{"id":"https://openalex.org/W36664809","doi":"https://doi.org/10.19177/reen.v6e3201350-78","title":"Fatores determinantes para a reten\u00e7\u00e3o de clientes em escrit\u00f3rios de contabilidade: um estudo multicaso realizado em uma cidade da Serra Ga\u00facha","display_name":"Fatores determinantes para a reten\u00e7\u00e3o de clientes em escrit\u00f3rios de contabilidade: um estudo multicaso realizado em uma cidade da Serra Ga\u00facha","publication_year":2013,"publication_date":"2013-12-20","ids":{"openalex":"https://openalex.org/W36664809","doi":"https://doi.org/10.19177/reen.v6e3201350-78","mag":"36664809"},"language":"pt","primary_location":{"id":"doi:10.19177/reen.v6e3201350-78","doi":"https://doi.org/10.19177/reen.v6e3201350-78","is_oa":true,"landing_page_url":"https://doi.org/10.19177/reen.v6e3201350-78","pdf_url":null,"source":{"id":"https://openalex.org/S2736360081","display_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia & Neg\u00f3cios","issn_l":"1984-3372","issn":["1984-3372"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4310312401","host_organization_name":"Universidade do Sul de Santa Catarina","host_organization_lineage":["https://openalex.org/P4310312401"],"host_organization_lineage_names":["Universidade do Sul de Santa Catarina"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia &amp; Neg\u00f3cios","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.19177/reen.v6e3201350-78","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001735827","display_name":"Alex Eckert","orcid":"https://orcid.org/0000-0002-8704-9549","observed_orcids":["https://orcid.org/0000-0002-8704-9549"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Alex Eckert","raw_affiliation_strings":["import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os",", v.6, n.3, set./dez.2013","de Contabilidade","de constante crescimento,","escrit\u00f3rios sejam capazes de identificar","os mesmos sintam-se satisfeitos e envolvidos com","que construam uma resist\u00eancia \u00e0","seu fornecedor. Cabe ao fornecedor"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","institution_ids":[]},{"raw_affiliation_string":"referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os","institution_ids":[]},{"raw_affiliation_string":", v.6, n.3, set./dez.2013","institution_ids":[]},{"raw_affiliation_string":"de Contabilidade","institution_ids":[]},{"raw_affiliation_string":"de constante crescimento,","institution_ids":[]},{"raw_affiliation_string":"escrit\u00f3rios sejam capazes de identificar","institution_ids":[]},{"raw_affiliation_string":"os mesmos sintam-se satisfeitos e envolvidos com","institution_ids":[]},{"raw_affiliation_string":"que construam uma resist\u00eancia \u00e0","institution_ids":[]},{"raw_affiliation_string":"seu fornecedor. Cabe ao fornecedor","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073342748","display_name":"Gabriel Sperandio Milan","orcid":"https://orcid.org/0000-0003-3480-2653","observed_orcids":["https://orcid.org/0000-0003-3480-2653"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Gabriel Sperandio Milan","raw_affiliation_strings":["import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os",", v.6, n.3, set./dez.2013","de Contabilidade","de constante crescimento,","escrit\u00f3rios sejam capazes de identificar","os mesmos sintam-se satisfeitos e envolvidos com","que construam uma resist\u00eancia \u00e0","seu fornecedor. Cabe ao fornecedor"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","institution_ids":[]},{"raw_affiliation_string":"referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os","institution_ids":[]},{"raw_affiliation_string":", v.6, n.3, set./dez.2013","institution_ids":[]},{"raw_affiliation_string":"de Contabilidade","institution_ids":[]},{"raw_affiliation_string":"de constante crescimento,","institution_ids":[]},{"raw_affiliation_string":"escrit\u00f3rios sejam capazes de identificar","institution_ids":[]},{"raw_affiliation_string":"os mesmos sintam-se satisfeitos e envolvidos com","institution_ids":[]},{"raw_affiliation_string":"que construam uma resist\u00eancia \u00e0","institution_ids":[]},{"raw_affiliation_string":"seu fornecedor. Cabe ao fornecedor","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5087310705","display_name":"Marlei Salete Mecca","orcid":"https://orcid.org/0000-0001-7545-3184","observed_orcids":["https://orcid.org/0000-0001-7545-3184"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Marlei Salete Mecca","raw_affiliation_strings":["import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os",", v.6, n.3, set./dez.2013","de Contabilidade","de constante crescimento,","escrit\u00f3rios sejam capazes de identificar","os mesmos sintam-se satisfeitos e envolvidos com","que construam uma resist\u00eancia \u00e0","seu fornecedor. Cabe ao fornecedor"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","institution_ids":[]},{"raw_affiliation_string":"referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os","institution_ids":[]},{"raw_affiliation_string":", v.6, n.3, set./dez.2013","institution_ids":[]},{"raw_affiliation_string":"de Contabilidade","institution_ids":[]},{"raw_affiliation_string":"de constante crescimento,","institution_ids":[]},{"raw_affiliation_string":"escrit\u00f3rios sejam capazes de identificar","institution_ids":[]},{"raw_affiliation_string":"os mesmos sintam-se satisfeitos e envolvidos com","institution_ids":[]},{"raw_affiliation_string":"que construam uma resist\u00eancia \u00e0","institution_ids":[]},{"raw_affiliation_string":"seu fornecedor. Cabe ao fornecedor","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050800668","display_name":"Grazieli Porto Nunes","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Grazieli Porto Nunes","raw_affiliation_strings":["import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os",", v.6, n.3, set./dez.2013","de Contabilidade","de constante crescimento,","escrit\u00f3rios sejam capazes de identificar","os mesmos sintam-se satisfeitos e envolvidos com","que construam uma resist\u00eancia \u00e0","seu fornecedor. Cabe ao fornecedor"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"import\u00e2ncia da reten\u00e7\u00e3o de clientes para o sucesso da empresa, sendo","institution_ids":[]},{"raw_affiliation_string":"referida reten\u00e7\u00e3o positivamente influenciada pela confian\u00e7a depositada no prestador de servi\u00e7os","institution_ids":[]},{"raw_affiliation_string":", v.6, n.3, set./dez.2013","institution_ids":[]},{"raw_affiliation_string":"de Contabilidade","institution_ids":[]},{"raw_affiliation_string":"de constante crescimento,","institution_ids":[]},{"raw_affiliation_string":"escrit\u00f3rios sejam capazes de identificar","institution_ids":[]},{"raw_affiliation_string":"os mesmos sintam-se satisfeitos e envolvidos com","institution_ids":[]},{"raw_affiliation_string":"que construam uma resist\u00eancia \u00e0","institution_ids":[]},{"raw_affiliation_string":"seu fornecedor. Cabe ao fornecedor","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.00980958,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"6","issue":"3","first_page":"50","last_page":"50"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.00139999995008111,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9739999771118164},{"id":"https://openalex.org/keywords/accounting-firms","display_name":"accounting firms","score":0.9639999866485596},{"id":"https://openalex.org/keywords/trust-in-service-providers","display_name":"trust in service providers","score":0.8080000281333923},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.6510000228881836},{"id":"https://openalex.org/keywords/serra-gaucha","display_name":"Serra Ga\u00facha","score":0.6990000009536743}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.47246766090393066},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.35032373666763306},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.16287913918495178}],"mesh":[],"locations_count":6,"locations":[{"id":"doi:10.19177/reen.v6e3201350-78","doi":"https://doi.org/10.19177/reen.v6e3201350-78","is_oa":true,"landing_page_url":"https://doi.org/10.19177/reen.v6e3201350-78","pdf_url":null,"source":{"id":"https://openalex.org/S2736360081","display_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia & Neg\u00f3cios","issn_l":"1984-3372","issn":["1984-3372"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4310312401","host_organization_name":"Universidade do Sul de Santa Catarina","host_organization_lineage":["https://openalex.org/P4310312401"],"host_organization_lineage_names":["Universidade do Sul de Santa Catarina"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia &amp; Neg\u00f3cios","raw_type":"journal-article"},{"id":"pmh:oai:americanae.aecid.es:2010944","doi":null,"is_oa":true,"landing_page_url":"http://americanae.aecid.es/americanae/es/registros/registro.do?tipoRegistro=MTD&idBib=2010944","pdf_url":null,"source":{"id":"https://openalex.org/S4306400786","display_name":"Americanae (AECID Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia &amp; Neg\u00f3cios; v. 6, n. 3 (2013); 50-78","raw_type":"<dc:type>info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:4b57c77663dc4a0fb16297f59459ba2e","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/4b57c77663dc4a0fb16297f59459ba2e","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia e Neg\u00f3cios, Vol 6, Iss 3, Pp 50-78 (2013)","raw_type":"article"},{"id":"pmh:oai:http://www.portaldeperiodicos.unisul.br:article/1912","doi":null,"is_oa":true,"landing_page_url":"http://portaldeperiodicos.unisul.br/index.php/EeN/article/view/1912","pdf_url":null,"source":{"id":"https://openalex.org/S4306402641","display_name":"LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Cient\u00edficas)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4383465926","host_organization_name":"LA Referencia","host_organization_lineage":["https://openalex.org/I4383465926"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia &amp; Neg\u00f3cios; v. 6, n. 3 (2013); 50-78","raw_type":"<dc:type>info:eu-repo/semantics/article"},{"id":"pmh:oai:portaldeperiodicos.animaeducacao.com.br:article/1912","doi":null,"is_oa":true,"landing_page_url":"https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/1912","pdf_url":null,"source":{"id":"https://openalex.org/S4306402641","display_name":"LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Cient\u00edficas)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4383465926","host_organization_name":"LA Referencia","host_organization_lineage":["https://openalex.org/I4383465926"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"instacron:UNISUL","raw_type":"info:eu-repo/semantics/article"},{"id":"mag:2304923352","doi":null,"is_oa":false,"landing_page_url":"http://www.portaldeperiodicos.unisul.br/index.php/EeN/article/download/1912/1377","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"doi:10.19177/reen.v6e3201350-78","doi":"https://doi.org/10.19177/reen.v6e3201350-78","is_oa":true,"landing_page_url":"https://doi.org/10.19177/reen.v6e3201350-78","pdf_url":null,"source":{"id":"https://openalex.org/S2736360081","display_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia & Neg\u00f3cios","issn_l":"1984-3372","issn":["1984-3372"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-4"],"host_organization":"https://openalex.org/P4310312401","host_organization_name":"Universidade do Sul de Santa Catarina","host_organization_lineage":["https://openalex.org/P4310312401"],"host_organization_lineage_names":["Universidade do Sul de Santa Catarina"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Eletr\u00f4nica de Estrat\u00e9gia &amp; Neg\u00f3cios","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W158516888","https://openalex.org/W1491246246","https://openalex.org/W1502495317","https://openalex.org/W1506150625","https://openalex.org/W1517956578","https://openalex.org/W1574378514","https://openalex.org/W1607473315","https://openalex.org/W1937678804","https://openalex.org/W1973187271","https://openalex.org/W1979219608","https://openalex.org/W2000369440","https://openalex.org/W2030931215","https://openalex.org/W2059944908","https://openalex.org/W2109174512","https://openalex.org/W2162244340","https://openalex.org/W2167928095","https://openalex.org/W2277408944","https://openalex.org/W2289205268","https://openalex.org/W2582377764","https://openalex.org/W2984220594","https://openalex.org/W4300868572"],"related_works":["https://openalex.org/W2590447067","https://openalex.org/W4245229172","https://openalex.org/W2304923352","https://openalex.org/W2950646284","https://openalex.org/W7223415852","https://openalex.org/W2159891071","https://openalex.org/W1507022241","https://openalex.org/W2504588997","https://openalex.org/W2547937917","https://openalex.org/W4412933531"],"abstract_inverted_index":{"Com":[0],"o":[1,40,73,131],"crescimento":[2],"da":[3,56,126,133],"economia,":[4],"cresce":[5],"tamb\u00e9m":[6],"a":[7,10,45,65,98,112,124,136],"rivalidade":[8],"e":[9,20,31],"disputa":[11],"por":[12,82,91],"clientes.":[13],"\u00c0s":[14],"empresas":[15],"cabe":[16],"conquistar":[17],"seus":[18,29],"clientes":[19,30,68,129],"garantir":[21],"sua":[22],"perman\u00eancia":[23],"no":[24,144],"mercado,":[25],"criando":[26],"v\u00ednculos":[27],"com":[28,33],"fazendo":[32],"que":[34,115],"se":[35],"sintam":[36],"envolvidos.":[37],"Diante":[38],"disso,":[39],"presente":[41],"estudo":[42,77,108],"\u00e9":[43],"direcionado":[44],"uma":[46,54],"amostra":[47],"de":[48,50,67,78,84,93,104,114,122,128,146],"escrit\u00f3rios":[49,119],"contabilidade":[51],"situados":[52],"em":[53,87],"cidade":[55],"serra":[57],"ga\u00facha,":[58],"objetivando":[59],"demonstrar":[60],"como":[61],"est\u00e1":[62],"sendo":[63,135],"realizada":[64],"reten\u00e7\u00e3o":[66,127,138],"nestas":[69],"empresas.":[70],"Para":[71],"atingir":[72],"objetivo,":[74],"realizou-se":[75],"um":[76,88],"caso":[79],"m\u00faltiplo,":[80],"descritivo,":[81],"meio":[83],"entrevistas":[85,101],"baseadas":[86],"question\u00e1rio":[89],"composto":[90],"roteiro":[92],"quest\u00f5es.":[94],"Os":[95],"dados":[96],"obtidos":[97],"partir":[99],"das":[100],"foram":[102],"analisados":[103],"forma":[105],"qualitativa.":[106],"O":[107],"apresenta":[109],"evid\u00eancias":[110],"relevantes":[111],"fim":[113],"os":[116],"gestores":[117],"dos":[118],"sejam":[120],"capazes":[121],"identificar":[123],"import\u00e2ncia":[125],"para":[130],"sucesso":[132],"empresa,":[134],"referida":[137],"positivamente":[139],"influenciada":[140],"pela":[141],"confian\u00e7a":[142],"depositada":[143],"prestador":[145],"servi\u00e7os.":[147]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
