The development of new services, customer orientation, professional skills and customer retention in health services
As the competitiveness in all markets grows on a daily basis, the Development of New Services (DNS) plays a key role in creating performance and competitive advantage for service providers. In the present study, a Theoretical Model was elaborated and tested, considering the Client Orientation, Profe...
| Authors: | , |
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| Format: | article |
| Status: | Published version |
| Publication Date: | 2020 |
| Country: | Brasil |
| Institution: | Centro Universitário de Belo Horizonte (UNIBH) |
| Repository: | Revista e-xacta |
| Language: | Portuguese |
| OAI Identifier: | oai:ojs.periodicos.uninove.br:article/16274 |
| Online Access: | https://periodicos.uninove.br/exacta/article/view/16274 |
| Access Level: | Open access |
| Keyword: | New Services Development (NSD) Customer orientation Professional skills Customer retention Health. Desenvolvimento de Novos Serviços (DNS) Orientação para o Cliente Competências profissionais Retenção de Clientes Saúde. |
| Summary: | As the competitiveness in all markets grows on a daily basis, the Development of New Services (DNS) plays a key role in creating performance and competitive advantage for service providers. In the present study, a Theoretical Model was elaborated and tested, considering the Client Orientation, Professional Skills and Customer Retention as consequent constructs of the DNS.The sample comprised clients of the private health plans and consisted of 247 valid cases. For the analysis of the data, multivariate statistical techniques were used, through the modeling of structural equations. The results found evidenced the significant relationships between the DNS results, which affect the success of the new services launched by the health plan operator, based on the clients' perception. The new services can result in greater organizational performance and greater competitiveness for health service providers. |
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