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¿Cómo Gestionar La Calidad En El Proceso De Manejo De Quejas?

Author

Listed:
  • Mayra Rosario Moreno Pino
  • Damarys Peña Escobio
  • Ileana Irene Tapia Claro
  • Edelmis Sánchez Zaldívar

Abstract

El presente artículo se desarrolló con el objetivo de plantear un conjunto de acciones para gestionar la calidad en el proceso de manejo de quejas, visto este como unos de los tipos de servicios postventa. Es importante resaltar que la conducción de un efectivo proceso de manejo de quejas en las organizaciones empresariales puede constituir criterio de diferenciación en las empresas y brinda además la posibilidad de una permanente retroalimentación sobre la satisfacción de los clientes.

Suggested Citation

  • Mayra Rosario Moreno Pino & Damarys Peña Escobio & Ileana Irene Tapia Claro & Edelmis Sánchez Zaldívar, 2009. "¿Cómo Gestionar La Calidad En El Proceso De Manejo De Quejas?," Contribuciones a la Economía, Servicios Académicos Intercontinentales SL, issue 2009-08, August.
    • Handle: RePEc:erv:contri:y:2009:i:2009-08:11
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