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La calidad en los servicios. Su medición

Author

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  • Carro, Roberto

Abstract

Al examinar el concepto de Calidad entre los directivos de empresas, es bastante frecuente encontrarse con opiniones tecnicistas, que basan la Calidad exclusivamente en las cualidades del producto, tales como "Conformidad con especificaciones", "Tasas de defectos (ppm)", etc., sin hacer consideración a factores de servicio que acompañan al producto. Por esto es que los esfuerzos de mejora de la Calidad van orientados principalmente a reducir los defectos, averías, etc. Sin embargo, cada vez en mayor medida, los clientes demandan bienes y servicio conjuntamente.

Suggested Citation

  • Carro, Roberto, 2006. "La calidad en los servicios. Su medición," Nülan. Deposited Documents 410, Universidad Nacional de Mar del Plata, Facultad de Ciencias Económicas y Sociales, Centro de Documentación.
    • Handle: RePEc:nmp:nuland:410
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