Este estudio se enfoca en analizar la percepción que presentan los clientes, en un proceso de servicio brindado por una organización objeto de estudio. Considerando que una percepción positiva brinda mejores resultados y crea lealtad, convirtiéndose en una estrategia que genera una ventaja competitiva. Ser capaz de proporcionar un servicio de calidad no solo es la entrega del producto, sino toda la experiencia brindada desde las condiciones del establecimiento hasta la capacidad de atención de los empleados. Los restaurantes Ángelus de la franquicia Tutto Freddo fueron el objeto de estudio por la gran variedad y diversidad de su segmento de mercado. Se aplicó el método SERVQUAL con un proceso de validación de atributos y se analizó la calidad del servicio con la aplicación de encuestas validadas a una muestra representativa. El caso expone un análisis a diez atributos, tres de ellos presentaron un margen de brechas considerable, como la rapidez en el servicio, comunicación y proporción producto/precio; las actividades de mejora deben imponer un mayor enfoque en estos atributos para una mejor valoración del cliente.
The authors ventured to formulate the concept of the impact of the status "of the goods on the attractiveness of its competitiveness and relevance", to ensure import substitution domestic producer in the markets. To justify such expectations authors attracted highly skilled professionals and senior students as experts, inviting them to express their views in completing the questionnaires. The survey results were processed using the software developed by the authors, which confirmed our assumptions about the importance of the concept of the attractiveness of the goods on the status of its competitiveness and relevance. Thus, understanding the status of the appeal of the product and population, primarily the domestic consumer products.
in the article the authors investigated the importance of learning for the formation of human behavior, able to manage the staff of the enterprise, to ensure satisfaction with the results of such work, to be passionate about it and become their face. For the successful management of the company's staff, studies were conducted to determine the degree of satisfaction of the person-leader with the results of the work of the enterprise's team with their work, i.e. to form workaholics. In this case, people who love to work and strive to work well and will be those who are able to implement together the entire team of the enterprise formulated before him tasks to ensure the production of importsubstituting products and guarantee the company a stable financial position.
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