TITLE

Sentido de compromiso en la atención al cliente interno de la gerencia de servicios logísticos PDVSA Occidente

AUTHOR(S)
Alvarez, Thais; Mijares, Brizeida; Zambrano, Egilde
PUB. DATE
January 2013
SOURCE
Revista Telos;ene-abr2013, Vol. 15 Issue 1, p13
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This study characterized the sense of commitment to internal client service in logistics management at PDVSA West. It was based on work by Kinsey (2001), Robbins (2001, 2002) and Cottle (2005), among others. The design was non-experimental, cross-sectional and descriptive. The population consisted of 17 directors of the management under study. Data was collected with the SE-COMAC.2008 instrument, which yielded a reliability of 0.94, determined using the alpha Cronbach coefFicient. The overall result showed a high sense of commitment; however, within this apparent strength, flaws that require further analysis were found in some specific indicators. Conclusions were that indicators such as enthusiasm, empathy and response capacity are not completely defined in terms of their proper development and implementation, while reliability and individual goals for the job as an indicator of management commitment are in poor condition. These flndings permit deducing that the internal client is each and every member of the company, and the value of the product or service offered by the organization as well as the fundamental importance that each person has as a representative of the company, must be sold to them first.
ACCESSION #
87645890

 

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