价值创造对墨西哥服务业社会企业客户的影响

Q4 Multidisciplinary Revista Lasallista de Investigacion Pub Date : 2022-06-17 DOI:10.22507/10.22507/rli.v19n1a6
J. Cavazos‐Arroyo, Rogelio Puente‐Díaz
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引用次数: 0

摘要

引言:社会企业在满足人的需求、创造社会价值的同时,更需要注重价值创造、客户满意度和忠诚度,因为这样可以促进与社会企业建立长期的关系,促进社会企业的生存。目的:本研究探讨了生活目的对客户价值创造的影响,以及它对两个位于墨西哥中东部城市普埃布拉和贾拉帕的服务行业社会企业客户满意度和忠诚度的影响。材料与方法:对392名活跃顾客进行解释性和横断面调查。采用结构方程模型,将所有变量视为潜在变量。结果:生活目标对顾客价值创造有显著正向影响。此外,顾客价值创造对顾客满意和忠诚有实质性的影响。结论:研究结果有助于理解以服务交付为重点的社会企业价值创造的复杂性,以及社会企业客户价值创造的性质和维度及其对客户保留的积极影响。研究结果可以帮助学术界和社会企业制定更好的战略,以满足属于弱势群体的消费者的需求
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Implications of Value Creation for Customers of Social Firms in the Service Sector in Mexico
Introduction: While social enterprises meet human needs and create social value, they need to focus on value creation, customer satisfaction, and loyalty, as they can facilitate the generation of long-term relationships with the social enterprise and its survival. Objective: This research explores the effect of life purpose on customer value creation and its influence on satisfaction and loyalty among customers of social firms operating in the service sector in two Mexican cities, Puebla and Jalapa, both located in the Centre-East of Mexico. Materials and methods: An explanatory and cross-sectional investigation was conducted with 392 active customers. Structural equation modelling was used treating all variables as latent. Results: It was found that purpose in life was a significant and positive antecedent of customer value creation. In addition, customer value creation had a substantial effect on customer satisfaction and loyalty. Conclusions: The findings have implications for understanding the complexity of value creation in social firms focused on the delivery of services and the nature and dimensionality of customer value creation for social enterprises and its positive impact on customer retention. The results can help academics and social enterprises to develop better strategies to meet the needs of consumers belonging to vulnerable groups
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来源期刊
Revista Lasallista de Investigacion
Revista Lasallista de Investigacion Multidisciplinary-Multidisciplinary
CiteScore
0.40
自引率
0.00%
发文量
36
期刊介绍: La Revista Lasallista de Investigación (ISSN: 1794 – 4449) – (ISSN (en línea): 2256 – 3938) es una revista con cobertura nacional e internacional que publica artículos en el el área de las Ciencias naturales, Ciencias Humanas y Sociales, entre otras, relativos a la investigación, desde diferentes disciplinas, siendo sometida toda publicación a verificación y cumplimiento de criterios de calidad y éticos. Es una publicación disciplinar y multidisciplinar editada por la Corporación Universitaria Lasallista, desde 2004 y está orientada a académicos, investigadores y científicos interesados en difundir su producción. Tiene versión impresa y electrónica de acceso abierto en la dirección http://repository.lasallista.edu.co:8080/ojs/index.php/rldi. Cabe anotar que los contenidos publicados en la revista son de libre acceso y no requieren ningún tipo de pago para su consulta. Para mayor Información comunicarse en la Corporación Universitaria Lasallista, PBX (057) 320 19 99 ext. 156. En la Revista se encuentran artículos en español, inglés y portugués, siendo publicados de manera eficiente artículos de investigación científica tecnológica, artículos de revisión, artículos breves, reportes de caso, cartas al editor, artículos de reflexión derivados de investigación, entre otros. La administración de los artículos se realiza en la plataforma de gestión de publicaciones (Open Journal System).
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