Gutiérrez-Broncano Santiago, Jiménez-Estévez Pedro, Del Carmen Zabala-Baños María
Business Administration, University of Castilla-La ManchaTalavera de la Reina, Spain.
Front Psychol. 2017 Jul 25;8:1266. doi: 10.3389/fpsyg.2017.01266. eCollection 2017.
Determining the relevant aspects of family businesses (FBs) that make them increasingly competitive is the main objective of researchers in this field. Despite this, there is little empirical literature on the behavior of the internal customer (IC) in FBs or how businesses increase their satisfaction. Basing our work on psychological theories and with both quantitative and qualitative information from 31 semi-structured interviews, this work establishes certain characteristics of the ICs of the FB and proposes a series of guidelines for increasing their satisfaction, thereby facilitating the continuity of this type of business. FBs that are able to understand that the motivation of their ICs is more important than other qualities, and that this requires a more comprehensive management will be able to get sustainable competitive advantages in the future.
确定家族企业（FBs）使其更具竞争力的相关方面是该领域研究人员的主要目标。尽管如此，关于家族企业内部客户（IC）的行为或企业如何提高其满意度的实证文献却很少。本研究基于心理学理论，结合来自31次半结构化访谈的定量和定性信息，确定了家族企业内部客户的某些特征，并提出了一系列提高其满意度的指导方针，从而促进这类企业的持续发展。能够认识到内部客户的动机比其他品质更重要，且这需要更全面管理的家族企业，将能够在未来获得可持续的竞争优势。
