Biblioteca Juan Alberto Aragón Bateman catalog › Results of search for 'ccl=su:"CALIDAD EN EL SERVICIO"'

	1.	Reassessment of expectations as a comparison standard in measuring service quality : implications for further research / A. Parasuraman, Valarie A. Zeithaml and Leonard L. Berry Source: Journal of MarketingMaterial type: Article; Format: print Language: English Publisher: Chicago Availability: No items available : Add to cart (remove)
	2.	SERVPERF versus SERVQUAL : reconciling performance-based and perceptions-minus-expectations measurement of service quality / J. Joseph Cronin and Steven A. Taylor Source: Journal of MarketingMaterial type: Article; Format: print Language: English Publisher: Chicago Availability: No items available : Add to cart (remove)
	3.	Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization / Robert L. Desatnick, Denis H. Detzel by Desatnick, Robert L \| Detzel, Denis H. Edition: Revised editionMaterial type: Text; Format: print ; Audience: General; Language: English Publisher: San Francisco : Jossey-Bass, c1993Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: 658.812 / D281 (1). Place hold Add to cart (remove)
	4.	Sabe usted lo que realmente quieren sus clientes? : un método de éxito seguro para descubrirlo / John F. Lytle ; traducción Jesús Villamizar Herrera ; asesoría y revisión técnica Humberto Serna Gómez by Lytle, John F. Material type: Text; Format: print ; Audience: General; Language: Spanish Publisher: Santafé de Bogotá : Legis, c1994Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: 658.812 / L985 (1). Place hold Add to cart (remove)
	5.	Servicio al cliente : métodos de auditoría y medición / Humberto Serna Gómez, John Jairo Gómez ; con la colaboración de Patricia Serna H., Sergio Serna H., María Dolores Rodríguez by Serna Gómez, Humberto \| Gómez, John Jairo. Edition: 2. ed. actualizada y corregidaMaterial type: Text; Format: print ; Audience: General; Language: Spanish Publisher: Bogotá : 3R Editores, c1999Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: 658.812 / S276s (1). Place hold Add to cart (remove)
	6.	Relación entre experiencia previa, servicio postventa y el comportamiento de disposición de renovación de pólizas de seguros de automóviles / Avila, Jazmin, Bocachica, Azucena y Moreno Ruby Liliana by Avila, Jazmín \| Bocachica, Azucena \| Moreno, Ruby Liliana. Language: Spanish Publisher: Bogotá : s.n., 1997Dissertation note: Tesis (Psicólogo) Fundación Universitaria Konrad Lorenz. Facultad de Psicología, 1997 Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: T 658.812 / A945 (1). Place hold Add to cart (remove)
	7.	Administración de operaciones y producción : calidad total y respuesta sensible rápida / Hamid Noori, Russell Radford ; traducción Germán Alberto Villamizar ; revisión técnica Joaquín Javier Meza by Noori, Hamid \| Radford, Russell. Material type: Text; Format: print ; Audience: General; Language: Spanish Publisher: Santafé de Bogotá : McGraw-Hill, c1997Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: 658.5 / N667 (2). Place hold Add to cart (remove)
	8.	Administración por valores : cómo lograr el éxito organizacional y personal mediante el compromiso con una misión y unos valores compartidos / Ken Blanchard, Michael O'Connor ; colaborador Jim Ballard ; traductor Jorge Cárdenas Nannetti by Blanchard, Ken \| Cárdenas Nannetti, Jorge, Traductor \| O'Connor, Michael, Colaborador. Material type: Text; Format: print ; Audience: General; Language: Spanish Publisher: Santafé de Bogotá : Grupo Editorial Norma, c1997Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: 658.4 / B516 (2). Place hold Add to cart (remove)
	9.	Dirección por valores : cómo lograr el éxito de la organización y personal mediante el compromiso con un objetivo y unos valores compartidos / Ken Blanchard, Michael O'Connor con la colaboración de Jim Ballard by Blanchard, Ken \| O'Connor, Michael. Material type: Text; Format: print ; Audience: General; Language: Spanish Publisher: Barcelona : Gestión 2000, c1997Availability: Items available for loan: Biblioteca Juan Alberto Aragón BatemanCall number: 658.4 / B516d (1). Place hold Add to cart (remove)
	10.	The Relationship between waiting in a service queue and evaluations of service quality : a field theory perspective / Mark B. Houston, Lance A. Bettencourt, Sutha Wenger Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)
	11.	Defensive strategies for managing satisfaction and loyalty in the service industry / Laurette Dubé, Manfred F. Maute Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)
	12.	Customer contact and the evaluation of service experiences : propositions and implications for the design of services / William O. Bearden, Manoj K. Malhotra and Kelly H. Uscátegui Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)
	13.	Customer control and evaluation of service validity and reliability / W. Fred Van Raaij and Ad Th. H. Pruyn Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)
	14.	Coordinating channels under price and nonprice competition / Genesh Iyer Source: Marketing ScienceMaterial type: Article; Format: print Language: English Publisher: Linthicum Availability: No items available : Add to cart (remove)
	15.	What you don't know about customer-perceived quality : the role of customer expectation distributions / Roland T. Rust...(et al.) Source: Marketing ScienceMaterial type: Article; Format: print Language: English Publisher: Linthicum Availability: No items available : Add to cart (remove)
	16.	Operations, quality and profitability in the provision of banking services / Andreas Soteriou, Stavros A. Zenios Source: Management ScienceMaterial type: Article; Format: print Language: English Publisher: Linthicum, MD Availability: No items available : Add to cart (remove)
	17.	The Psychology of being put on hold : an exploratory study of service quality / Deborah K. Unzicker Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)
	18.	Customer response to intangible and tangible service factors / Kirk L. Wakefield and Jeffrey G. Blodgett Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)
	19.	Commercial friendships : service provider-client relationships in context / Linda L. Price and Eric J. Arnould Source: Journal of MarketingMaterial type: Article; Format: print Language: English Publisher: Chicago Availability: No items available : Add to cart (remove)
	20.	The Long good-bye : the dissolution of customer-service provider relationships / Robin A. Coulter and Mark Ligas Source: Psychology and MarketingMaterial type: Article; Format: print Language: English Publisher: New York Availability: No items available : Add to cart (remove)

Biblioteca Juan Alberto Aragón Bateman

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