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dc.contributor.advisorCórdova Claudio, Mario
dc.contributor.authorVargas Arenas, María D.
dc.date.accessioned2018-01-26T17:57:15Z
dc.date.available2018-01-26T17:57:15Z
dc.date.issued2009
dc.identifier.urihttps://hdl.handle.net/20.500.11801/179
dc.description.abstractThe 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.abstractEl 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.language.isoenen_US
dc.subjectCustomer satisfactionen_US
dc.subjectFinancial performanceen_US
dc.subject.lcshCredit unions--Employees--Training of--Puerto Ricoen_US
dc.subject.lcshCareer developmenten_US
dc.subject.lcshConsumer satisfactionen_US
dc.subject.lcshService industries--Managementen_US
dc.titleA 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 Ricoen_US
dc.typeThesisen_US
dc.rights.licenseAll rights reserveden_US
dc.rights.holder(c) 2009 María D. Vargas Arenasen_US
dc.contributor.committeeOrtiz Rodríguez, Rosario de los Angeles
dc.contributor.committeeBravo Vick, Héctor A.
dc.contributor.representativeIrizarry, María de los Angeles
thesis.degree.levelM.B.A.en_US
thesis.degree.disciplineIndustrial Managementen_US
dc.contributor.collegeCollege of Business Administrationen_US
dc.contributor.departmentDepartment of Business Administrationen_US
dc.description.graduationYear2009en_US


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    Items included under this collection are theses, dissertations, and project reports submitted as a requirement for completing a degree at UPR-Mayagüez.

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