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

Alvarez, Thais; Mijares, Brizeida; Zambrano, Egilde
January 2013
Revista Telos;ene-abr2013, Vol. 15 Issue 1, p13
Academic Journal
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.


Related Articles

  • Space: the final frontier. Davies, Malory // Logistics Manager;Dec2013, p23 

    The article focuses on the advantages of maximising the space in warehouse. An overview of an exclusive reader survey conducted by the periodical "Logistics Manager," which revealed that warehouse truck buyers are considering the maximisation of space in the warehouse. Also mentioned are the key...

  • L'impact des nouvelles mesures législatives et règlementaires sur la fiabilité de la notation de crédit. Bouguerra, Faïza // Revue des Sciences de Gestion;sep/dec2013, Vol. 48 Issue 263/264, p57 

    Further to the series of financial blunders that punctuated the early twenty-first century and the current financial environment marked by a crisis of confidence with respect to regulation systems of capital markets, this article feeds the debate on the reliability of rating as measuring...

  • Establishing the Logistic System of Tool Management in Russian Industrial Enterprises. Khmelnitskaya, Zinaida B.; Nikiforova, Yuliya V. // Izvestia Uralskogo Gosudarstvennogo Ekonomiceskogo Universiteta;2014, Vol. 56 Issue 6, p95 

    The authors suggest a methodological approach to establishing a logistic system of tool management in industrial enterprises using a target program method. The definition of a logistic system of tool management in industrial enterprises according to the essence of this phenomenon is proposed....

  • COMPLEX MARKETING COMMUNICATION IN THE SUPPLY CHAIN. Kovalchuk, S.; Hmarska, I. // Advanced Science Journal;2014, Vol. 2014 Issue 11, p73 

    The article studies the theoretical aspects of managing the relations in the supply chain of industrial companies and analyzes the significant for home companies' fields of managing the supply chains and factors that favor the establishment of integrated relations between companies.

  • RELIABILISM LEVELED. Vogel, Jonathan // Journal of Philosophy;Nov2000, Vol. 97 Issue 11, p602 

    Distinguishes two versions of reliabilism, namely, neighborhood reliabilism and counterfactual reliabilism. Different forms of reliabilism about knowledge; Principal motivation for adopting reliabilism; Importance of the idea that truth is the ultimate epistemic norm; Rationale for giving up...

  • WRITE ON INTEGRITY. Kim, Leah // Creative Kids;Spring2013, Vol. 31 Issue 3, p6 

    The article presents the author's views on integrity which is defined as doing the right thing, even when no one is watching.

  • THE TRUST TEST.  // O, The Oprah Magazine;Mar2009, Vol. 10 Issue 3, p168 

    A quiz concerning the trust and reliability of a person is presented.

  • Are You Too Dependent on Your Friends? Jung, Helin // Cosmopolitan;Apr2013, Vol. 254 Issue 4, p224 

    A quiz concerning the dependency of one on their friends is presented.

  • ON THE FAR REACHING EFFECTS OF USING BIASED ESTIMATES OF SCORE RELIABILITY: AN EXAMINATION.... Becker, Gilbert // Psychological Reports;Oct2001, Vol. 89 Issue 2, p291 

    Focuses on the far reaching effects of biased estimates for score reliability. Role of violations of the assumption of essential equivalence in producing overestimates; Effects of correlated errors among measurement; Lack of understanding on the ubiquity of circumstances.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics