dc.creatorBarbosa, Frederico
dc.creatorLeone, Rodrigo
dc.creatorde Souza, Tereza
dc.creatorNóbrega, Kleber Cavalcanti
dc.date2010-12-22
dc.date.accessioned2022-11-04T02:52:43Z
dc.date.available2022-11-04T02:52:43Z
dc.identifierhttps://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11171
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/5071991
dc.descriptionOne 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.en-US
dc.formatapplication/pdf
dc.languageeng
dc.publisherFGV EAESPen-US
dc.relationhttps://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11171/10140
dc.sourceJournal of Operations and Supply Chain Management; Vol. 3 No. 2 (2010): July - December; 1-12en-US
dc.sourceJournal of Operations and Supply Chain Management; v. 3 n. 2 (2010): July - December; 1-12pt-BR
dc.source1984-3046
dc.subjectService Profit Chain. Quality of Service. Service Management. Technical Assistanceen-US
dc.titleService Profit Chain in the Technical Assistance Environment: an Exploratory Studyen-US
dc.typeinfo:eu-repo/semantics/article
dc.typeinfo:eu-repo/semantics/publishedVersion


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