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Conceptualización Y Modelización De La Calidad De Servicio Percibida: Análisis Crítico

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  • Yelenys Díaz González
  • Roberto Carmelo Pons García

Abstract

Por la importancia que adquiere el cliente en las empresas de servicio, resulta imprescindible el conocimiento de la percepción de este, de ahí que en la conceptualización de calidad de servicio varios autores hagan referencia a la calidad de servicio percibida. Los modelos de calidad de servicio percibida propuestos por diversos autores permiten comprender mejor los elementos y variables que forman, articulan y determinan la calidad de servicio percibida. En este trabajo se pretende realizar un análisis crítico a la conceptualización y modelización de la calidad de servicio percibida.

Suggested Citation

  • Yelenys Díaz González & Roberto Carmelo Pons García, 2009. "Conceptualización Y Modelización De La Calidad De Servicio Percibida: Análisis Crítico," Contribuciones a la Economía, Grupo Eumed.net (Universidad de Málaga), issue 2009-10, October.
  • Handle: RePEc:erv:contri:y:2009:i:2009-10:31
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    Keywords

    modelizacion; calidad; servicio; conceptualizacion;

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