Resumo

DORIA MENDOZA, Francisco Javier; ALVAREZ HERRERA, Maritza  e  PEDRAZA MELO, Norma Angélica. Mediation of customer value in pharmacies of Ciudad Victoria, Tamaulipas. Investig. adm. [online]. 2019, vol.48, n.123. ISSN 2448-7678.

Objective: to analyze the relation of the logistic capacities in the financial performance of the pharmacies of Ciudad Victoria, Tamaulipas, from a mediation of the Value to the client. Research method: The approach is quantitative, applying a survey of 24 items on a Likert scale to the managers of a sample of 70 pharmacies and a regression analysis with mediation was carried out. Results and findings: The capabilities of order delivery, technology, quality, logistics service and process flexibility were found in the analyzed pharmacies and it was observed that the Technology, Delivery and Logistics Service capabilities have a positive and significant effect with the Financial Performance, and that they manage to be mediated by Value to the client. Originality and limitations: the present study represents a first approach to this type of organizations at the local level, the main limitation was the lack of resources to carry out the study at a regional level.

Palavras-chave : Logistic capabilities; pharmacies; financial performance; customer value; Tamaulipas; Mexico.

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