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La Evaluación De La Calidad De Servicio

Author

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  • Yosleidy Betancourt Agüero
  • Juan Carlos Mayo Alegre

Abstract

En la actualidad el término calidad es usado en todos los campos de la vida moderna. La influencia sobre las organizaciones de fenómenos como los acelerados cambios en la tecnologías de la información y las comunicaciones, la globalización, la evolución de los valores, normas y estilos de vida de la sociedad, las obligan a ¨adaptar e innovar sus procesos para adecuarse a las nuevas y siempre cambiantes exigencias del entorno, cumplir con sus renovadas misiones y convertirse en organizaciones que aprenden de su propio desempeño (Serrano, [s.a]); de esta forma la búsqueda constante de niveles superiores de calidad se ha convertido en un reto para las organizaciones, tanto para garantizar su supervivencia como para cumplir con las exigencias del desarrollo de la sociedad.

Suggested Citation

  • Yosleidy Betancourt Agüero & Juan Carlos Mayo Alegre, 2010. "La Evaluación De La Calidad De Servicio," Contribuciones a la Economía, Servicios Académicos Intercontinentales SL, issue 2010-01, January.
    • Handle: RePEc:erv:contri:y:2010:i:2010-01:8
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    Keywords

    calidad; servicio; evaluacion;
    All these keywords.

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