Mónica Blanco Jiménez

Critical Service Success Factors at Small Business Development Centers for Job Creation: Documentary Research

This article is a documentary research on the critical service-success factors at Small Business Development Centers for job creation. It is an international comparative study in the agro-business mechanical sector in the United States of America, Brazil, Chile and Mexico. Firstly the state of the art of Small Business Development Centers in each country is depicted as a direct result of small business policies in each country. Next an explanation of the rationale behind choosing the agro-business sector is presented. Lastly, a description of the common elements found in the literature review are recounted as critical success factors in jobs creation at Small Business Development Centers, namely: quality, continuation and pertinence in the services provided; the profile of business consultants; the service cost; accessibility of the center; physical spaces and marketing and promotion of the center.

Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente

The aim of this article is to analyze the customer satisfaction theory, models and strategies in order to identify key factors that lead to design an integrated theoretical customer satisfaction model, that can be used as a competitive advantage tool to translate the voice of the customer into parameters for manufacturing and delivery that meets customer needs. This model is a theoretical approximation that contributes to improve organization’s performance thru customer satisfaction and loyalty. This article identifies the main drivers of customer satisfaction and offers an interrelation matrix-model that links key items to business performance. This is one of the first conceptual analysis that extracts the main theoretical models and correlates them into single model focus on customer satisfaction.