Le relazioni management-clientela nelle imprese familiari: l’indice di concordanza percettiva

Cinzia Dessì, Michela Floris


The analysis presented in this paper focuses on management-customers relations as a useful way to understand the competitive advantage inside small/medium-sized family businesses. The objective of the work aims to verify if (a)there is agreement between management perceptions of business strengths and customers’ perceptions of the same strengths and, in this case, if (b) this agreement (perceptive concordance) can become an important aspect to maintain the firm competitive advantages. The research carried out through a single case study with a sample of 120 customers, has given interesting results and answers about the study initial purpose. Moreover, result interpretations offer some future managerial implications, extendable as well to other business types.


Family business; Perception; Management

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DOI: http://dx.doi.org/10.14596/pisb.100


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