Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Brazilian Journal of Operations & Production Management (Online) |
Texto Completo: | https://bjopm.org.br/bjopm/article/view/1565 |
Resumo: | Highlights: Studies on business incubation reveal that little is known about what incubatees really want and need. What are their challenges? Are the available resources adequate to meet them? This work attempts to find methods to assist in answering these questions. Goal: The present study investigates the suitability of resources supplied by incubators to the needs of incubated firms with the goal of proposing a methodology to assess resources’ customer satisfaction and identify opportunities for satisfaction enhancement. Design/Methodology/Approach: The methodology integrates the research on Models and Typologies of incubators with the Resource-Based View and adopts a comparative customer-supplier framework aiming to enable a systemic approach to customer satisfaction. For validation purposes, empirical investigation was conducted in an incubator located in the metropolitan region of Rio de Janeiro, Brazil. Field investigation adopted mixed methods through semi-structured interviews and convenience sample selection. Results: The empirical testing shows the methodology meets its purposes. Findings on customer satisfaction indicate three clear opportunities towards its enhancement. Limitations of the investigation: The methodology was validated in one incubator with small population and sample. Practical Implications: The methodology applied to a single incubator provides in-house reference to satisfaction enhancement. Aiming further-reaching initiatives, the methodology should be evaluated on larger samples and tailored to address cross-incubator comparison. Originality/ Value: The method combines two stablished theoretical strands on incubation with a comparative customer-supplier approach. The resultant framework enables a systemic approach to customer satisfaction grounded in a set of field survey-collected information. |
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Brazilian Journal of Operations & Production Management (Online) |
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Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business IncubatorsEnglish: EnglishBusiness IncubatorsMethodologyModels and TypologiesResource Based ViewEntrepreneurshipCustomer Satisfaction AssessmentEnglishHighlights: Studies on business incubation reveal that little is known about what incubatees really want and need. What are their challenges? Are the available resources adequate to meet them? This work attempts to find methods to assist in answering these questions. Goal: The present study investigates the suitability of resources supplied by incubators to the needs of incubated firms with the goal of proposing a methodology to assess resources’ customer satisfaction and identify opportunities for satisfaction enhancement. Design/Methodology/Approach: The methodology integrates the research on Models and Typologies of incubators with the Resource-Based View and adopts a comparative customer-supplier framework aiming to enable a systemic approach to customer satisfaction. For validation purposes, empirical investigation was conducted in an incubator located in the metropolitan region of Rio de Janeiro, Brazil. Field investigation adopted mixed methods through semi-structured interviews and convenience sample selection. Results: The empirical testing shows the methodology meets its purposes. Findings on customer satisfaction indicate three clear opportunities towards its enhancement. Limitations of the investigation: The methodology was validated in one incubator with small population and sample. Practical Implications: The methodology applied to a single incubator provides in-house reference to satisfaction enhancement. Aiming further-reaching initiatives, the methodology should be evaluated on larger samples and tailored to address cross-incubator comparison. Originality/ Value: The method combines two stablished theoretical strands on incubation with a comparative customer-supplier approach. The resultant framework enables a systemic approach to customer satisfaction grounded in a set of field survey-collected information.Brazilian Association for Industrial Engineering and Operations Management (ABEPRO)2022-10-15info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionResearch paperapplication/pdfhttps://bjopm.org.br/bjopm/article/view/156510.14488/BJOPM.1565.2022Brazilian Journal of Operations & Production Management; Vol. 19 No. 4 (2022): special edition; 1565 2237-8960reponame:Brazilian Journal of Operations & Production Management (Online)instname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPROenghttps://bjopm.org.br/bjopm/article/view/1565/1026Copyright (c) 2022 Suzan Lee Hanson, Fernando Oliveira de Araujo, Dennis Hansonhttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessHanson, Suzan LeeAraujo, Fernando Oliveira deHanson, Dennis2022-10-16T00:15:06Zoai:ojs.bjopm.org.br:article/1565Revistahttps://bjopm.org.br/bjopmONGhttps://bjopm.org.br/bjopm/oaibjopm.journal@gmail.com2237-89601679-8171opendoar:2023-03-13T09:45:30.471974Brazilian Journal of Operations & Production Management (Online) - Associação Brasileira de Engenharia de Produção (ABEPRO)false |
dc.title.none.fl_str_mv |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators English: English |
title |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators |
spellingShingle |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators Hanson, Suzan Lee Business Incubators Methodology Models and Typologies Resource Based View Entrepreneurship Customer Satisfaction Assessment English |
title_short |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators |
title_full |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators |
title_fullStr |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators |
title_full_unstemmed |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators |
title_sort |
Are the resources provided by Business Incubators suitable to the needs of their customers? A methodology proposal to assess customer satisfaction in Business Incubators |
author |
Hanson, Suzan Lee |
author_facet |
Hanson, Suzan Lee Araujo, Fernando Oliveira de Hanson, Dennis |
author_role |
author |
author2 |
Araujo, Fernando Oliveira de Hanson, Dennis |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Hanson, Suzan Lee Araujo, Fernando Oliveira de Hanson, Dennis |
dc.subject.por.fl_str_mv |
Business Incubators Methodology Models and Typologies Resource Based View Entrepreneurship Customer Satisfaction Assessment English |
topic |
Business Incubators Methodology Models and Typologies Resource Based View Entrepreneurship Customer Satisfaction Assessment English |
description |
Highlights: Studies on business incubation reveal that little is known about what incubatees really want and need. What are their challenges? Are the available resources adequate to meet them? This work attempts to find methods to assist in answering these questions. Goal: The present study investigates the suitability of resources supplied by incubators to the needs of incubated firms with the goal of proposing a methodology to assess resources’ customer satisfaction and identify opportunities for satisfaction enhancement. Design/Methodology/Approach: The methodology integrates the research on Models and Typologies of incubators with the Resource-Based View and adopts a comparative customer-supplier framework aiming to enable a systemic approach to customer satisfaction. For validation purposes, empirical investigation was conducted in an incubator located in the metropolitan region of Rio de Janeiro, Brazil. Field investigation adopted mixed methods through semi-structured interviews and convenience sample selection. Results: The empirical testing shows the methodology meets its purposes. Findings on customer satisfaction indicate three clear opportunities towards its enhancement. Limitations of the investigation: The methodology was validated in one incubator with small population and sample. Practical Implications: The methodology applied to a single incubator provides in-house reference to satisfaction enhancement. Aiming further-reaching initiatives, the methodology should be evaluated on larger samples and tailored to address cross-incubator comparison. Originality/ Value: The method combines two stablished theoretical strands on incubation with a comparative customer-supplier approach. The resultant framework enables a systemic approach to customer satisfaction grounded in a set of field survey-collected information. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-10-15 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Research paper |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://bjopm.org.br/bjopm/article/view/1565 10.14488/BJOPM.1565.2022 |
url |
https://bjopm.org.br/bjopm/article/view/1565 |
identifier_str_mv |
10.14488/BJOPM.1565.2022 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://bjopm.org.br/bjopm/article/view/1565/1026 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2022 Suzan Lee Hanson, Fernando Oliveira de Araujo, Dennis Hanson http://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2022 Suzan Lee Hanson, Fernando Oliveira de Araujo, Dennis Hanson http://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Brazilian Association for Industrial Engineering and Operations Management (ABEPRO) |
publisher.none.fl_str_mv |
Brazilian Association for Industrial Engineering and Operations Management (ABEPRO) |
dc.source.none.fl_str_mv |
Brazilian Journal of Operations & Production Management; Vol. 19 No. 4 (2022): special edition; 1565 2237-8960 reponame:Brazilian Journal of Operations & Production Management (Online) instname:Associação Brasileira de Engenharia de Produção (ABEPRO) instacron:ABEPRO |
instname_str |
Associação Brasileira de Engenharia de Produção (ABEPRO) |
instacron_str |
ABEPRO |
institution |
ABEPRO |
reponame_str |
Brazilian Journal of Operations & Production Management (Online) |
collection |
Brazilian Journal of Operations & Production Management (Online) |
repository.name.fl_str_mv |
Brazilian Journal of Operations & Production Management (Online) - Associação Brasileira de Engenharia de Produção (ABEPRO) |
repository.mail.fl_str_mv |
bjopm.journal@gmail.com |
_version_ |
1797051459521478656 |