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Méthode SERVQUAL
by Vanessa L N Da S Correia, Priscila Goncalves Vasconcelos Sampaio, Gilberto Horacio de Franca · Editions Notre Savoir · tapa blanda · 56 pages
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Pages: 56 pagesAuthor: Vanessa L N Da S Correia, Priscila Goncalves Vasconcelos Sampaio, Gilberto Horacio de FrancaPublisher: Editions Notre SavoirFormat: tapa blandaLanguage: frRelease date: 28/4/2025ISBN: ISBN 9786206776116
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Synopsis of Méthode SERVQUAL
Este libro presenta un estudio detallado sobre la evaluación de la calidad del servicio en un restaurante universitario utilizando la herramienta SERVQUAL. A través de un enfoque cualitativo y cuantitativo, los autores analizan la brecha entre las expectativas y la percepción de los usuarios en dimensiones clave como la fiabilidad, la capacidad de respuesta, la seguridad y la empatía. La obra aborda cómo, en un entorno globalizado y con consumidores cada vez más exigentes, las instituciones deben medir factores subjetivos para garantizar la satisfacción del cliente. Es un recurso valioso para estudiantes y profesionales interesados en la gestión de la calidad y la administración de servicios en el ámbito académico.
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