Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente
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Palabras clave

Satisfacción del cliente
SERVQUAL
modelo KANO
QFD
voz del cliente
Modelo de satisfacción deL cliente.

Cómo citar

[1]
J. G. Cruz Álvarez, M. Blanco Jimenez, y C. Monge Perry, Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente, RI, n.º 16, pp. 129-144, mar. 2016.

Resumen

En este artículo se presenta la teoría de la gestión de la calidad enfocada a la satisfacción del cliente, sus modelos, herramientas, metodologías, y se identifican las aportaciones teóricas relevantes y, sus variables principales, para diseñar un modelo integral, que pueda ser usado como una herramienta de competencia que incrementará la satisfacción del cliente, mediantee la traducción de su voz, y la excelencia en la ejecución de la manufactura y servicio.
El modelo integral propuesto es una aproximación teórica que responde a la necesidad c de mejora la competitividad de las organizaciones, por medio de la satisfacción de clientes y lealtad de los mismos Este artículo es uno de los primeros estudios conceptuales que extraen de la amplia teoría de la gestión de calidad, aquellas herramientas y modelos principales que tienen por objetivo la satisfacción del cliente.

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Citas

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