Comprensión de la calidad en el servicio como la integración de dos dimensiones: tangible e intangible
| dc.contributor.author | Trujillo León, Andrea | |
| dc.contributor.author | Vera Martínez, Jorge | |
| dc.contributor.cvlac | Trujillo León, Andrea [0001553435] | spa |
| dc.contributor.orcid | Vera Martínez, Jorge [0000-0002-5090-7829] | spa |
| dc.coverage.campus | UNAB Campus Bucaramanga | spa |
| dc.coverage.spatial | Bucaramanga (Santander, Colombia) | spa |
| dc.date.accessioned | 2025-04-07T21:43:18Z | |
| dc.date.available | 2025-04-07T21:43:18Z | |
| dc.date.issued | 2009-12 | |
| dc.description.abstract | El objetivo principal de este trabajo es discernir sobre los elementos que componen la calidad en el servicio, Se propone que todas las variables que componen este concepto pueden ser agrupadas en dos grandes dimensiones: los aspectos tangibles y los intangibles, Este trabajo es parte de una serie de estudios que tienen como fin último el diseño de un instrumento para medir la calidad en el servicio. Se comenzó con la revisión de la literatura sobre los factores que se han incluido en la definición de calidad en el servicio en restaurantes y posteriormente se realizó un estudio cualitativo para conocer cuáles son las variables que pueden estar conformando este concepto para el público mexicano. Fue en este proceso cuando se comenzó a analizar el significado de las variables encontradas, se vio que éstas se pueden catalogar en las dos grandes dimensiones mencionadas. En este documento se contrasta el nuevo enfoque con los anteriores para determinar lo que se puede aportar con esta propuesta. En términos generales se puede decir que este enfoque es útil para discriminar con claridad el tipo de estrategias que se deben implementar para lograr en el cliente la percepción de calidad en el servicio. | spa |
| dc.description.abstractenglish | The main objective of (his work is to discern on the elements that constitute the quality service concept. We propose that all the variables that compose this concept can be grouped in two great dimensions: the tangible aspects and the intangible ones. This work belongs to a series of studies that have as ultimate aim the design of an instrument to measure quality service. We began with the literature review of the factors that have been included in the definition of quality service ín restaurants and later a qualitative study was conducted to find the variables that can be included in this concept for the Mexican public. It was during this process when we began to analyze the meaning of the variables found; we noticed that these can be catalogued in the two general mentioned dimensions. In this document the new approach is compared with the previous ones in order to determine what the contribution of this proposal is. In general terms itis possible to say that this approach is useful to discriminate the type of strategies that a restaurant must implement to improve the perception of quality service in customers. | spa |
| dc.description.learningmodality | Modalidad Presencial | spa |
| dc.format.mimetype | application/pdf | spa |
| dc.identifier.instname | instname:Universidad Autónoma de Bucaramanga - UNAB | spa |
| dc.identifier.reponame | reponame:Repositorio Institucional UNAB | spa |
| dc.identifier.repourl | repourl:https://repository.unab.edu.co | spa |
| dc.identifier.uri | http://hdl.handle.net/20.500.12749/28912 | |
| dc.language.iso | spa | spa |
| dc.publisher.faculty | Facultad Ingeniería | spa |
| dc.publisher.grantor | Universidad Autónoma de Bucaramanga UNAB | spa |
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| dc.relation.references | Heung, Vincent €. $., Wong, M.Y, £ Qu., Hailin, (000). “Airport-restaurant service quality in Hong Kong: An application of SERVQUAL”. Cornell Hotel and Restaurant Administration Ouarterly, 413), 86-96. | spa |
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| dc.relation.references | Mohsin, Asad, (2005), “Service quality perceptions: an assessment of restaurant and café visitors ín Hamilton, New Zeland”. The Business Review, 32), 51-57 | spa |
| dc.relation.references | Parasuraman, Á ; Zeithaml Valerie A. € Berry, Leonard L., (1988), “SERVQUAL, A Multiple- Item Scale for Measuring of Service Quality”, Journal of retailing 64, pp. 12-40sumer Perceptions | spa |
| dc.relation.references | Stevens Pete, Knutson Bonnie y Patton Mark, (1995), “DINESERV: A tool for measuring service quality in restaurant”. Cornell Hotel and Restaurant Administration Quarterly, 362), 56- 60. | spa |
| dc.relation.references | Sulek, Joanne M., £ Hensley, Rhonda L., (2004), “The relative importance of food, atmosphere, and fairness of wait: the case of a full-service restaurant”. Cornell Hotel and Restaurant Administration Quarterty, 45(3),247-259, | spa |
| dc.relation.references | Trujillo, Andrea, (2005), Propuesta de um modelo para el estudio de la lealtad de los clientes en el sector de restaurantes. Tesis doctoral, ITESM. | spa |
| dc.relation.references | Trojillo, Andrea, (2006), “Aplicabilidad del instrumento DINESERV ante un cambio de contexto”, En CLADEA (Ed.), 41 Asamblea Annual de CLADEA, Montpellier, Francia, | spa |
| dc.relation.references | Trujillo, Andrea y Vera, Jorge, (2007), “Factors that Constitute Service Quality for Mexican Consumers in Restaurants”, En CLADEA (Ed.), 42 Asamblea Annual de CLADEA. Miami, Estados Unidos, | spa |
| dc.relation.references | Wall, Eileen A., € Berry, Leonard L., (2007), “The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality”. Cornell Hotel and Restaurant Adrninistration Quarterly, 48010), 39-89, | spa |
| dc.relation.references | Yuksel, Atila £ Yuksel, Fisen, (2002), “Measurement of tourist satisfaction with restaurant services: a segment-based approach”, Journal of Vacation Marketing, 9 (1), 52-68, | spa |
| dc.relation.references | Mohstn, Asad, (2005), “Service quality perceptions: an assessment of restaurant and café visitors in Hamilton, New Zeland”, The Business Review, 32), 51-57 | spa |
| dc.relation.uri | http://hdl.handle.net/20.500.12749/28903 | spa |
| dc.rights.accessrights | info:eu-repo/semantics/openAccess | spa |
| dc.rights.creativecommons | Atribución-NoComercial-SinDerivadas 2.5 Colombia | * |
| dc.rights.local | Abierto (Texto Completo) | spa |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/2.5/co/ | * |
| dc.source | Revista Colombiana de Marketing; Año 08, Número 13 (Diciembre 2009); páginas 59-67 | spa |
| dc.subject.keywords | Quality service perception | spa |
| dc.subject.keywords | Restaurants | spa |
| dc.subject.keywords | Services marketing | spa |
| dc.subject.keywords | Marketing research | spa |
| dc.subject.keywords | Consumer behavior | spa |
| dc.subject.keywords | Consumers | spa |
| dc.subject.keywords | Quality of products | spa |
| dc.subject.keywords | Quality control | spa |
| dc.subject.lemb | Comportamiento del consumidor | spa |
| dc.subject.lemb | Consumidores | spa |
| dc.subject.lemb | Calidad de los productos | spa |
| dc.subject.lemb | Control de calidad | spa |
| dc.subject.proposal | Percepción de calidad en el servicio | spa |
| dc.subject.proposal | Restaurantes | spa |
| dc.subject.proposal | Mercadotecnia de servicios | spa |
| dc.subject.proposal | Investigación de mercados | spa |
| dc.title | Comprensión de la calidad en el servicio como la integración de dos dimensiones: tangible e intangible | spa |
| dc.title.translated | Understanding service quality as the integration of two dimensions: tangible and intangible | spa |
| dc.type | Article | eng |
| dc.type.coar | http://purl.org/coar/resource_type/c_6501 | |
| dc.type.coarversion | http://purl.org/coar/version/c_ab4af688f83e57aa | spa |
| dc.type.driver | info:eu-repo/semantics/article | spa |
| dc.type.hasversion | info:eu-repo/semantics/acceptedVersion | spa |
| dc.type.local | Artículo | spa |
| dc.type.redcol | http://purl.org/redcol/resource_type/ART |