Title |
Behavior of Internal Customer in Family Business: Strategies and Actions for Improving Their Satisfaction
|
---|---|
Published in |
Frontiers in Psychology, July 2017
|
DOI | 10.3389/fpsyg.2017.01266 |
Pubmed ID | |
Authors |
Santiago Gutiérrez-Broncano, Pedro Jiménez-Estévez, María Del Carmen Zabala-Baños |
Abstract |
Determining the relevant aspects of family businesses (FBs) that make them increasingly competitive is the main objective of researchers in this field. Despite this, there is little empirical literature on the behavior of the internal customer (IC) in FBs or how businesses increase their satisfaction. Basing our work on psychological theories and with both quantitative and qualitative information from 31 semi-structured interviews, this work establishes certain characteristics of the ICs of the FB and proposes a series of guidelines for increasing their satisfaction, thereby facilitating the continuity of this type of business. FBs that are able to understand that the motivation of their ICs is more important than other qualities, and that this requires a more comprehensive management will be able to get sustainable competitive advantages in the future. |
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United States | 1 | 50% |
Switzerland | 1 | 50% |
Demographic breakdown
Type | Count | As % |
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Members of the public | 2 | 100% |
Mendeley readers
Geographical breakdown
Country | Count | As % |
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Unknown | 38 | 100% |
Demographic breakdown
Readers by professional status | Count | As % |
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Student > Ph. D. Student | 8 | 21% |
Student > Doctoral Student | 4 | 11% |
Lecturer | 3 | 8% |
Professor > Associate Professor | 3 | 8% |
Researcher | 3 | 8% |
Other | 7 | 18% |
Unknown | 10 | 26% |
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Sports and Recreations | 1 | 3% |
Other | 3 | 8% |
Unknown | 11 | 29% |