{"id":80161,"date":"1999-07-06T00:00:00","date_gmt":"1999-07-06T00:00:00","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/la-informacion-de-la-variable-estrategica-de-calidad-del-servicio-su-medicion-a-traves-de-indicadores-externos\/"},"modified":"1999-07-06T00:00:00","modified_gmt":"1999-07-06T00:00:00","slug":"la-informacion-de-la-variable-estrategica-de-calidad-del-servicio-su-medicion-a-traves-de-indicadores-externos","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/la-informacion-de-la-variable-estrategica-de-calidad-del-servicio-su-medicion-a-traves-de-indicadores-externos\/","title":{"rendered":"La informacion de la variable estrategica de calidad del servicio. su medicion a traves de indicadores externos."},"content":{"rendered":"<h2>Tesis doctoral de <strong> Mar\u00eda Del Carmen Ruiz-olalla Corcuera <\/strong><\/h2>\n<p>La contabilidad de gesti\u00f3n se tiene que ocupar de suministrar informaci\u00f3n que permita, por un lado, formular una estrategia basada en la calidad del servicio, ya que confiere una ventaja competitiva, diferenciadora y perdurable en el tiempo a aquellos que tratan de alcanzarla; y por el otro, la implantaci\u00f3n de las pr\u00e1cticas de gesti\u00f3n m\u00e1s adecuadas que han de permitir su consecuci\u00f3n y posterior control. ante esta situaci\u00f3n la medida de la calidad del servicio se va a convertir en una herramienta imprescindible de los sistemas informativos que conforman el control de gesti\u00f3n.  para ello se propone ampliar la habitual bater\u00eda de indicadores internos con otros m\u00e1s novedosos que denominamos indicadores externos, los cuales utilizan encuestas estandarizadas que recogen la opini\u00f3n expresa de los clientes sobre la calidad del servicio recibido. Estos indicadores externos, junto con la dimensionalidad, se convierten en verdaderas herramientas destinadas a evaluar las percepciones de los clientes sobre el servicio desempe\u00f1ado por las organizaciones.  la investigaci\u00f3n se completa con dos trabajos emp\u00edricos. En el primero se estudia, para un determinado grupo de empresas, la relaci\u00f3n entre la variable calidad del servicio, las pr\u00e1cticas de gesti\u00f3n de la calidad y las distintas posibilidades de medici\u00f3n. En el segundo se trata de aplicar a un servicio cocreto los indicadores externos de medici\u00f3n que previamente se proponen desde un punto de vista te\u00f3rico, para seleccionar finalmente el que se muestra m\u00e1s adecuado.<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>La informacion de la variable estrategica de calidad del servicio. su medicion a traves de indicadores externos.<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 La informacion de la variable estrategica de calidad del servicio. su medicion a traves de indicadores externos. <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Mar\u00eda Del Carmen Ruiz-olalla Corcuera <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Zaragoza<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 07\/06\/1999<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>Direcci\u00f3n y tribunal<\/h3>\n<ul>\n<li><strong>Director de la tesis<\/strong>\n<ul>\n<li>Javier Gimeno Zuera<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: Antonio Lopez diaz <\/li>\n<li>Jes\u00fas Lizcano alvarez (vocal)<\/li>\n<li>isabel Blanco dopico (vocal)<\/li>\n<li>vicente m Ripoll feliu (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Mar\u00eda Del Carmen Ruiz-olalla Corcuera La contabilidad de gesti\u00f3n se tiene que ocupar de suministrar informaci\u00f3n que [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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