O impacto da gamificação na qualidade do atendimento ao cliente: um estudo de caso da implementação na padaria Sophia

Abstract

The work in question used literature search, field study and qualitative research to examine the effectiveness of gamification strategies in improving customer service and employee training at Padaria Sophia. The objectives were to review the relevant literature, develop and implement a customer-centric gamification approach, and assess its impact. By collecting data through surveys, using questionnaires and observations during a gamified training session that was implemented, valuable information was collected. The findings revealed a strong correlation between the gamification strategy developed and its effects to improve customer service, generate employee motivation and create value for the organization. These results underscore the importance of incorporating gamification techniques into employee training programs and fostering a culture of continuous improvement and customer focus. In conclusion, this research establishes the importance of gamification as a strategy for organizations to encourage the development of motivation among their employees and thus improve the effectiveness and quality of the services provided.