Resumo

MALDONADO GUZMAN, Gonzalo. The relationship between directive ability and customer satisfaction in the Spain furniture industry: An empirical study. Contad. Adm [online]. 2012, vol.57, n.3, pp.41-65. ISSN 0186-1042.

In a highly competitive and globalized market in which firms are nowadays competing, managers' directive abilities are an intangible element highly valued by employers. Even more, customer satisfaction is one of the main strategies of enterprises. For that reason, this paper aims to analyze the effects of logistics managers' directive abilities on customer satisfaction of the firms that integrate the Spain furniture industry. The empiric analysis was carried out on a sample of 322 furniture manufacturers with twenty or more employees and with at least one export transaction and/or having participated in the Valencia Furniture International Fair, editions 2005 and/or 2006. The results showed that the experience, abilities and formation have a positive impact on the logistics managers' performance, which, in turn, has a positive impact on directive abilities and, ultimately, directive abilities have a positive impact on customer satisfaction.

Palavras-chave : experience; abilities; education; performance; directive abilities; customer satisfaction.

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