Gestión de la calidad en servicios: una revisión desde la perspectiva del management

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Publicado 18-09-2018
Ana María Serrano Bedia Concepción López Fernández Gema García Piqueres

Resumen

El objetivo de este artículo es llevar a cabo una revisión de la literatura sobre calidad en el sector servicios en un esfuerzo por sintetizar y estructurar el conocimiento existente en este campo y plantear una serie de sugerencias sobre posibles futuras investigaciones en el mismo. Principalmente nos hemos centrado en los trabajos que estudian la calidad en los servicios desde la perspectiva del management, una aproximación que entendemos puede ayudarnos a identificar un conjunto de aspectos que consideramos que no han sido lo suficientemente tratados en los estudios realizados hasta la fecha.

Cómo citar

Serrano Bedia, A. M., López Fernández, C., & García Piqueres, G. (2018). Gestión de la calidad en servicios: una revisión desde la perspectiva del management. Cuadernos De Gestión, 7(1), 33–49. https://doi.org/10.5295/cdg.19125as
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Keywords

Gestión de calidad, servicios, calidad de servicio, organización de empresas

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