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- Title
Análisis de los componentes de la estrategia de operaciones con enfoque de servicio.
- Authors
Pineda Zapata, Uriel Fernando; García Delgado, Raúl
- Abstract
This paper aims to bring light on the question of what are the components of the operations strategy that can support service control and customer orientation, to gradually achieve high standards in service delivery, in line with changes in the market, and within the corporate value chain. For this, an exploratory investigation was carried out, using the inductive method through Exploratory Factor Analysis with the Promax oblique rotation model. The exploratory type inquiries were made to 43 companies through convenience sampling in the Valle del Cauca region. Mainly, companies of the services sector, of some consolidation in the market, and that would facilitate the application of a face-to-face and quality survey to the management personnel, were selected. As a result, the foundations are left for a conceptual model that contributes to the control of the Operations Strategy, so that it is possible to conceive the value for the client, from an operations strategy based on the service quality attributes and is based on the underlying factors found in the explored model, such as: service control, customer-oriented facility management, information systems and associated technologies. As a perspective, there is a need for Confirmatory Factor Analysis, with a larger sample size for service organizations with experience in the market.
- Subjects
VALLE del Cauca (Colombia); SERVICE industries; ORGANIZATIONAL goals; VALUE chains; BUSINESS enterprises; CUSTOMER services; CUSTOMER orientation; MARKETING in service industries
- Publication
Pensamiento & Gestión, 2020, Vol 49, p90
- ISSN
1657-6276
- Publication type
Article