Amparo Cervera Taulet

Relationships among customer orientation, service orientation and job satisfaction in financial services

Purpose – The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.Design/methodology/approach – After the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.Findings – Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive asso...

Orientación al mercado y administración póblica local determinación de un modelo teórico y de medición

ResumenEl objetivo del presente trabajo consiste en vincular la investigación sobre orientación al mercado desde el ámbito del Marketing con las propuestas de reforma y modernizacián realizadas desde las esferas administrativa y política para el desarrollo de un modelo de orientación al mercado o al servicio del póblico en las administraciones póblicas locales.Sobre la base de una perspectiva comportamental, este trabajo proyecta las acciones constitutivas de la orientación al mercado (generación de información, diseminación y respuesta) a la realidad de las instituciones públicas democrúticas, y aplica un úndice de medición al contexto de la administración póblica local espaóola con datos de encuesta Finalmente, en las conclusiones se abren líneas futuras de investigaciínAbstractThe aim of this work is to link research on market orientation in the field of Marketing with the proposals of reform and modernization made in the administrative and political sphere in order to develop a marketing orientated -or public service orientated-model in local governments.On the basis of a behavioural approach, this work puts across actions relating market orientation (information generation, dissemination and response) to democratic public institutions and provides an index which is used to measure market orientation levels achieved by Spanish local governments. Finally, conclusions provide future research guidelines

An Approach to Measuring Perceived Quality of Life in the City Through a Formative Multidimensional Perspective

Cities compete to attract multinational companies, more tourism flows and to improve the quality of life of citizens. From a public service orientation, perceived quality of life should become a strategic input. In the last decades, scientists offered several alternative approaches to defining and measuring quality of life: social indicators, subjective measures and economic indices all with their strengths and weaknesses. This chapter conceptualizes and operationalizes perceived quality of life in the city from the perspective of its residents, proposing and validating a new measure with six dimensions through a formative index. The conceptual model and the hypotheses are tested using Partial Least Squares approach to Structural Equation Models based on 200 personal interviews to Italian residents from Latina. The results corroborate that residents’ perceived quality of life can be measured with a formative construct with six dimensions: perceived standard of living, quality of health care, educational services, perception of safety, infrastructure and environment. All dimensions are decisive in the city perceived quality of life formation. The key benefit derived from this framework is that it provides a more robust model for understanding the dynamics of this variable. The paper concludes by considering the implications for academics and authorities responsible for the strategic management of cities committed with a public service orientation.