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

  • Datos identificativos

    Identificador: imarina:4123819
    Autores:
    del Mar Pàmies MRyan GValverde M
    Resumen:
    © 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.
  • Otros:

    Autor según el artículo: del Mar Pàmies M; Ryan G; Valverde M
    Departamento: Gestió d'Empreses Gestió d'Empreses
    Autor/es de la URV: Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony / Valverde Aparicio, Mireia
    Palabras clave: Waiting time management Waiting time causes Waiting time Qualitative methodology
    Resumen: © 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.
    Áreas temáticas: 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
    Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
    ISSN: 01215051
    Direcció de correo del autor: mireia.valverde@urv.cat mar.pamies@urv.cat gerard.ryan@urv.cat
    Identificador del autor: 0000-0002-0174-3207 0000-0003-2648-7673 0000-0002-5008-9862
    Fecha de alta del registro: 2023-02-22
    Versión del articulo depositado: info:eu-repo/semantics/publishedVersion
    Enlace a la fuente original: http://www.scielo.org.co/scielo.php?script=sci_abstract&pid=S0121-50512018000100011
    Referencia al articulo segun fuente origial: Innovar: Revista De Ciencias Administrativas Y Sociales. 28 (67): 11-23
    Referencia de l'ítem segons les normes 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
    URL Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
    DOI del artículo: 10.15446/innovar.v28n67.68610
    Entidad: Universitat Rovira i Virgili
    Año de publicación de la revista: 2018
    Tipo de publicación: Journal Publications
  • Palabras clave:

    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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