O Comportamento dos Consumidores no Sector Segurador: Uma Aproximação com Focus Group.
Abstract
O principal objetivo do presente trabalho é analisar as experiências de consumo e comportamento de compra de produtos seguradores. Mais especificamente, pretende-se conhecer qual o papel e importância do mediador no processo de compra. Para tal, executaram-se dois grupos de discussão no mercado B2C (consumidores finais) e um grupo de discussão no mercado B2B (mediadores). Os resultados indicam que os mediadores desempenham um papel preponderante no sector segurador, designadamente, no processo de compra em momentos críticos (sinistros) e na satisfação e lealdade dos consumidores. As principais implicações deste estudo no âmbito da gestão prendem-se com: i) a oportunidade de (re)conhecer o ascendente negocial que os mediadores têm no sector segurador; ii) a análise da importância que os clientes B2C atribuem à comunicação realizada telefonicamente pelas seguradoras para conhecer o seu grau de satisfação. Finalmente, torna-se evidente a necessidade das seguradoras darem formação aos mediadores sobre produtos específicos.
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International Journal of Marketing, Communication and New Media
ISSN: 2182-9306
DOI: 10.54663/2182-9306
Qualis Periódicos - CAPES: B2
REBIB: Q2
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