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|a Calidad y servicio :
|b conceptos y herramientas /
|c Martha Elena Vargas Quiñones, Luzángela Aldana de Vega.
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|a Tercera edición
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|a Bogotá :
|b Universidad de La Sabana ;
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|a Colección estudios. Escuela Internacional de Ciencias Económicas y Administrativas
|v no. 03
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|a Incluye glosario
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| 504 |
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|a Bibliografía: páginas 351-362
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|a Marco histórico -- Los valores como base de la cultura, de la calidad y el servicio --Desarrollo y evaluación de los valores y las virtudes -- Contexto mundial y nacional de la calidad y del sector servicios -- Teóricos y autores de la calidad y el servicio -- Conceptos -- Modelos de calidad y de calidad en el servicio -- La ruta del cliente y herramientas utilizadas en la gestión de la calidad y el servicio -- Mediciones en servicio -- Proceso de mejoramiento continuo -- Elaboración de un proceso de calidad en el servicio -- Auditoria de los sistemas de calidad y del servicio -- Costos que están presentes en la calidad, en el servicio y en la calidad en el servicio -- Preguntas de autoevaluación y ejercicios.
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