THE USE OF THE VALUE SHOP IN THE ANALYSIS OF VALUE CREATION IN THE CLIENT'S PERCEPTION: AN APPLICATION TO MEDICAL-HOSPITAL SERVICES

Authors

  • José Carlos Thomaz Universidade Presbiteriana Mackenzie-SP
  • Eliane Pereira Zamith Brito Universidade Presbiteriana Mackenzie - S

DOI:

https://doi.org/10.14210/alcance.v13n2.p185-206

Abstract

Stabell and Fjeldstad (1998) propose the concept of value shop to analyze business which relies heavily on knowledge in the delivery of value to the clients. This study sought to explore this concept in a hospital service, and determine which categories of activities define the client's perception of satisfaction. A survey was carried out in two stages, in a hospital. The purpose of the first stage was to understand the process of service provision analyzed, and the second, to evaluate the client's perception of value creation in this process. The results present the use of the value shop for the type of service selected, and show that only the variables related to operational treatment are significant in the creation of value for the client.

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Published

2008-08-05

Issue

Vol. 13 No. 2(Mai-Ago) (2006)

Section

Article

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