Servicio al cliente, una nueva visión. Clientes para siempre : metodología y herramientas para medir su lealtad y satisfacción /
Saved in:
| Main Author: | |
|---|---|
| Other Authors: | , , , |
| Format: | Book |
| Language: | Spanish |
| Published: |
Bogotá :
Panamericana Editorial
2006.
3R Editores, |
| Edition: | Tercera edición |
| Subjects: | |
| Notas Contenido: |
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MARC
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| 100 | 1 | |a Serna Gómez, Humberto | |
| 245 | 1 | 0 | |a Servicio al cliente, una nueva visión. Clientes para siempre : |b metodología y herramientas para medir su lealtad y satisfacción / |c Humberto Serna Gómez, John Jairo Gómez ; con la colaboración de Patricia Serna H., Sergio Serna H., María Dolores Rodríguez. |
| 250 | |a Tercera edición | ||
| 260 | |a Bogotá : |b Panamericana Editorial |b 3R Editores, |c 2006. | ||
| 300 | |a 283 páginas : |b ilustraciones ; |c 23 cm. | ||
| 504 | |a Incluye referencias bibliográficas | ||
| 505 | 0 | |a Conceptos básicos -- Del servicio al cliente a la gestión de clientes -- La auditoría del servicio -- Metodología de la auditoría del servicio -- El muestreo en la auditoría del servicio -- Marco teórico del soporte al trabajo de campo -- Difusión de resultados -- Anexos: Estudios de caso. Valores y servicios -- Un caso de análisis para el apredizaje: McDonald's -- Manual de momentos de verdad | |
| 650 | 1 | 7 | |a Servicio al cliente |2 Armarc |
| 650 | 2 | 7 | |a Relaciones con los clientes |2 Armarc |
| 650 | 2 | 7 | |a Mercadeo de servicios |2 Armarc |
| 700 | 1 | |a Gómez, John Jairo | |
| 700 | 1 | |a Serna H., Patricia |e colaboradora | |
| 700 | 1 | |a Serna H., Sergio |e colaborador | |
| 700 | 1 | |a Rodríguez, María Dolores |e colaborador | |
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