Evaluación del desempeño organizacional a través del enfoque del ábaco de regnier: un análisis comparativo entre empresas del sector servicios
Keywords:
organizational performance, consulting services, tourism services, service quality, innovation, customer satisfaction, business competitiveness, sectoral challenges.Abstract
This study examines organizational performance in service sectors by evaluating specific companies in key areas such as financial performance, operational efficiency, and innovation. The methodology that this study adopts was a mixed perspective, mixing qualitative and quantitative methods. The results show that, while some companies excel in areas such as innovation and service quality, others face significant challenges, particularly in financial performance and customer satisfaction. These findings highlight the importance of addressing areas of poor performance to improve business competitiveness. In this sense, the study offers a guide for strategic decision-making, identifying specific sector challenges and providing a basis for future research in the context of services. Likewise, the relevance of aspects such as service quality and innovation in business competitiveness is highlighted and contributes to business knowledge in this area.
References
Amoako, G., Caesar, L., Dzogbenuku, R., & Bonsu, G. (2023). Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110-130.
Angouri, J., & Litoselliti, L. (2018). Quantitative, qualitative, mixed or holistic research? Combining methods in linguistic research. Research methods in linguistics, 35-55.
Benková, E., Gallo, P., Balogová, B., & Nemec, J. (2020). Factors affecting the use of balanced scorecard in measuring company performance. Sustainability, 12(3), 1178.
Bocken, N., & Geradts, T. (2020). Barriers and drivers to sustainable business model innovation: Organization design and dynamic capabilities. Long range planning, 53(4), 101950.
Charles, M., & Ochieng, S. (2023). Strategic outsourcing and firm performance: a review of literature. International Journal of Social Science and Humanities Research (IJSSHR) ISSN 2959-7056 (o); 2959-7048 (p), 1(1), , 20-29.
Cantillo Campo, N., Pedraza Reyes, C., & Suarez Barros, H. (2020). Estrategias de marketing como factor de percepción de los clientes del sector farmacéutico del departamento de la Guajira. Aglala, 11(1), 33–46. Recuperado a partir de https://revistas.uninunez.edu.co/index.php/aglala/article/view/1561
Darmawan, D. (2024). Distribution of Six Major Factors Enhancing Organizational Effectiveness. Journal of Distribution Science, 22(4), 47-58.
De La Hoz Suárez, A., Urzola Berrío, H., & De La Hoz Suárez, B. (2021). Gestión operativa ante evento disruptivo covid-19 en comercializadoras de productos ferreteros, construcción, del hogar en Sincelejo. Conocimiento Global, 6(S1), 218-232. Recuperado a partir de https://conocimientoglobal.org/revista/index.php/cglobal/article/view/141
Dissanayake,, D., & Weerasinghe, D. (2021). Towards circular economy in fashion: Review of strategies, barriers and enablers. Circular Economy and Sustainability, , 1-21.
Garrido-Moreno, A., Martín-Rojas, R., & García-Morales, V. (2024). The key role of innovation and organizational resilience in improving business performance: A mixed-methods approach. International Journal of Information Management, 77, 102777.
Hallencreutz, J., & Parmler, J. (2021). Important drivers for customer satisfaction–from product focus to image and service quality. Total quality management & business excellence, 32(5-6), 501-510.
Jovanovic, M., Sjödin, D., & Parida, V. (2022). Co-evolution of platform architecture, platform services, and platform governance: Expanding the platform value of industrial digital platforms. Technovation, 118, 102218.
Khan, R., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1-26.
Mendoza-Silva, A. (2021). Innovation capability: a systematic literature review. . European Journal of Innovation Management, 24(3), 707-734.
Mohajan, H. (2020). Quantitative research: A successful investigation in natural and social sciences. Journal of Economic Development, Environment and People, 9(4), 50-79.
Nguyen, D., Pham, V., Tran, D., & Pham, D. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395-405.
Omoush, M. (2020). Investigation the relationship between supply chain management activities and operational performance: Testing the mediating role of strategic agility-a practical study on the pharmaceutical companies. International Business Research13(2), 1-74.
Osazefua, J. (2020). Managers’ financial practices and financial sustainability of Nigerian manufacturing companies: Which ratios matter most?. Cogent Economics & Finance, 8(1), 1724241.
Paipa-Galeano, L., Bernal-Torres, C., Otálora, L., Nezhad, Y., & González-Blanco, H. (2020). Key lessons to maintain continuous improvement: A case study of four companies. Journal of Industrial Engineering and Management, 13(1), 195-211.
Panno, A. (2020). Performance measurement and management in small companies of the service sector; evidence from a sample of Italian hotels. Measuring business excellence, 24(2), 133-160.
Permana, A., Purba, H., & Rizkiyah, N. (2021). A systematic literature review of Total Quality Management (TQM) implementation in the organization. International Journal of Production Management and Engineering, 9(1), 25-36.
Ruiz Cabezas, M., García Moreno, A., Martínez Zabaleta, M., & Vidal Tovar, C. (2020). La gestión del conocimiento en las empresas cooperativas. Conocimiento Global, 5(2), 53-69. Recuperado a partir de https://conocimientoglobal.org/revista/index.php/cglobal/article/view/103
Sambunjak, D., Straus, S., & Marusic, A. (2010). A systematic review of qualitative research on the meaning and characteristics of mentoring in academic medicine. Journal of general internal medicine, 25, 72-78.
Schmidt, S., & von der Oelsnitz, D. (2020). Innovative business development: identifying and supporting future radical innovators. Leadership, Education, Personality: An Interdisciplinary Journal, 2(1), 9-21.
Srivastava, V., Kishore, S., & Dhingra, D. (2021). Technology and the future of customer experience. In Crafting customer experience strategy. Emerald Publishing Limited., 91-116.
Downloads
Published
Issue
Section
License
Authors who publish in this journal agree to the following terms:
a. Authors give their rights to the article in a non-exclusive way for the magazine to be published for the first time by the journal as well as licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of authorship of work and initial publication in this magazine.
b. Authors can establish separate additional agreements for non-exclusive distribution of the version of the work published in the journal (for example, to an institutional repository or to publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are allowed and encouraged to disseminate their work electronically (e.g., in institutional repositories or your own website) prior to and during the submission process, as it can lead to productive exchanges, as well as a citation more early and most of published work (See the Effect of Open Access) (in English).
