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Gestión de la calidad en servicios: una revisión desde la perspectiva del management

Author

Listed:
  • Serrano Bedia, Ana Mª
  • López Fernández, Concepción
  • García Piqueres, Gema

Abstract

[ES] El objetivo de este artículo es llevar a cabo una revisión de la literatura sobre calidad en el sector servicios en un esfuerzo por sintetizar y estructurar el conocimiento existente en este campo y plantear una serie de sugerencias sobre posibles futuras investigaciones en el mismo. Principalmente nos hemos centrado en los trabajos que estudian la calidad en los servicios desde la perspectiva del management, una aproximación que entendemos puede ayudarnos a identificar un conjunto de aspectos que consideramos que no han sido lo suficientemente tratados en los estudios realizados hasta la fecha.

Suggested Citation

  • Serrano Bedia, Ana Mª & López Fernández, Concepción & García Piqueres, Gema, 2007. "Gestión de la calidad en servicios: una revisión desde la perspectiva del management," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
  • Handle: RePEc:ehu:cuader:7513
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    File URL: https://addi.ehu.es/handle/10810/7513
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    Cited by:

    1. Correia Loureiro, Sandra María & Miranda González, Francisco Javier, 2012. "DUAQUAL: calidad percibida por docentes y alumnos en la gestión universitaria," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).

    More about this item

    Keywords

    gestión de calidad; servicios; calidad de servicio; organización de empresas; quality management; services; service quality; business organization;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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