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Does quality pay in the pharmaceutical industry? The mediating role of training of personnel between quality management and performance

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  • Castillo-Apraiz, Julen
  • Matey de Antonio, Jesús

Abstract

[ES] Este trabajo tiene por objeto contribuir a la literatura relacionada con la calidad y la formación, considerando a esta última como variable mediadora entre la calidad y el desempeño empresarial. Basándonos en la literatura sobre gestión de la calidad, demostramos que la calidad todavía juega un papel importante en el sector farmacéutico, donde la regulación legal sobre el control de la calidad asegura un nivel mínimo de calidad de producto, la mayor parte del servicio al cliente descansa sobre otras áreas de la cadena de valor (esto es, los facultativos) y la reputación está –al menos aparentemente– garantizada por estrictas exigencias legales. Así, incluimos en el análisis la formación de la mano de obra, que es un elemento fundamental para aumentar el desempeño empresarial en el sector farmacéutico. Los resultados sugieren que, en el sector farmacéutico, la formación de la mano de obra media positivamente en la relación entre la gestión de la calidad y el desempeño empresarial.

Suggested Citation

  • Castillo-Apraiz, Julen & Matey de Antonio, Jesús, 2018. "Does quality pay in the pharmaceutical industry? The mediating role of training of personnel between quality management and performance," Revista de Dirección y Administración de Empresas, Universidad del País Vasco - Escuela Universitaria de Estudios Empresariales de San Sebastián.
    • Handle: RePEc:ehu:rdadme:32205
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