Abstract

PINEDA ZAPATA, Uriel Fernando  and  GARCIA DELGADO, Raúl. Analysis of the Components of the Operations Strategy with a Service Approach. Pensam. gest. [online]. 2020, n.49, pp.90-119.  Epub Oct 31, 2021. ISSN 1657-6276.

This paper aims to bring light on the question of what are the components of the operations strategy that can support service control and customer orientation, to gradually achieve high standards in service delivery, in line with changes in the market, and within the corporate value chain. For this, an exploratory investigation was carried out, using the inductive method through Exploratory Factor Analysis with the Promax oblique rotation model.

The exploratory type inquiries were made to 43 companies through convenience sampling in the Valle del Cauca region. Mainly, companies of the services sector, of some consolidation in the market, and that would facilitate the application of a face-to-face and quality survey to the management personnel, were selected.

As a result, the foundations are left for a conceptual model that contributes to the control of the Operations Strategy, so that it is possible to conceive the value for the client, from an operations strategy based on the service quality attributes and is based on the underlying factors found in the explored model, such as: service control, customer-oriented facility management, information systems and associated technologies. As a perspective, there is a need for Confirmatory Factor Analysis, with a larger sample size for service organizations with experience in the market.

Keywords : Service; Operations Strategy; Value Perception; Exploratory Factor Analysis; Capability Approach; Service Marketing.

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