Organizational learning as a tool to evaluate and manage value added on optician services [electronic resource] / Juan Gabriel Cegarra Navarro.

Cegarra Navarro, Juan Gabriel.
Bib ID
vtls001066031
出版項
Ann Arbor, Mich. : ProQuest Information and learning
稽核項
414 p.
電子版
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$a Cegarra Navarro, Juan Gabriel.
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$a Organizational learning as a tool to evaluate and manage value added on optician services $h [electronic resource] / $c Juan Gabriel Cegarra Navarro.
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$a Ann Arbor, Mich. : $b ProQuest Information and learning
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$a 414 p.
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$a Source: Dissertation Abstracts International, Volume: 64-05, Section: A, page: 1777.
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$a Director:  Beatriz Rodrigo Moya.
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$a Thesis (Dr.)--Universidad Politecnica de Cartagena (Spain), 2002.
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$a A loyal customer is one maintains collaboration relations based on compromise and a mutual trust an organization, renouncing the comparation and concentrating their time and other resources in the relation established. Through loyalty of customers, organisations will sure a purchase repetition and recover the investment that has been done to get and maintain customers.
520
$a On the other hand, fact such as the coming of new products and substitutive services, the most information and looking for tangible advantages in the relation by customers, explain why, in spite of evident improving in quality of manufactured goods, prices depreciable increase and rhetoric about the need of treating customers well, seven out of ten clients move from one organisation to its competitors.
520
$a According to Frederick (1996), loyal customers is not an end by itself, but a way to improve profitability, in the author's opinion the increase of 5% loyalty rate suppose an increase between 40 and 60% business performance. Beside of all said, organisations are dedicating their time in indiscriminate hunting of customers instead of learning from their profitable clients.
520
$a The aims of this research are; firstly to introduce a theoretical argument of relational learning; secondly four common learning orientations to capture customers knowledge are introduced to learn from customers; and thirdly, we will measure the relative importance and significative of these orientations in relational learning process.
520
$a In this mission, the research is structured in four parts; in the first, a theoretical perspective is introduced to show us a reference point about relational learning; secondly, a relational learning process is explained as the clue to enlarge customer loyalty; thirdly, four indexes will be used to measure the relative importance of learning orientations (personnel satisfaction, service quality, customer communication and customer relationship) in every phase of the relational learning process, to do this, we use data collected from optician and optometric sector from Murcia Spain; finally, in conclusions and results will be showed, and some aspects about relational learning will be introduced.
653
$a Health Sciences, Ophthalmology.
653
$a Economics, Commerce-Business.
653
$a Health Sciences, Health Care Management.
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$a Universidad Politecnica de Cartagena (Spain).
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$a Spanish
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摘要
A loyal customer is one maintains collaboration relations based on compromise and a mutual trust an organization, renouncing the comparation and concentrating their time and other resources in the relation established. Through loyalty of customers, organisations will sure a purchase repetition and recover the investment that has been done to get and maintain customers.
On the other hand, fact such as the coming of new products and substitutive services, the most information and looking for tangible advantages in the relation by customers, explain why, in spite of evident improving in quality of manufactured goods, prices depreciable increase and rhetoric about the need of treating customers well, seven out of ten clients move from one organisation to its competitors.
According to Frederick (1996), loyal customers is not an end by itself, but a way to improve profitability, in the author's opinion the increase of 5% loyalty rate suppose an increase between 40 and 60% business performance. Beside of all said, organisations are dedicating their time in indiscriminate hunting of customers instead of learning from their profitable clients.
The aims of this research are; firstly to introduce a theoretical argument of relational learning; secondly four common learning orientations to capture customers knowledge are introduced to learn from customers; and thirdly, we will measure the relative importance and significative of these orientations in relational learning process.
In this mission, the research is structured in four parts; in the first, a theoretical perspective is introduced to show us a reference point about relational learning; secondly, a relational learning process is explained as the clue to enlarge customer loyalty; thirdly, four indexes will be used to measure the relative importance of learning orientations (personnel satisfaction, service quality, customer communication and customer relationship) in every phase of the relational learning process, to do this, we use data collected from optician and optometric sector from Murcia Spain; finally, in conclusions and results will be showed, and some aspects about relational learning will be introduced.
附註
Source: Dissertation Abstracts International, Volume: 64-05, Section: A, page: 1777.
Director: Beatriz Rodrigo Moya.
Thesis (Dr.)--Universidad Politecnica de Cartagena (Spain), 2002.
合著者
ISBN/ISSN
9780493052151