Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

Barreto, Juliana Menna; Martins, Ricardo Silveira

doi:10.15728/bbr.2018.15.1.3

Cited by 2 publications

(3 citation statements)

References 24 publications

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“…In front office we have the presence of service encounters, called by Carlzon (2005) moments of truth, which means the period of time in which a customer interacts with a service provider, involving people, processes, structures and systems. Barreto & Martins (2018), identified four main sources when they approached variability originated from customer participation: customer arrival, needs diagnoses, solution providing and analysis of delivered value. The authors conclude that professional service companies prioritize customer participation.…”

Section: Service Operationmentioning

confidence: 99%

Perceived quality and loyalty in service operations: a study in banking segment’s corporate person division

Saueressig¹,

Larentis

Giacomello

2021

Gest. Prod.

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This study aims to verify the relationship between perceived service quality and loyalty among corporate customers of a bank located in the southern region of Brazil. Two research stages were developed, one qualitative exploratory and the other quantitative descriptive. The qualitative stage aimed to collect managers’ and customers’ perceptions about the bank services. This stage has been developed through semi-structured in-depth interviews, which provided input to improve the collection instrument applied in the quantitative stage. A survey with 48 questions was applied to 129 customers, based on SERVPERF service quality scale, Santos’ loyalty scale (2001) and questions added from qualitative stage. The qualitative stage has contributed with a proposal of scale adapted to the current context of the banking sector, corporate customers . In the quantitative stage, through multiple regression analysis, we have identified that empathy, safety and response factors, in descending order of importance, have had a greater impact on loyalty, with a power of explanation of 62%. Additionally, through ANOVA, the results allow us to conclude that means are higher among customers with a longer relationship with the bank, among customers who operate with credit and who have the bank as the main financial institution in terms of investments.

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Section: Service Operationmentioning

confidence: 99%

Perceived quality and loyalty in service operations: a study in banking segment’s corporate person division

Saueressig¹,

Larentis

Giacomello

2021

Gest. Prod.

View full text Add to dashboard Cite

show abstract

“…Business leaders require employees with appropriate knowledge and skills to effectively and efficiently manage the rapidly changing business environment. aligning with the strategic plan needed for business growth (Barreto & Martins, 2018).…”

Section: Conceptual Framework: Theory Of Growth Of Firmsmentioning

confidence: 99%

“…The researchers also identified four factors causing variability among customers of professional services firms as the diagnosis of needs, customer arrival, delivery value analysis, and production and implementation of the solution (Barreto & Martins, 2018). Colucci and Visentin (2017) highlighted that the determinants of a buyer's intention to expand a mature business-to-business relationship is the absence of a formal agreement with the seller.…”

Section: Conceptual Framework: Theory Of Growth Of Firmsmentioning

confidence: 99%