Cultura de serviços como diferencial competitivo no transporte de passageiros

Abstract

The objective of this work is to study a theme that is latent today in the company Unesul de Transportes Ltda., Which is the desire of the presidents to transform the culture of the company that they identify as an operational culture for a culture focused on services. The segment of passenger transport has already consolidated premises in the quality of operation, safety, punctuality and availability, but these premises are in the origin of the service, they represent the past. Assumptions must be made in the present and future, in order to provide the best customer experience, as he could better enjoy his time on the road (pleasure and productivity). The proposal of this work is to study how to contribute to the transformation of the new service culture, where all employees should be engaged in what is value for the client. Use literatures of strategy and competitiveness, service strategy, Organizational Culture to help us adapt to the environment of passenger land transport companies.