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¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios

  • Identification data

    Identifier: imarina:4123819
    Authors:
    del Mar Pàmies MRyan GValverde M
    Abstract:
    © 2018, Universidad Nacional de Colombia. All rights reserved. The purpose of this study is to provide an innovative view to the persistent problem of waiting times, analyzing consumers’ perceptions, in order to identify its possible causes. Waiting time is a common phenomenon linked to the delivery of goods and services that may have negative consequences for both companies and consumers. Generally, it has been thought that companies are to blame for waiting times. To study this issue we have used a qualitative methodology collecting data by means of 19 in-depth interviews and 7 personal logs. The results of this research show that companies are not the only ones to blame for waiting times. In many cases, consumers themselves are the cause of the problem, because, as an example, they are not prepared to receive the service or they all arrive at the same time. Additionally, it has been found that when the waiting time is caused by the company this may be due, on the one hand, to a poor management (because there is a lack of staff or because reducing waiting times is not a priority for the company), or due to the workers of the company (they are not well prepared for the job or they are absent), on the other. These results have a series of practical implications for companies, since they represent an extra challenge for waiting time management. Therefore, companies not only have to strive to manage and reduce waiting times, but also worry these are not caused by issues beyond their control, such as behaviors or attitudes of their workers or their customers.
  • Others:

    Author, as appears in the article.: del Mar Pàmies M; Ryan G; Valverde M
    Department: Gestió d'Empreses Gestió d'Empreses
    URV's Author/s: Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony / Valverde Aparicio, Mireia
    Keywords: Waiting time management Waiting time causes Waiting time Qualitative methodology
    Abstract: © 2018, Universidad Nacional de Colombia. All rights reserved. The purpose of this study is to provide an innovative view to the persistent problem of waiting times, analyzing consumers’ perceptions, in order to identify its possible causes. Waiting time is a common phenomenon linked to the delivery of goods and services that may have negative consequences for both companies and consumers. Generally, it has been thought that companies are to blame for waiting times. To study this issue we have used a qualitative methodology collecting data by means of 19 in-depth interviews and 7 personal logs. The results of this research show that companies are not the only ones to blame for waiting times. In many cases, consumers themselves are the cause of the problem, because, as an example, they are not prepared to receive the service or they all arrive at the same time. Additionally, it has been found that when the waiting time is caused by the company this may be due, on the one hand, to a poor management (because there is a lack of staff or because reducing waiting times is not a priority for the company), or due to the workers of the company (they are not well prepared for the job or they are absent), on the other. These results have a series of practical implications for companies, since they represent an extra challenge for waiting time management. Therefore, companies not only have to strive to manage and reduce waiting times, but also worry these are not caused by issues beyond their control, such as behaviors or attitudes of their workers or their customers.
    Thematic Areas: Strategy and management Sociology and political science Public administration Planejamento urbano e regional / demografia Marketing Management Interdisciplinar Engenharias iii Ciencias sociales Business Administração pública e de empresas, ciências contábeis e turismo Accounting
    licence for use: https://creativecommons.org/licenses/by/3.0/es/
    ISSN: 01215051
    Author's mail: mireia.valverde@urv.cat mar.pamies@urv.cat gerard.ryan@urv.cat
    Author identifier: 0000-0002-0174-3207 0000-0003-2648-7673 0000-0002-5008-9862
    Record's date: 2023-02-22
    Papper version: info:eu-repo/semantics/publishedVersion
    Link to the original source: http://www.scielo.org.co/scielo.php?script=sci_abstract&pid=S0121-50512018000100011
    Papper original source: Innovar: Revista De Ciencias Administrativas Y Sociales. 28 (67): 11-23
    APA: del Mar Pàmies M; Ryan G; Valverde M (2018). ¿De quién es la culpa? Un estudio exploratorio de las causas de la espera en los servicios. Innovar: Revista De Ciencias Administrativas Y Sociales, 28(67), 11-23. DOI: 10.15446/innovar.v28n67.68610
    Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
    Article's DOI: 10.15446/innovar.v28n67.68610
    Entity: Universitat Rovira i Virgili
    Journal publication year: 2018
    Publication Type: Journal Publications
  • Keywords:

    Accounting,Business,Management,Marketing,Public Administration,Sociology and Political Science,Strategy and Management
    Waiting time management
    Waiting time causes
    Waiting time
    Qualitative methodology
    Strategy and management
    Sociology and political science
    Public administration
    Planejamento urbano e regional / demografia
    Marketing
    Management
    Interdisciplinar
    Engenharias iii
    Ciencias sociales
    Business
    Administração pública e de empresas, ciências contábeis e turismo
    Accounting
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