Publication:
A study of the effects of employee development on customer satisfaction and financial performance as part of the service strategy in a high contact service environment in Puerto Rico

dc.contributor.advisor Córdova-Claudio, Mario
dc.contributor.author Vargas-Arenas, María D.
dc.contributor.college College of Business Administration en_US
dc.contributor.committee Ortiz Rodríguez, Rosario de los Angeles
dc.contributor.committee Bravo Vick, Héctor A.
dc.contributor.department Department of Business Administration en_US
dc.contributor.representative Irizarry, María de los Angeles
dc.date.accessioned 2018-01-26T17:57:15Z
dc.date.available 2018-01-26T17:57:15Z
dc.date.issued 2009
dc.description.abstract The management of operations in the service sector presents different challenges than the manufacturing environment. Research in operations management needs to focus more on service than ever before. Guidelines should be developed to improve the work design, competitiveness, efficiency and effectiveness of organizations in the service sector. The study explores the idea that employee development may positively affect customer satisfaction and financial performance. It is based on previous studies and presents the Customer Contact Model and the Service Profit Chain as the theoretical background; which define the service environment and the relationship that results from the employees, customer satisfaction and financial performance respectively. The study was conducted in the commercial banking services area in Puerto Rico, specifically the Credit Unions and no significant linkage was found between the factors studied.
dc.description.abstract El manejo de las operaciones en el sector de servicio presenta retos distintos al manejo de la manufactura. Es necesario el estudio del manejo de la eficiencia en organizaciones de este sector. Una de las diferencias más significativas entre la manufactura y el servicio es que el rol del consumidor es más activo. El estudio exploró la idea de que el desarrollo del empleado afecta positivamente la satisfacción del consumidor y el desempeño financiero. La investigación se basa en el estudio realizado anteriormente. Se utilizan dos modelos teóricos: Modelo de contacto con el consumidor y la Cadena de Valor de Servicio. Uno define el ambiente en el que ocurre el servicio y otro relaciona factores como empleados con la satisfacción del consumidor y el desempeño financiero. El estudio se realizó en Cooperativas de Ahorro y Crédito en Puerto Rico. No se encontró una relación fuerte entre los factores estudiados.
dc.description.graduationYear 2009 en_US
dc.identifier.uri https://hdl.handle.net/20.500.11801/179
dc.language.iso en en_US
dc.rights.holder (c) 2009 María D. Vargas Arenas en_US
dc.rights.license All rights reserved en_US
dc.subject Customer satisfaction en_US
dc.subject Financial performance en_US
dc.subject.lcsh Credit unions--Employees--Training of--Puerto Rico en_US
dc.subject.lcsh Career development en_US
dc.subject.lcsh Consumer satisfaction en_US
dc.subject.lcsh Service industries--Management en_US
dc.title A study of the effects of employee development on customer satisfaction and financial performance as part of the service strategy in a high contact service environment in Puerto Rico en_US
dc.type Thesis en_US
dspace.entity.type Publication
thesis.degree.discipline Industrial Management en_US
thesis.degree.level M.B.A. en_US
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