Author's Keywords: E-commerce. Customer care. Brazilian retail companies.	Convention All Academic Convention can solve the abstract management needs for any association's annual meeting. Submission - Custom fields, multiple submission types, tracks, audio visual, multiple upload formats, automatic conversion to pdf. Review - Peer Review, Bulk reviewer assignment, bulk emails, ranking, z-score statistics, and multiple worksheets! Reports - Many standard and custom reports generated while you wait. Print programs with participant indexes, event grids, and more! Scheduling - Flexible and convenient grid scheduling within rooms and buildings. Conflict checking and advanced filtering. Communication - Bulk email tools to help your administrators send reminders and responses. Use form letters, a message center, and much more! Management - Search tools, duplicate people management, editing tools, submission transfers, many tools to manage a variety of conference management headaches! Click here for more information.
Association: Name: BALAS Annual Conference URL: http://http://www.balas.org/
Citation: URL: http://citation.allacademic.com/meta/p298496_index.html Direct Link: HTML Code:

Gaspar, Marcos., Donaire, Denis. and dos Santos, Silvio. "The Customer Care IT Tools as a Competitive Advantage Factor in the Brazilian Retail Industry" Paper presented at the annual meeting of the BALAS Annual Conference, ITESM, Guadalajara, Mexico, Apr 01, 2009 <Not Available>. 2013-05-05 <http://citation.allacademic.com/meta/p298496_index.html>

Gaspar, M. A., Donaire, D. and dos Santos, S. A. , 2009-04-01 "The Customer Care IT Tools as a Competitive Advantage Factor in the Brazilian Retail Industry" Paper presented at the annual meeting of the BALAS Annual Conference, ITESM, Guadalajara, Mexico Online <PDF>. 2013-05-05 from http://citation.allacademic.com/meta/p298496_index.html

Publication Type: Conference Paper/Unpublished Manuscript Review Method: Peer Reviewed Abstract: The fast growing of E-Commerce proceeded in profits for many companies. Its application associated to well designed workflows, i. g. the virtual customer care procedures, can benefit the companies by building long term competitive advantages. This study analyzed the virtual customer care of ten big Brazilian retail companies, through the identification and evaluation of the actual Information Technology applied tools in their sites. We stated that Ponto Frio had the highest performance. An intermediate group was composed by Pão de Açúcar, Bom Preço, Sonae, Lojas Americanas and Casas Bahia. The bottom line was filled by Pernambucanas, Sendas, Wal-Mart and Carrefour.

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Company executive vs. customer testimonial: Examining credibility of quoted spokespersons in business-to-business communication

An empirical analysis of retail pricing strategy and retailer competition