values with its audience that the Nat Natura persona seeks to represent and create more personal connections with its new consumers.Item A experiência de estágio em Ciências do Consumo na unidade de atendimento do PROCON Pernambuco em Camaragibe/PE(2023-09-12) Matias, Beatriz Lins; Silva, Maria Zênia Tavares da; http://lattes.cnpq.br/6150329073394875; http://lattes.cnpq.br/5025084228056234Item A responsabilidade do fornecedor e a satisfação do/a consumidor/a na resolução de danos em aparelhos eletrônicos: um estudo no PROCON Recife(2023-09-12) Linden, Sarah Maria Silva van der; Silva, Maria Zênia Tavares da; http://lattes.cnpq.br/6150329073394875The aim of this research was to find out how Procon Recife resolves consumer complaints about faulty electronic devices and whether the behavior of companies and suppliers in the event of product damage is in line with the Consumer Protection Code. To this end, a qualitative study was carried out, using bibliographic and documentary procedures and a semi-structured interview script with consumers and monitoring of conciliation hearings mediated by Procon Recife. We observed consumer behavior, the conduct of companies after the sale of the product, the consumer's experience of help in the event of damage to the product and how this interferes with a balanced consumer relationship. Among the results, we highlight the failure of companies to resolve the problem and consumer dissatisfaction with the situation. Finally, the conclusions highlight the need for consumer education, both for consumers and suppliers. In particular, we highlight consumer education for entrepreneurs and suppliers as a social function for better harmony in consumer relations and the importance of the contribution of the Consumer Scientist in this process.