La relación entre la habilidad directiva y la satisfacción de los clientes en la industria del mueble de España Un estudio empírico

Maldonado Guzmán Gonzalo ()
Additional contact information
Maldonado Guzmán Gonzalo: Universidad Autónoma de Aguascalientes

Contaduría y Administración, 2012, vol. 57, issue 3, 41-65

Abstract: In a highly competitive and globalized market in which firms are nowadays competing, managers’ directive abilities are an intangible element highly valued by employers. Even more, customer satisfaction is one of the main strategies of enterprises. For that reason, this paper aims to analyze the effects of logistics managers’ directive abilities on customer satisfaction of the firms that integrate the Spain furniture industry. The empiric analysis was carried out on a sample of 322 furniture manufacturers with twenty or more employees and with at least one export transaction and/or having participated in the Valencia Furniture International Fair, editions 2005 and/or 2006. The results showed that the experience, abilities and formation have a positive impact on the logistics managers’ performance, which, in turn, has a positive impact on directive abilities and, ultimately, directive abilities have a positive impact on customer satisfaction.

Keywords: experiencia; habilidades; desempeño; capacidad directiva; satisfacción de los clientes (search for similar items in EconPapers)
Date: 2012
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.revistas.unam.mx/index.php/rca/article/viewFile/32178/29616 (application/pdf)
http://contaduriayadministracionunam.mx/articulo-2-275-32.html (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:nax:conyad:v:57:y:2012:i:3:p:41-65

Access Statistics for this article

Contaduría y Administración is currently edited by Francisco López-Herrera (Editors in Chief)

More articles in Contaduría y Administración from Accounting and Management Contact information at EDIRC.
Bibliographic data for series maintained by Alberto García-Narvaez (Technical Editor) ().