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Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute
Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute

Economics and Business

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ISSN 2775-9237 (Online)

asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, managemet journal
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Published: 25 June 2019

When Customers Do Not Pay: A Winning Negotiation Case in Brazil

Murillo de Oliveira Dias, Ana Paula Ribeiro, Raphael Albergarias

Fundação Getulio Vargas, Brazil

asian institute research, jeb, journal of economics and business, economics journal, accunting journal, business journal, management journal

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doi

10.31014/aior.1992.02.02.99

Pages: 431-447

Keywords: Debt Collection, Negotiation, Customer Satisfaction, Brazil

Abstract

Debt collection without losing a valuable customer is a challenge that business negotiators face daily, no matter the size, type, or country of the organization. Currently in Brazil, near 62.6 million customers with overdue accounts are registered at the Credit Service Protection (Serviço de Proteção ao Crédito – SPC), representing approximately 40 percent of the Brazilians between 18 and 95 years old. This single case study investigated a successful farm debt collection case, negotiated between a farmer and a financial agent from a credit cooperative in Paraná State, Southern Brazil. Key findings pointed out critical success factors on debt collection negotiations, useful to business negotiators in general such as financial agents, bank managers, mediators, and overall practitioners. Discussion and recommendations for future research complete this work.

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