Essays about: "Aarón Rodríguez Delgado"

Found 1 essay containing the words Aarón Rodríguez Delgado.

  1. 1. Linking employee empowerment and customer perceptions of service quality : Evidence from a Mexican medical retailing company

    University essay from Företagsekonomiska institutionen

    Author : Aarón Rodríguez Delgado; Evgeny Korshenko; [2013]
    Keywords : Employee empowerment; customer perception; service quality; service encounters; frontline employees; service interactions; service delivery; health industry; retailers; Mexico;

    Abstract : Purpose: The aim of the study is to gain a holistic understanding of the reflection ofemployee empowerment practiced in the customer's perception of service quality in serviceencounters. Research Method: Exploratory research method based on a single case study Results: Through the analysis of both primary and secondary data, it has been found thatemployee empowerment practice is reflected in customer perception of service quality through improved service delivery provided by empowered frontline employees. READ MORE