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Felix T Mavondo - One of the best experts on this subject based on the ideXlab platform.
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balancing the act the implications of jointly pursuing Internal Customer orientation and external Customer orientation
Journal of Marketing Management, 2014Co-Authors: Jodie Conduit, Margaret Jekanyika Matanda, Felix T MavondoAbstract:AbstractCurrent marketing paradigms recognise a need for organisations to create value for both Internal and external Customers. However, jointly pursuing an Internal and external Customer focus has been argued to be both synergistic and contradictory. Using cluster analysis, this paper develops a typology on the basis of employees’ perceptions of their organisation’s joint pursuit of Internal and external Customer orientation. This allows an examination of the joint implications of these strategic postures on organisational processes, including information generation, information dissemination, training, communication and human resource practices. The results suggest that employees have the most positive perceptions of organisational processes when they perceive the organisation pursues a strong Internal orientation, followed by those organisations that are jointly strong on Internal and external Customer orientation.
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how critical is Internal Customer orientation to market orientation
Journal of Business Research, 2001Co-Authors: Jodie Conduit, Felix T MavondoAbstract:Abstract This paper investigates the relationship between Internal Customer orientation and market orientation. It builds on the notion that organisational dynamics and managerial action in areas such as employee training, effective communication systems, and managing human resources are critical to building an Internal Customer orientation and consequently, a market orientation. A path model is used to investigate the direct and indirect impact of hypothesised variables on Internal Customer orientation and market orientation. The findings suggest that integration between departments, the dissemination of market intelligence, and management support for a market orientation are important for its development, however, training programs may not be effective. The results are based on a study of Australian based companies extensively involved in international marketing.
Jodie Conduit - One of the best experts on this subject based on the ideXlab platform.
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balancing the act the implications of jointly pursuing Internal Customer orientation and external Customer orientation
Journal of Marketing Management, 2014Co-Authors: Jodie Conduit, Margaret Jekanyika Matanda, Felix T MavondoAbstract:AbstractCurrent marketing paradigms recognise a need for organisations to create value for both Internal and external Customers. However, jointly pursuing an Internal and external Customer focus has been argued to be both synergistic and contradictory. Using cluster analysis, this paper develops a typology on the basis of employees’ perceptions of their organisation’s joint pursuit of Internal and external Customer orientation. This allows an examination of the joint implications of these strategic postures on organisational processes, including information generation, information dissemination, training, communication and human resource practices. The results suggest that employees have the most positive perceptions of organisational processes when they perceive the organisation pursues a strong Internal orientation, followed by those organisations that are jointly strong on Internal and external Customer orientation.
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how critical is Internal Customer orientation to market orientation
Journal of Business Research, 2001Co-Authors: Jodie Conduit, Felix T MavondoAbstract:Abstract This paper investigates the relationship between Internal Customer orientation and market orientation. It builds on the notion that organisational dynamics and managerial action in areas such as employee training, effective communication systems, and managing human resources are critical to building an Internal Customer orientation and consequently, a market orientation. A path model is used to investigate the direct and indirect impact of hypothesised variables on Internal Customer orientation and market orientation. The findings suggest that integration between departments, the dissemination of market intelligence, and management support for a market orientation are important for its development, however, training programs may not be effective. The results are based on a study of Australian based companies extensively involved in international marketing.
Miñano Mantilla, Doris Marjorie - One of the best experts on this subject based on the ideXlab platform.
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Clima organizacional y su incidencia en la satisfacción del cliente interno de la Empresa Ayrton Senna SAC de Trujillo - 2018
Universidad Privada Antenor Orrego - UPAO, 2019Co-Authors: Miñano Mantilla, Doris MarjorieAbstract:El objetivo del presente trabajo fue determinar cómo el Clima Organizacional incide en la Satisfacción del Cliente Interno de la “Empresa Ayrton Senna SAC” de Trujillo - 2018; para lo cual se aplicó un diseño descriptivo-correlacional, tomando como muestra un total de 15 trabajadores, a quienes se les aplicó cuestionarios relacionados con indicadores de: Clima Organizacional, compuesta por 50 ítems diseñados para medir los factores del Clima Laboral, comprendiendo 5 dimensiones (Autorrealización, Involucramiento Laboral, Supervisión, Comunicación Organizacional, Condiciones Laborales) y el indicador de Satisfacción Laboral con un total de 35 items y 4 dimensiones (Identidad Corporativa, Servicios, Entorno de Trabajo ,Beneficios y Motivación); a fin de recabar información que permitió evaluar en qué medida repercute una variable sobre la otra, y así proceder a la validación de la hipótesis de investigación; como técnicas estadísticas se usó la prueba de Chi Cuadrado, a fin de calcular el estadístico Rho de Spearman. Se encontró correlación altamente significativa y positiva entre las dimensiones del Clima Organizacional (Autorrealización, Involucramiento Laboral, Supervisión, Comunicación Organizacional y Condiciones Laborales) con la Satisfacción del Cliente Interno, con coeficientes de 0.597; 0,877, 0,855, 0,539 y 0,877 respectivamente. Además, se muestra la correlación entre Clima Organizacional y la Satisfacción del Cliente Interno con un valor de 0,877. La conclusión del presente trabajo de investigación es que existe una relación directamente proporcional entre la variable independiente: Clima Organizacional sobre la variable dependiente: Satisfacción del Cliente Interno, aceptándose la validez de la hipótesis planteada.The objective of this work was to determine how the Organizational Climate affects the Satisfaction of the Internal Client of the “Ayrton Senna SAC Company” of Trujillo city – 2018; for which a descriptive – correlational design was applied, taking as a simple a total of 15 workers, To whom were applied questionnaires related to indicators of: Organizational Climate, composed of 50 items designed to measure the factors of the Labor Climate, comprising 5 dimensions (Self-realization, Labor Involvement, Supervision, Organizational Communication, Labor Conditions) and the indicator of job satisfaction with a total of 35 items and 4 dimensions (Corporate Identity, services, Work Environment, Benefits and Motivation); in order to gather information to assess the extent to which one variable affects the other, and thus proceed to the validation of the research hypothesis; as statistical techniques, the “Chi Cuadrado” test was used to calculate the Rho statistic of Spearman, and thus determine the validity of the hypotheses. A highly significant and positive correlation was found between the dimensions of Organizational Climate (Self-Realization, Labor Involvement, Supervision, Organizational Communication and Labor Conditions) with Internal Customer Satisfaction, with coefficients of 0.597; 0.877, 0.855, 0.539 and 0.877 respectively. Besides, the correlation between Organizational Climate and Internal Customer Satisfaction with a value of 0.877 is shown. The conclusion of this research is that there is a directly proportional relationship between the independent variable: Organizational Climate on the dependent variable: Internal Customer Satisfaction, accepting the validity of the hypothesis proposed.Tesi
Soo-kyung Paik - One of the best experts on this subject based on the ideXlab platform.
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The Causality among the Internal Customer Satisfaction, the External Customer Satisfaction and the Customer Loyalty of Medical Service
Journal of Preventive Medicine and Public Health, 2002Co-Authors: Soo-kyung PaikAbstract:Objective : To empirically investigate the relationship of Internal and external Customer satisfactions, service quality, and Customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of Internal and external Customer satisfactions, service quality, and Customer loyalty. To this end, a structural model was developed, consisting of the following factors: Internal and external Customer satisfactions, service quality, and Customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the Internal Customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external Customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external Customer satisfaction. Thirdly, the service quality of doctors and nurses affected both Internal and external Customer satisfactions, which ultimately affected the Customer loyalty. Finally the greater the external Customer satisfaction, the greater the Customer loyalty. Conclusion : This Study confirms the positive relationship among the Internal and external Customer satisfactions, service quality, and Customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and Customer loyalty relating to medical services.
Vargas Alfaro, Sandra Gladys - One of the best experts on this subject based on the ideXlab platform.
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La gestión de compras de una empresa del sector inmobiliario en el periodo 2016
Universidad Privada del Norte, 2020Co-Authors: Álvarez Hinsbi, Donald Yasmani, Vargas Alfaro, Sandra GladysAbstract:RESUMEN El presente trabajo de investigación tiene como objetivo principal determinar el impacto que causó la creación del proceso logístico orientado a la gestión de compras de una empresa del sector inmobiliario dedicada al arrendamiento de inmuebles. Por consiguiente, se realizó una investigación descriptiva de tipo transversal, para ello se necesitó conocer el desarrollo de la gestión de compras de una empresa en el sector inmobiliario, acto que se realizó a través de la observación y recopilación de datos históricos de diferentes fuentes de investigación confiables en repositorios, libros y artículos; utilizando palabras claves que tengan relación con el tema en mención. El desorden en las compras representa un problema para la organización debido a no contar con un adecuado proceso de compra que les permita identificar, controlar, medir e integrar para una adecuada gestión. Finalmente, se concluye que, adquiriendo competencias necesarias para diseñar un buen proceso de compras, compensa una adecuada adquisición oportuna de productos y servicios bajo los estándares de calidad del sector inmobiliario, obteniendo los resultados en las dimensiones analizadas de tiempo de atención con una media de 91.39%, eficacia de negociación con una media de 95.59% y la satisfacción del cliente interno con una media de 97.9%. PALABRAS CLAVE: gestión de compra, proceso de compra, control, optimización y planificación, integración estratégica de compra y estrategia competitiva de compra.ABSTRACT The main objective of this research work is to determine the impact caused by the creation of the logistics process oriented to the management of purchases of a company in the real estate sector dedicated to the leasing of real estate. Consequently, a descriptive cross-sectional research was carried out, for this it was necessary to know the development of the purchasing management of a company in the real estate sector, an act that was carried out through the observation and collection of historical data from different sources of information. reliable research in repositories, books and articles; using keywords that are related to the topic in question. The disorder in purchases represents a problem for the organization due to not having an adequate purchasing process that allows them to identify, control, measure and integrate for proper management. Finally, it is concluded that, by acquiring the necessary skills to design a good purchasing process, it compensates for an adequate timely acquisition of products and services under the quality standards of the real estate sector, obtaining the results in the analyzed dimensions of attention time with an average of 91.39%, negotiation efficiency with an average of 95.59% and Internal Customer satisfaction with an average of 97.9%. KEYWORDS: purchase management, purchase process, control, optimization and planning, strategic purchase integration and competitive purchase strategy
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La gestión de compras de una empresa del sector inmobiliario en el periodo 2016
Universidad Privada del Norte, 2020Co-Authors: Álvarez Hinsbi, Donald Yasmani, Vargas Alfaro, Sandra GladysAbstract:El presente trabajo de investigación tiene como objetivo principal determinar el impacto que causó la creación del proceso logístico orientado a la gestión de compras de una empresa del sector inmobiliario dedicada al arrendamiento de inmuebles. Por consiguiente, se realizó una investigación descriptiva de tipo transversal, para ello se necesitó conocer el desarrollo de la gestión de compras de una empresa en el sector inmobiliario, acto que se realizó a través de la observación y recopilación de datos históricos de diferentes fuentes de investigación confiables en repositorios, libros y artículos; utilizando palabras claves que tengan relación con el tema en mención. El desorden en las compras representa un problema para la organización debido a no contar con un adecuado proceso de compra que les permita identificar, controlar, medir e integrar para una adecuada gestión. Finalmente, se concluye que, adquiriendo competencias necesarias para diseñar un buen proceso de compras, compensa una adecuada adquisición oportuna de productos y servicios bajo los estándares de calidad del sector inmobiliario, obteniendo los resultados en las dimensiones analizadas de tiempo de atención con una media de 91.39%, eficacia de negociación con una media de 95.59% y la satisfacción del cliente interno con una media de 97.9%. PALABRAS CLAVE: gestión de compra, proceso de compra, control, optimización y planificación, integración estratégica de compra y estrategia competitiva de compra.The main objective of this research work is to determine the impact caused by the creation of the logistics process oriented to the management of purchases of a company in the real estate sector dedicated to the leasing of real estate. Consequently, a descriptive cross-sectional research was carried out, for this it was necessary to know the development of the purchasing management of a company in the real estate sector, an act that was carried out through the observation and collection of historical data from different sources of information. reliable research in repositories, books and articles; using keywords that are related to the topic in question. The disorder in purchases represents a problem for the organization due to not having an adequate purchasing process that allows them to identify, control, measure and integrate for proper management. Finally, it is concluded that, by acquiring the necessary skills to design a good purchasing process, it compensates for an adequate timely acquisition of products and services under the quality standards of the real estate sector, obtaining the results in the analyzed dimensions of attention time with an average of 91.39%, negotiation efficiency with an average of 95.59% and Internal Customer satisfaction with an average of 97.9%. KEYWORDS: purchase management, purchase process, control, optimization and planning, strategic purchase integration and competitive purchase strategy