L'incidenza della professionalità sul valore percepito dal cliente e sulla sua soddisfazione durante il service encounter

Obiettivo del paper: Il lavoro propone un framework concettuale per comprendere come la professionalit(variabile esplicativa) incida sul valore percepito dal cliente e sul suo livello di soddisfazione (variabili esplicate).

Metodologia: Lanalisi poggia essenzialmente sulla review della letteratura in tema di professionalit considerando il filone di ricerca del service human resource management.

Risultati: Il paper chiarisce da un punto di vista teorico in che cosa consiste la professionalitdel personale, definendo le possibili dimensioni a fondamento del costrutto, ed evidenzia lincidenza della professionalitsul valore percepito dal cliente e sulla sua soddisfazione durante il service encounter.

Limiti del lavoro: assente la validazione empirica del modello concettuale proposto poichil lavoro nasce come contributo teorico.

Implicazioni manageriali: Attraverso il modello proposto, possibile testare il livello di professionalitdel fornitore del servizio, verificare il customer orientation aziendale in grado di moderare la relazione tra professionalite valore percepito, insieme al livello di soddisfazione, e creare azioni mirate a monitorare e a migliorare il customer orientation, oltre che utilizzarlo in fase di recruiting.

Originalità del paper: Questo paper uno dei primi tentativi di ricerca volti a fornire nella letteratura di service management una sistematizzazione teorica del concetto di professionalitdel fornitore del servizio in una prospettiva di valore percepito dal cliente e sua soddisfazione.

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