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|a Vargas Quiñones, Martha Elena
|e autor
|
| 245 |
1 |
0 |
|a Calidad y servicio :
|b conceptos y herramientas /
|c Martha Elena Vargas Quiñones, Luzángela Aldana de Vega.
|
| 250 |
|
|
|a Segunda edición
|
| 264 |
|
1 |
|a Bogotá :
|b Universidad de La Sabana :
|b Ecoe Ediciones,
|c 2011.
|
| 300 |
|
|
|a 205 páginas :
|b ilustraciones ;
|c 24 cm.
|
| 336 |
|
|
|a texto
|2 rdacontent
|
| 337 |
|
|
|a sin mediación
|2 rdamedia
|
| 338 |
|
|
|a volumen
|2 rdacarrier
|
| 490 |
0 |
|
|a Colección ciencias administrativas. Área Administración
|
| 504 |
|
|
|a Incluye referencias bibliográficas
|
| 505 |
0 |
|
|a Marco histórico -- Los valores como base de la cultura, de la calidad y del servicio -- Contexto mundial y nacional de la calidad, del sector servicios y del concepto de servicio -- Marco conceptual -- La ruta del cliente y herramientas utilizadas en la gestión de la calidad y el servicio -- Programa de mejoramiento continuo -- Elaboración de un proceso de calidad en el servicio -- Auditoría del servicio -- Preguntas y temas de análisis generales
|
| 650 |
1 |
7 |
|a Servicio al cliente
|2 Armarc
|
| 650 |
2 |
7 |
|a Mercadeo de servicios
|2 Armarc
|
| 650 |
2 |
7 |
|a Calidad total en servicio al cliente
|2 Armarc
|
| 650 |
2 |
7 |
|a Relaciones con los clientes
|2 Armarc
|
| 650 |
2 |
7 |
|a Control de calidad
|2 Armarc
|
| 700 |
1 |
|
|a Aldana de Vega, Luzángela
|e autor
|
| 710 |
2 |
|
|a Universidad de La Sabana
|e entidad editora
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