• Abstract

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

    DOI 10.14210/alcance.v13n2.p185-206
    Published date: 05/08/2008
    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.

Revista Alcance

Revista Alcance is a Brazilian free access journal, published every four months, linked to the Graduate Program in Administration and the Professional Master’s degree in Administration, Internationalization and Logistics Program of the University of Vale do Itajaí – Univali. We seek to publish theoretical-empirical and technological articles in the areas of Business Administration. Different theoretical and methodological perspectives are welcome, as long as they are consistent with and relevant to the development of the area.

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