Record Details

Service Profit Chain in the Technical Assistance Environment: an Exploratory Study

Journal of Operations and Supply Chain Management

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Field Value
 
Title Service Profit Chain in the Technical Assistance Environment: an Exploratory Study
 
Creator Barbosa, Frederico; Universidade Potiguar
Leone, Rodrigo; Universidade Potiguar
de Souza, Tereza; Universidade Potiguar
Nóbrega, Kleber Cavalcanti; Universidade Potiguar
 
Subject Service Profit Chain. Quality of Service. Service Management. Technical Assistance
 
Description One of the strongest relationships among the elements of Heskett, Sasser and Schlesinger's service profit chain is verified between employee satisfaction and client's satisfaction. This paper reports the results of an exploratory study on the Brazilian operation of a world-wide leader of elevator technical assistance, in which the relationship between these two elements and their influence on the client retention rate was evaluated. The research data were treated with statistical discriminant and cluster analysis. The findings identified the relationship between employee and client satisfaction in 25 of the 27 business units studied. On the other hand, the factor that largely influences the client retention rate in this business environment is client satisfaction, while employee satisfaction is almost null. The results have important academic and managerial implications, given the limited amount of studies in this area and drive actions for the business success.
 
Publisher FGV EAESP
 
Contributor —
 
Date 2010-12-22
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
 
Identifier http://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11171
10.12660/joscmv3n2p1-12
 
Source Journal of Operations and Supply Chain Management; Vol 3, No 2 (2010): July - December; 1-12
Journal of Operations and Supply Chain Management; Vol 3, No 2 (2010): July - December; 1-12
1984-3046
 
Language eng
 
Relation http://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11171/10140