L’incidenza della professionalità sul valore percepito dal cliente e sulla sua soddisfazione durante il service encounter (The impact of professionalism on the value perceived by the client and on his satisfaction during the service encounter)

  • Angelo Bonfanti
  • Giorgia D'Allura
Keywords: professionalism, service human resource management, customer perceived value, customer satisfaction, customer orientation

Abstract


Purpose of the paper: The paper suggests a conceptual framework to advance the understanding about how the professionalism (independent variable) influences the customer’s value (first dependent variable) and the level of satisfaction (second dependent variables).
Methodology: Our analysis is grounded on the literature review on professionalism from the service human resource management perspective.
Findings: From a theoretical point of view our paper explains the professionalism concept and provides a first definition of the drivers of this construct. Moreover, we analyze the influence of professionalism on both the customer perceived value and customer satisfaction during the service encounters.
Research limitations: Our conceptual framework is not yet empirically validated.
Managerial implications: The model proposed presents some managerial implications. It allows: 1) to test the level of service provider’s professionalism; 2) to investigate how the company's customer orientation moderates the relationship between perceived value and professionalism along with the satisfaction level; 3) to create actions to monitor and improve customer orientation as well as use the same indication in the recruiting process.
Originality of the paper: This paper is one of the first efforts in order to provide a theoretical analysis of the professionalism concept with the aim to assess the role of the service provider on the customer perceived value and customer satisfaction.

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Published
2014-12-30